Create internal learning content

---
title: Create internal learning content
description: Add internal courses so that agents can learn new content and enhance their skill set.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/create-internal-learning-content-configurable-wfo-itsm.html
release: australia
product: Workforce Optimization for IT Service Management
classification: workforce-optimization-for-it-service-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Learning, Training your teams, Coaching, Workforce Optimization for ITSM, IT Service Management]
---

# Create internal learning content

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

## Before you begin

**Important:** Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

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.

<table id="table_bdh_5jk_bpb"><thead><tr><th>

Name

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Title

</td><td>

Name of the course.

</td></tr><tr><td>

Internal source

</td><td>

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


</td></tr><tr><td>

Days to complete

</td><td>

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

</td></tr><tr><td>

Course catalog

</td><td>

The catalog associated with the course.

</td></tr><tr><td>

Knowledge article

</td><td>

If the internal source is a knowledge article, select the article.

</td></tr><tr><td>

URL Domain

</td><td>

If the internal source is URL, select the domain for the URL. Here are the available URL domain types:

 -   Youtube
-   Vimeo
-   Other


</td></tr><tr><td>

URL

</td><td>

If the internal source is URL, enter the URL for the selected domain.

</td></tr><tr><td>

Estimated duration

</td><td>

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.

</td></tr></tbody>
</table>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**.

**Parent Topic:**[Learning in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/workforce-learning-configurable-wfo-itsm.md)