ResolveGrid Training Administrator Guide

What Training is for

Training is where you create learning tasks for your technicians, assign them with due dates, watch who is on track, and set the reminder emails that keep people moving. Trainees complete the work in My Tasks with an AI training agent that walks them through the material and a short certification quiz.

You can think of it as the admin side of the Training Center. AI Services holds the manuals and assets; Training turns that content into assignable tasks and tracks whether people passed.

Everything lives under Training in the left-hand menu of the ResolveGrid Admin Portal. It has five pages:

• My Tasks — your own assigned training (same board every trainee sees). Useful for trying a task yourself.
• Dashboard — compliance at a glance: who is overdue or due soon, plus completion and pass-rate reporting.
• Users — the org roster, user groups, and the place you assign (or un-assign) training.
• Tasks — create and edit training tasks, pin knowledge-base content, and bundle tasks into packages.
• Settings — reminder emails, schedule, escalation, and who (besides tenant admins) can create, assign, or view progress.

Important:  Training tasks pull content from a published AI Services runtime. If you have not published your manuals and assets yet, you can still create empty tasks, but you will not be able to pin KB content until you publish. See the AI Services Administrator Guide for Sources, Assets, and Publish.

Before you start

Signing in

1. Go to your ResolveGrid Admin Portal sign-in page (for this workspace: resolvegrid.carear.app/#/admin/login).
2. Type your work email and click Next.
3. If prompted, enter the email access code, then your password, and sign in.
4. Open the ResolveGrid app (for example via AI Services → Sources), then expand Training in the left menu.

If you do not see Training in the menu, Training is not turned on for your workspace, ResolveGrid AI is disabled, or your account does not have access. Contact your ResolveGrid administrator.

Who can do what

Tenant admins (and super admins) always see every Training page and can save Settings. You can also grant three capabilities to the Creator and Analyst roles on the Settings page:

People with no Training capabilities still see My Tasks only — they are trainees, not Training admins.

Note:  Assumption: this guide is written for a tenant admin. Screens and steps match full access. If your role is Creator or Analyst, you may see fewer menu items.

The typical setup flow

Most of the time you will work in this order. The rest of this guide follows the same flow.

1. Make sure the equipment manuals and assets exist in AI Services, and that you have published a runtime.
2. On Tasks, create a training task for each skill you want people to learn. Link it to one asset and pin the right KB content.
3. Optional: group related tasks into a Package (an ordered sequence).
4. On Users, assign tasks or packages to people or groups with a due date.
5. On Settings, review reminder emails and (if needed) grant Creator/Analyst capabilities.
6. Use Dashboard to watch compliance and nudge people who are behind.

Tip:  You can create tasks before anyone is assigned. Assignments always need a due date.

Tasks

What it is: A training task is one unit of learning tied to a single asset (for example, “Replace Toner” on a Brother HL-L8360CDW). You write what the task covers, optionally set success criteria, and pin the knowledge-base items the trainee should study.

When to use it: Any time you want technicians to prove they understand a procedure or product area before (or while) they troubleshoot in the field.

The Tasks tab. In this workspace the example task is **Brother's print training task**, linked to asset **HL-L8360CDW**.

Create a training task

1. Open Training → Tasks. Stay on the Tasks tab.
2. Click Add New (or Add Training Task if the list is empty).
3. Choose an Asset (required). One task = one asset.
4. Enter a Task Name (required), for example Brother's print training task or Replace Toner.
5. Optionally fill Description (what to train for and its scope) and Success Criteria (what “pass” means — this helps the AI build the certification quiz).
6. Set Wrong-answer redos — how many times a trainee can retry the same certification question after answering incorrectly (the live UI offers values such as One).
7. Optionally turn on Good refresher course if technicians should be nudged to re-run this later after passing.
8. Under Pinned KB Content, click Look up content to search the asset’s published manuals, workflows, videos, and 3D models. Select items and click Add Selected.
9. Click Save.

The New Training Task dialog (empty form).

Edit Training Task for Brother's print training task — asset HL-L8360CDW, Wrong-answer redos = One, no KB content pinned yet.

You can edit a task later by clicking the row or the settings (gear) icon. Use Delete only when you are sure — deletion is permanent and removes pinned content references.

Pinning content (and re-pinning after publish)

Pinned items are snapshots from the active published runtime. Supported kinds: Knowledge base, SOP, Workflow, Video, and 3D model.

• If you see “No published runtime version exists yet…”, go to AI Services → Publish first, then come back.
• If you see “There is no published content for this asset yet…”, link and publish content for that asset.
• After you publish a new runtime, open the task and click Re-pin to latest runtime so pins point at the new version. If some items cannot be found, the dialog tells you which titles to remove or keep as outdated references.

Tip:  The caption Pinned to runtime: … under the pin list shows which published version the task is tied to.

Try a task yourself (Train)

On each task row, Train launches the AI training agent for that task — the same experience trainees get from My Tasks → Start. Use it to check that the pinned material and success criteria produce a sensible session before you assign it widely.

Packages

What it is: A package is an ordered bundle of tasks you can assign as one unit. Trainees see the package as a sequence (“Step 1 of 3”, and so on).

1. On Training → Tasks, open the Packages tab.
2. Click New package.
3. Enter a Package name (for example AP Install) and an optional description.
4. Add tasks and drag (or use the arrows) to set the order trainees will see.
5. Click Save.

The Packages tab.

Caution:  Deleting a package removes assignments that used it. Confirm carefully.

Users & assignments

What it is: The Users page is your org roster with each person’s training progress. This is where you assign training to one person, several people, or a whole group.

When to use it: Whenever someone new needs training, a due date changes, or you need to see who is stuck.

The Users page: groups strip at the top, searchable roster with Training and Status columns.

Reading the roster

• Name / Email — people from your CareAR org. A chip Added in RG means the person was added inside ResolveGrid rather than only from CareAR.
• Training — status chips (Assigned, Due soon, In progress, Overdue, Passed) and a passed/total done count. Expand a row to see packages vs individual tasks, due dates, and whether the assignment is Direct or via a group.
• Status — Active or Disabled (disabled CareAR users still appear so you can see history).

User groups

1. Select people in the roster with the checkboxes.
2. Type a New group name and click Create group from N.
3. Click a group chip to filter the roster (Filtered: …). Use the pencil to Edit members, or delete the group (this also removes assignments to that group).

Important:  Group assignments are a standing rule: everyone in the group now — and anyone added later — is enrolled automatically for that assignment.

Assign training

1. Pick an audience: hover a row and click Assign, or select several rows and click Assign N selected, or filter by a group and click Assign to all in ….
2. In the dialog, confirm Who (add more people if needed).
3. Under What, pick one or more tasks and/or packages.
4. Under When, set a Due date (required). Shortcuts: 1 week, 2 weeks, 1 month.
5. Click Assign.

Assign to a person: Who (emails), What (tasks / packages), When (due date with 1 week / 2 weeks / 1 month shortcuts).

Validation messages you may see: Add at least one person or group., Pick at least one task or task group., Set a due date. The summary line at the bottom updates as you pick content (for example, Assigning 0 item(s) to 1 people. until you pick a task).

Un-assign and the Assignments list

• Direct assignments can be removed from the expanded user row (Un-assign). Queued reminders for that person/task are cancelled.
• Assignments that came via a group or package cannot be un-assigned from the row. Open Assignments (toolbar) and Revoke the link instead. That un-assigns everyone the link reaches and cancels their queued reminders.

The Assignments list: Audience, Content, Due, Resolved, Completed, Status (Active / Revoked).

Note:  On this workspace the Assignments list sometimes showed empty even though Users/Dashboard already showed a completed assignment for a trainee. If that happens, check the person’s expanded row on Users for Direct assignments, and treat Assignments as the place to revoke group/package links.

Dashboard

What it is: The Dashboard shows who is compliant and who needs attention, then deeper roll-ups by group, package, and task.

When to use it: Weekly check-ins, before an audit, or whenever you want to nudge people who are overdue.

The Training Dashboard compliance view.

Compliance

• Compliant % and a trend vs one week ago.
• Clickable counts for overdue and due soon that filter the Needs attention list.
• Export CSV downloads training-compliance.csv (User, Email, Package, Task, Status, Due) for audits.
• Remind (needs Assign capability) sends an immediate reminder email for that person’s outstanding tasks. The button shows Reminded after success.

If everyone is clear, you will see “All clear — nobody is overdue or due soon.” If there is no data yet: “No training data yet — Create a task and assign trainees…”.

Deeper analytics

Below the cockpit you get KPI cards (Completion %, Pass rate, Avg score, Trainees, Assignments), a lifecycle funnel (Completed / In progress / Not started), completion heatmaps by group × curriculum, group leaderboards, and per-package / per-task breakdowns (lowest completion and pass rates first).

Dashboard analytics: KPIs and funnels below the compliance cockpit.

How status is decided

For each assignment instance, status priority is: Passed → Overdue → In progress → Due soon → Assigned. For a whole person, if anything is overdue they count as overdue; else if anything is due soon they are at risk; else if they have work but nothing passed they are not started; otherwise they are treated as compliant.

Settings

What it is: Training Settings control reminder emails, schedule, cadence, escalation, and the Creator/Analyst permission matrix. These apply to every learner in your org. Only tenant admins can open and save this page.

Training Settings — Reminders and Delivery sections.

Reminders & delivery

Schedule & cadence

• Timezone — quiet hours use wall-clock time in this zone (the page often prefills your browser timezone if unset).
• Quiet hours — hold reminders overnight (default 21:00 → 08:00) and send when the window ends.
• Due-soon window (days) — how far ahead “due soon” reaches (default 7).
• Pre-due nudges — comma-separated days before due date, e.g. 7, 3, 1 (up to 6 values, 0–30).
• Overdue repeat / max sends — how often to re-nudge after overdue, and a hard cap (defaults every 3 days, 3 max).
• Refresher interval (days) — how long after a pass before a refresher-due nudge (default 180; range 30–730). Used with tasks marked Good refresher course.

Per-event emails & escalation

Toggle emails for: Task assigned, Task due soon, Task overdue, Task passed (completion), Refresher due. Defaults: assigned / due soon / overdue on; passed / refresher off.

Escalation (off by default) can notify an Admin, Manager, Custom email, or No one after N days overdue and/or after N learner notices.

Cadence, per-event emails, and escalation controls.

Permissions

Grant Create tasks, Assign tasks, and View progress to Creator and/or Analyst. The Tenant admin (full) row stays locked on. Settings itself stays admin-only.

Permissions matrix for Creator and Analyst roles.

Tip:  Click Save after any change. You should see Training settings saved.

What trainees experience

Admins do not write the quiz questions themselves. After you assign a task, the trainee opens My Tasks, clicks Start (or Resume), and the AI training agent runs through phases: Getting started → Study → Questions → Certification → Passed or Retry.

• Study focuses on your pinned content (or published evidence for the asset if nothing is pinned).
• Certification questions are generated from your success criteria and the material. You do control Wrong-answer redos on the task. Pass threshold and question count are system defaults (in this codebase: up to 5 questions, 80% to pass) — confirm if your tenant was customized.
• On pass, status becomes Passed and the board shows Completed with a date. On fail, they can Try again.
• Exiting mid-session ends that attempt without saving progress for the attempt.

My Tasks — the trainee board (also available under Training for admins).

Note:  For the full trainee walkthrough, see the separate My Training User Guide. This admin guide only covers what you need to set expectations when you assign work.

Common troubleshooting scenarios

I cannot pin KB content to a task

1. Confirm the asset has sources linked in AI Services.
2. Go to Publish and publish a runtime. Wait until it is active.
3. Re-open the task → Look up content. If items still missing, search with different words from the task name/description.

Trainees say they never got an assignment email

1. On Settings, confirm Send reminder emails is on and the Task assigned event is enabled.
2. Check quiet hours and timezone — the email may be held until morning.
3. Confirm Max emails per day has not already been hit for that learner.
4. On Users, expand their row and confirm the task appears with the expected due date.

Someone is overdue and I need to nudge them now

1. Open Dashboard.
2. Filter Needs attention to overdue (or find them in the list).
3. Click Remind. You need the Assign capability; otherwise ask a tenant admin.

I cannot un-assign a task from a user row

If the tooltip says it was assigned via a group or package, open Users → Assignments and Revoke that link instead of using Un-assign on the row.

A Creator or Analyst cannot see Tasks / Users / Dashboard

Open Training → Settings → Permissions and grant the matching capability (Create tasks, Assign tasks, or View progress). They must sign out and back in (or refresh) so /auth/me picks up the new capabilities.

Pass rates look wrong after I edited a task

Editing task content can bump an internal content revision and reset completion for that assignment instance so people re-train on the new material. Re-check the Users page and Dashboard after a major edit.

Known limitations

• Each training task links to exactly one asset.
• You cannot pin content until an active published runtime exists.
• Assignments always require a due date.
• Admins do not write quiz questions in the UI. You can set Wrong-answer redos per task; pass threshold and question count use system defaults unless your tenant was customized.
• The email provider used to send reminders is configured behind the scenes — it is not shown on Training Settings.
• CareAR group sync exists in the API but has no button in the current Users UI; ResolveGrid user groups are what you manage here.
• Deleting a task, package, or group permanently removes related assignment links.
• Settings can only be saved by a tenant admin.

Frequently asked questions

Do I need AI Services to use Training?

Yes for real content. Training is hidden if ResolveGrid AI is off, and pinning requires a published runtime from AI Services.

What is the difference between a task and a package?

A task is one learning unit on one asset. A package is an ordered list of tasks you assign together.

Can I assign the same task to a whole team at once?

Yes — create a user group, filter by that group, and use Assign to all in …, or pick the group in the Assign dialog. New members added later are enrolled automatically for that standing assignment.

Does Remind bypass quiet hours?

Assumption based on code: the Dashboard Remind action enqueues and drains immediately for that learner’s outstanding tasks, separate from the scheduled reminder worker. Confirm in your environment if quiet hours still hold manual reminds.

Where do trainees go?

Training → My Tasks (or the trainee portal equivalent). They Start/Resume there; they do not use the admin Tasks or Settings pages.