Service Operations Workspace - Learning
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Summary of Service Operations Workspace - Learning
Service Operations Workspace Learning enables agents to review, enroll in, and complete learning courses and paths. It helps agents enhance their skills by providing personalized course recommendations based on their own and their teams' past activities. Upon course completion, agents can add new skills to their skills set.
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Key Features
- Overview tab: Displays active and completed learning tasks, recently used skills, and personalized recommendations. Active tasks include manager-assigned and self-enrolled courses, sorted by due date.
- Discover tab: Allows browsing and filtering of the course catalog to find relevant courses and learning paths. Provides detailed information such as completion time and skills gained. Recommendations are grouped based on user and team activities.
- My learning tab: Tracks pending courses and learning paths with due dates, filters assigned and enrolled courses, and allows users to take surveys or review skills for skill set updates.
- Learning path and course item discovery: Facilitates course and path discovery using Predictive Intelligence, offering recommendations tailored to past learning activities.
Benefits for ServiceNow Customers
- Efficiently manage and track learning progress within the Service Operations Workspace.
- Receive tailored learning recommendations to support skill development aligned with job roles and team needs.
- Access detailed course information to make informed decisions on learning priorities and timelines.
- Leverage surveys and skill reviews to continuously refine and validate agent capabilities.
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.
|
| 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
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
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.