Create internal learning content

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

Before you begin

Role required: sn_lc.content_creator

Procedure

1. Navigate to Workspaces > Manager Workspace.
2. Click the Coaching () icon.
3. Click Learning Courses and select Internal Courses.
4. Create an internal learning course.
   1. Click New.
   2. Fill in the following fields in Details tab.

      Table 1. Internal courses form field

      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
      Days to complete	The number of days required to complete the course. Default value is set to 5.
      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.
      Description	Description of the course.

5. Click Save.
6. Add a skill to the internal content.
   1. Click the Associated skills tab.
   2. Click 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. Click Save.
7. Add a learning task to the internal content.
   1. Click the Learning Tasks tab.
   2. Click New.
   3. In the Assigned to field, select a trainee to whom you want to assign the learning task.
   4. In the Catalog field, select the catalog to associate with the learning task.
   5. In the Due date field, click the calendar icon and select the date and time when you want to trainee to complete the learning task.
   6. Click Save.