Service Operations Workspace - Learning

Release version: Australia

Updated March 12, 2026

2 minutes to read

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Summary of Service Operations Workspace - Learning

Service Operations Workspace Learning allows agents to review, complete, and manage learning courses and paths. It provides personalized course recommendations, enabling users to enhance their skill sets effectively.

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Key Features

Overview Tab: View active and completed learning tasks, including those assigned by managers or self-enrolled. Tasks are organized by due date, showing duration and completion progress.
My Skills: Track the number of skills in your skill set and those recently utilized.
Discover Tab: Browse and filter the course catalog, analyze course details, and receive recommendations based on past activities. Users can enroll in desired courses directly.
My Learning Tab: Monitor pending courses and their due dates, filter by assigned or enrolled courses, and access surveys to enhance skills.
Predictive Intelligence: Discover courses and paths tailored to user interests based on historical activity.

Key Outcomes

By utilizing Service Operations Workspace Learning, agents can effectively manage their learning journey, stay updated on skill development, and receive tailored recommendations, ultimately improving their professional capabilities and performance within the organization.

Use Service Operations Workspace Learning to review learning courses and paths and complete them.

As an agent, you can get recommendations on courses or paths that you may want to take, complete learning paths and courses, and add skills to your skills set when you complete them.

Overview tab

Use the Overview tab to view your active or completed learning tasks, skills you’ve used recently, and recommendations based on your past activities.


Section	Description
My active learning	View the learning tasks, which could include learning paths and courses. These include the ones that your manager has assigned to you and the ones you chose to self-enroll. They’re sorted by the due date and display the duration to complete the task and the completion progress. You can select View all active learning to view all of your active tasks.
Completed learning tasks in the last 90 days	Monitor the status of enrolled learning paths and courses that you've completed in the last 90 days.
My skills	Analyze how many skills that you have in your skills set at a given time including the skills you've recently used.
You may like	See recommendations that you may like based on your past activities or your teams' activities, what's trending, and courses that were added recently to your library.

Discover tab

Use the Discover tab to:

Browse the course catalog or filter them based on set criteria narrow down the display of them to what's relevant to you.
Analyze details for a course and path such as the time that it takes to complete them, or the skills you have gained recently.
Get learning recommended to you based on your past activities or the activities of your teams to which you belong. The content is grouped into different categories. For more information, see Recommendation grouping.
Select Browse recommended learning, and then select and enroll in the desired course item.

My learning tab

Use the My learning tab to:

Analyze courses or paths that are still pending completion and when they're due. You can also sort them by due date.
See courses, which were assigned to you or the ones you've enrolled in that you've have completed.
Use the Assigned & enrolled filter to narrow down the search.

Take a survey or review skills to add to your skill set. You can receive surveys available for any group to which you belong. You can make a copy of the survey and work on it to complete them.