Create internal learning content

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • Add internal courses so that agents can learn new content and enhance their skill set.

    Before you begin

    Role required: sn_wfo_cfg_itsm.manager

    Procedure

    1. Navigate to All > Workforce Optimization for ITSM > Manager Workspace.
    2. Select the coaching icon.
    3. Select Learning Courses and select Internal 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.
    4. Create an internal learning course.
      1. Select New. The Learning Internal Content screen appears.
      2. Fill in the following fields.
        Name Description
        Title Name of the course.
        Internal source Select the type of content for the course.

        Here are the available types of courses:

        • URL—Youtube, Vimeo, or any link for a video
        • Knowledge article
        • Free form
        • Quiz
        Days to complete The number of days required to complete the course. Default value is set to 5.
        Course catalog The catalog associated with the course.
        Knowledge article If the internal source is a knowledge article, select the article.
        URL Domain If the internal source is URL, select the domain for the URL.

        Here are the available URL domain types:

        • Youtube
        • Vimeo
        • Other
        URL If the internal source is URL, enter the URL for the selected domain.
        Estimated duration Length of time when the course has to be completed. For example, for a video, it is the duration of the video. For a KB article, the duration is estimated based on the length of the article.
    5. Select Save.
    6. Add a skill to the internal content.
      1. Select the Associated skills tab.
      2. Select New.
      3. In the Skill field, select a skill you want to associate with the internal content.
      4. In the Skill level field, select a skill level for the selected skill.
      5. Select Save.
    7. Add a learning task to the internal content.
      1. Select the Learning Tasks tab.
      2. Select New.
      3. In the Assigned to field, select a trainee to whom you want to assign the learning task.
      4. In the Course item field, select the course item to associate with the learning task.
      5. In the Due date field, Select the calendar icon and select the date and time when you want to trainee to complete the learning task.
      6. Select Save.