Applies To:
- KS Administrators
- Pinnacle Series Administrators
FAQ - Pinnacle Series & KnowledgeSmart User Management Synchronization
1. What exactly does the synchronization do?
The synchronization automatically syncs user data between Pinnacle Series and KnowledgeSmart, including user email addresses, first names, last names, and User IDs. Any changes made in Pinnacle Series will update KnowledgeSmart automatically.
2. Which user data fields are synced between the platforms?
The following fields are synced:
- Email Address
- Full Name
- User ID (Unique Identifier)
These fields are synced one way from Pinnacle Series to KnowledgeSmart. Changes must be made in Pinnacle Series for them to appear in KnowledgeSmart.
3. How often does the sync happen?
Once activated, the sync occurs automatically and in real-time with updates in Pinnacle Series. There’s no need to manually trigger a sync after setup. The frequency of the sync is currently configured to every 15 minutes.
4. Can the synchronization be disabled or paused?
Yes, customers can toggle the sync on or off in the Configure KnowledgeSmart section of the Pinnacle Series Admin Portal, giving them full control over sync timing.
5. What happens if a user is deleted in Pinnacle Series?
When a user is deleted in Pinnacle Series, they’re flagged for deletion in KnowledgeSmart, remaining in a "non-employee" status for 90 days before being anonymized if not restored.
6. Why aren’t custom fields syncing between the platforms?
The sync is designed to handle only core fields (email, first name, last name, and User ID). Custom fields, team assignments, and manager relationships are not included.
7. What if I notice users aren’t syncing correctly?
Common reasons for sync issues include:
- Invalid or duplicate email addresses in Pinnacle Series.
- Sync not activated properly in the Configure KnowledgeSmart settings.
- Network issues or system bottlenecks causing delays.
Check the Sync History log in KnowledgeSmart for errors, and ensure the sync is active in Pinnacle Series.
8. If we have SSO enabled in Pinnacle Series, will it work in KnowledgeSmart as well?
If SSO (Single Sign-On) is enabled in Pinnacle Series, this does not automatically extend SSO functionality to KnowledgeSmart. The current implementation allows for seamless login from Pinnacle Series to KnowledgeSmart when accessing an assessment through an invitation link in an email. Users are directed to Pinnacle’s login page and, once logged in, are redirected to their KnowledgeSmart assessment without needing a separate password.
9. Can a user’s profile in KnowledgeSmart be edited directly?
No. User data synced from Pinnacle Series (email, name, and User ID) must be updated in Pinnacle Series. Any changes made in KnowledgeSmart will not sync back to Pinnacle Series.
10. How do I access the sync logs to see if an update has occurred?
Admins can access sync logs by going to KnowledgeSmart > Users > Sync History. The logs show details of each sync, including user additions, deletions, and any errors during the process. Sync logs are retained for 30 days.
11. How do I troubleshoot login issues related to the synchronization?
For Single Sign-On (SSO) issues:
- Verify that the SSO configuration is correctly set up in both Pinnacle Series and KnowledgeSmart.
- Ensure users are using the correct login URL.
- If issues persist, check the sync logs to ensure the user's profile was synced properly.
For non-SSO login issues:
- Ensure that the user's credentials in Pinnacle Series are correct and synced to KnowledgeSmart.
- Reset credentials if necessary.
12. What if users are not removed from KnowledgeSmart after deletion in Pinnacle Series?
Verify that the user was deleted in Pinnacle Series, and check the Sync History log to confirm if the user was flagged for removal. Users flagged for deletion will remain in KnowledgeSmart for 90 days in a non-employee status before being anonymized.
13. How does the synchronization handle large user bases (e.g., 5,000+ users)?
The synchronization is built to scale for organizations of all sizes, ensuring efficient data updates across both platforms without manual intervention.
14. What should I do if the sync process times out or delays occur?
- Ensure the customer has a stable network connection.
- Check for system bottlenecks in Pinnacle Series or KnowledgeSmart that could be causing the delay.
- Review the Sync History log for any errors that may have caused the timeout.
15. What if I notice discrepancies between the two platforms after a sync?
If data discrepancies occur, ensure updates were made in Pinnacle Series (as changes should not be made in KnowledgeSmart), and check the Sync History log. You may also toggle the sync OFF and ON to manually trigger a re-sync.
16. What are the key benefits of this synchronization for customers?
- Time Savings: Automated sync eliminates the need for manual user data updates across platforms, saving admin time.
- Data Accuracy: The sync ensures that user data is always accurate and consistent between Pinnacle Series and KnowledgeSmart.
- Improved Engagement: A single login for both platforms reduces login friction and encourages greater engagement with training materials.
17. Can I control which users are synced or not?
No, the sync automatically applies to all users in Pinnacle Series. Selective syncing is not currently an option.
18. What happens if a user’s email address changes?
When a user’s email address is updated in Pinnacle Series, it will automatically sync to KnowledgeSmart. If the email is invalid or a duplicate, the sync will fail, and an admin will need to correct it in Pinnacle Series.
19. What if I need to disable a user temporarily in Pinnacle Series?
Archive or deactivate the user in Pinnacle Series to prevent syncing to KnowledgeSmart. This keeps their data intact for future reactivation.
20. Can I revert a sync if incorrect data was transferred?
No, once a sync occurs, data in KnowledgeSmart reflects Pinnacle Series changes. Correct data in Pinnacle Series, and the next sync will update KnowledgeSmart accordingly.
21. How does the system handle password resets?
Password resets should be done through Pinnacle Series. Since the system syncs login credentials, any password changes will propagate to KnowledgeSmart during the next sync, ensuring a unified login experience.
22. What if a user needs access to both Pinnacle Series and KnowledgeSmart with different roles?
User roles and permissions are not part of the sync and must be managed separately in both platforms. Be sure to assign appropriate roles in both Pinnacle Series and KnowledgeSmart.
23. How are custom security or data privacy requirements handled during synchronization?
The sync adheres to standard security protocols, but if you have specific privacy requirements, such as excluding certain fields from being synced, those must be handled manually since custom fields are not included in the sync.
24. What if I need to retain data for historical users who no longer appear in Pinnacle Series?
If you need to retain data for users who no longer appear in Pinnacle Series, you can create a group in KnowledgeSmart called Ex-Employees and move them to an archive-linked account. This account will maintain their data but typically will not have access to assessment content, preserving historical records.
25. Would KnowledgeSmart Admins be able to edit the synchronized fields within the KS Admin Dashboard?
No, once the sync is anabled and successfully completes the only element that would be editable from within the KS Admin Dashboard is the KS User Name.
26. When new users are added to Pinnacle Series and the KS User Sync is active would users receive a KnowledgeSmart platform notification with login details?
When you sync users with KnowledgeSmart (KS) through Pinnacle Series, new users added via the sync will not receive an automated email from KnowledgeSmart. The current solution prevents unnecessary alerts, particularly for users who might not be directly involved with the assessment platform, such as non-technical staff. If your organization enables the user sync, users are automatically created in KnowledgeSmart as “Employees” based on their profiles in Pinnacle Series, without triggering welcome emails or login information notifications. This approach maintains a smooth onboarding experience and reduces any confusion for new users added through the sync.
27. Does the KS User Sync extend to all assessment types (tests, surveys, and skills audits) within KnowledgeSmart?
When the KnowledgeSmart (KS) user data integration with Pinnacle Series (PS) is toggled on, users will indeed have single sign-on (SSO) functionality. This means they will not need a separate password for KS tests, surveys, and skills audits. When they access a link within an invite they will be re-directed to Pinnacle Series for authentication with our SSO seamlessly carrying them across to KnowledgeSmart, allowing them to access all three types (tests, surveys, skills audits) without additional login steps. This integration reduces the need for multiple credentials, streamlining the user experience.
Related Articles
One-to-One User Matching in Pinnacle Series and KnowledgeSmart Integration
Understanding SSO and Seamless Login Integration Between Pinnacle Series and KnowledgeSmart
Still Need Help?