Create a Learning Manager User Profile for Workforce Engagement

To configure the user who assigns learning modules to agents via agent engagement, create a Learning Manager user profile.

Note Workforce Engagement is scheduled for retirement. See Workforce Engagement Retirement.

Open Setup | Users.
Click Profiles.
Select the Standard User Profile and click Clone.
Name the profile something like Learning Manager, and save your changes.
Click Edit on the Learning Manager profile.
Verify that the Lightning Console User box is checked.
Scroll down to Standard Object Permissions, and grant the following access: Read, Create, View All Records on Person Training; Read on Skill Level Definitions; Read, Create, and View All Records on Skill Level Progresses; Read on Skill Level Learning Contents.

Important In Spring ‘22, we renamed the Agent Training object to Person Training. If you set up Workforce Engagement previously, you must enable Read, Create, and View All Records access on the Person Training object. These access permissions are needed so that the Learning Manager can assign modules to agents.
Save your changes.

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