Create a learning path in Workforce Optimization for ITSM

Create a learning path, add relevant skills and course items, and publish the path. When your agents complete the path, any skills associated with the path are automatically added to the agent's profile.

Before you begin

Role required: sn_wfo_cfg_ws.manager​

This video walks you through the steps for creating a learning path.

Procedure

1. Navigate to Workspaces > Manager Workspace.
2. Select the Coaching icon ().
3. Select the Learning tab.
4. Navigate to Learning Paths > All learning paths.
   • You can search a path based on keywords using the Search field or narrow down the display of the paths based on skills using the Filter by skill field.
   • You can select a learning path to view the details. You can analyze the path objective, the skills associated with the course items, the total number courses in the path, and the duration to complete them.
   • You can select the link that displays the skills and view all skills associated with the learning path. The list of skills will display if there are more than 5 skills associated with the learning path.
5. Select Create new path.
   The New learning path screen displays.
6. Create a learning path.
   1. In the Path name field, enter a unique name for the learning path.
   2. In the Course Catalog field, select the catalog to which you want to associate the learning path.
      Important:

      You can customize the publish flow for any catalog other than the Default Catalog. For information on publish flow, see Create a course catalog and the Course catalog form.
   3. Select Next.

   The learning path that is created is in Draft state. You can choose to complete it later.
7. Add or remove course items.
   • You can search courses based on keywords using the Search field or narrow down the display of the courses based on skills using the Filter by skill field.
   • You can select a course and preview the details.

   Note:

   You can add a quiz as a course item.
   1. Enable or disable the check box for the course items that you want to add or remove from the learning path.
   2. Select Add items.
   The Review screen appears. A learning path consists of a list of courses that a trainee takes in a given order. You can drag the courses in the list to set the order in which the trainee has to complete the path. In the Items in the learning path list, the added course items display in the order you have selected them. You can drag and reorder these items.
8. Review the learning path.
   The skills associated with the selected courses are automatically populated in the Course skills field.
   1. Review and edit any required details.
      You can also add additional skills to the learning path.
   2. Optional: To remove items that you no longer want to associate with the learning path, select the item and then select Remove selected items.
   3. Select Next.
      The Publish screen appears.

      • The screen displays the agent view of the learning path.
      • The Curriculum section displays the course items in the order that you have selected in the Review screen.
      • If you do not want to publish the learning path, you can select Save and come back to it later.
9. Select Submit to publish the learning path.
   The learning path is published based on the Publish flow.