Assign a course item to agents

Assign a course item to one or more agents and add a due date for them to complete the course.

Before you begin

Role required: sn_wfo_cfg_itsm.manager

About this task

You can analyze the course items that were most taken by your team members. You can also see which courses were created in the last five days.

Note:

You can close the status of a course item for any of your team members that you directly or additionally manage by selecting Mark as complete for that course item.

Procedure

1. Navigate to All > Workforce Optimization for ITSM > Manager Workspace.
2. Select the coaching icon ().
3. Select the Learning tab.
4. Select Learning Courses > All Courses.
   • You can search courses based on keywords using the Search courses field or narrow down the display of the courses based on skills using the Filter courses by skill field.
   • In the course item cards, you can view details of each course, for example:
     • The course duration.
     • The type of course item, for example, a URL or a knowledge article.
     • Whether the course item is an internal or an external course item.
     • Skills associated with the course. If a course has more than one skill, you can select the count next to a skill and view all skills. To remove a skill, select a skill and select Remove.
   • You can close the status of a course item for any of your team members that you directly or additionally manage and by selecting Mark as complete for that course item.​
5. Select the assign icon () for the course item you want to assign to agents.
6. In the Assign learning course screen, assign the learning course to groups or team members.

   To	Do this
   Assign the course to all groups that you directly and additionally manage	Select To my groups.
   Assign the course to specific groups or team members	Select To specific groups or team members. In the Group assignment field, select one or more groups to which the agents you want to assign this course to belong. In the Team member assignment field, select one or more team members to which you want to assign the course.

   1. If the agents have to complete the course item within a given date, select the Mandatory check box.
   2. In the Due date field, select the date by which they need to complete it.
   3. Select Assign.
      Note:

      • The course that is most taken by your agents is identified with the Most taken highlight.
      • The course that has been created less than five days before the current date is identified with the New highlight.