War-game a customer education track before curriculum steps, completion rules, and certification claims harden into how every onboarding cohort gets scored.
Customer education tracks fail when the draft invents completion speed success never measured, when adoption dual-counts the same user as trained and as certified, when CS still promises custom 1:1 coaching in private Slack, and when enablement cannot show which modules actually cleared under the published path. A neat curriculum flowchart is not evidence.
Lock the track draft
State the proposed modules and completion gates, which plans and regions it covers, who owns content audit and certification exceptions, what success looks like after two cohorts of completion rate and time-to-value, and the kill criteria if shadow coaching or fairness disputes past a named threshold. Attach the current module inventory, sample completion logs, support ticket mix, and the measured path from invite to certified. If CS, product, and enablement disagree on whether the track buys adoption or just deferred coaching fights, reconcile before seating.
Name the decision you will make if the war game finds nothing new, and the hold criteria if any module still lacks a named owner or a verified exception path.
Seats that should fire on it
- First customer. Fear that "self-serve track" still means unpaid CS hours with no named owner.
- Customer success. Completion math that looks clean while exception cohorts cannot be listed.
- Enablement. Talk tracks that invent certification speed the LMS never showed.
- Support. Macros that still host retired module language.
- Skeptic. The claim that looks strongest and is least sourced.
Optional product seat if in-product tours bind the form. Same pack for every seat.
Private passes
Feed Pingpong the track draft and exhibits. First pass steelmans the curriculum ladder. Later passes attack from the seats above. Final pass turns surviving objections into clearer modules, a published exception path, or a hold. Delete invented "customers already finish these modules" claims and dual-counted completion rates.
Force a day-after narrative: what happens if a large account screenshots mismatched certification terms, if CS still teaches unwritten 1:1 coaching, or if enablement cannot list the open exception cohort. If those stories are stronger than your mitigation plan, fix the package before you publish it. Separate a customer education track from a customer success playbook or a onboarding checklist so each decision stays testable.
Ask every seat to mark which modules are optional in practice. Optional content audits become skipped within a month if nobody names the owner and the time box. Related: war-game a field enablement kit, pretend you are the customer success lead, pretend you are the enablement lead, and the war-game decisions hub. Process: how to run a Pingpong.