Course
AI for Core and Support Functions
15 hours 05 minutes
Credits: Optional Learning
Description
In this course, learners will develop practical AI skills across four key business functions – IT helpdesk, human resources, marketing, and general workplace productivity. In the IT helpdesk track, learners will apply generative AI to ticket classification, troubleshooting, escalation path validation, root-cause analysis, and knowledge base creation. In the HR track, they will use AI to automate resume screening, personalise onboarding, conduct performance reviews, predict employee turnover, design diversity and inclusion strategies, and develop AI-driven HR policies. In the marketing track, learners will leverage generative AI for SEO content, blog generation, ad copy, buyer personas, A-B testing, LinkedIn posts, and financial thinking for marketers. The course concludes with a cross-functional AI foundations and productivity module covering prompt engineering, Microsoft Copilot for M365 and Windows 11, responsible AI practices, growth mindset, and aligning AI strategy with business value.
What Students Will Learn
Chapter 1. AI for IT Helpdesk
- AI in the Workplace
- Responsible Use of AI
- Introduction to AI for IT Helpdesk Skillshort
- Using Generative AI for Helpdesk Operations
- Generative AI Helpdesk Lab: Ticket Classifier
- Generative AI Helpdesk Lab: Troubleshooting
- Generative AI Helpdesk Lab: Escalation Path Validator
- Generative AI Helpdesk Lab: Root-Cause Hypothesis
- Generative AI Helpdesk Lab: Knowledge Base Article Creator
- Skill Benchmark: AI Foundations Awareness (Entry Level)
Chapter 2. AI for Human Resources
- Leveraging AI in Human Resources
- Developing People
- Generative AI Human Resources Lab: Ethical Considerations in AI-Powered HR
- Generative AI Human Resources Lab: Designing a Diversity and Inclusion Strategy
- Generative AI Human Resources Lab: Personalizing Onboarding Plans
- Generative AI Human Resources Lab: Streamlining HR Queries with AI
- Generative AI Human Resources Lab: Conducting Performance Reviews with AI Assistance
- Generative AI Human Resources Lab: Enhancing Employee Engagement
- Generative AI Human Resources Lab: Developing AI-Driven HR Policies
- Generative AI Human Resources Lab: Drafting Job Descriptions
- Generative AI Human Resources Lab: Automating Resume Screening
- Generative AI Human Resources Lab: Predicting Employee Turnover
- Skill Benchmark: Leveraging AI in Human Resources Awareness (Entry Level)
Chapter 3. AI for Marketing
- Harnessing AI for Marketing Success
- PR Scandal
- Generative AI Marketing Lab: SEO Optimized Content
- Generative AI Marketing Lab: Blog Post & Article Generation
- Generative AI Marketing Lab: Creating Engaging and Interactive Surveys
- Generative AI Marketing Lab: Level up Your LinkedIn Posts with Generative AI
- Generative AI Marketing Lab: Customer-Buyer Persona Development
- Generative AI Marketing Lab: A-B Testing Variations
- Generative AI Marketing Lab: Product Descriptions
- Generative AI Marketing Lab: Leverage AI to think like a CFO for Marketers
- Generative AI Marketing Lab: Hyper-Targeted Ad Copy
- Generative AI Marketing Lab: Prompt Crafting for Marketers
- Skill Benchmark: Harnessing AI for Marketing Success Awareness (Entry Level)
Chapter 4. General AI Foundations & Productivity
- Getting Started with Prompt Engineering
- Creating documents efficiently with Copilot for Microsoft 365
- Discovering Copilot for Windows 11
- Optimizing communication & information with Copilot for Microsoft 365
- Fostering a Growth Mindset in the Age of AI
- Leveraging AI as a Team Member
- AI Ethics and Risk
- Aligning AI Strategy with Business Value
- Considerations for Using AI Responsibly
- Skill Benchmark: Prompt Engineering Fundamentals for Programmers Literacy (Beginner Level)
- Skill Benchmark: ChatGPT Awareness (Entry Level)
Optional
- Introduction to AI for IT Helpdesk Skillshort Cheatsheet
- Introduction to Generative AI
- Generative AI in Practice: 100+ Amazing Ways Generative Artificial Intelligence Is Changing Business And Society
- Generative Artificial Intelligence: What Everyone Needs to Know
- Generative AI: The Insights You Need from Harvard Business Review HBR Insights
- The Quick Guide to Prompt Engineering: Generative AI Tips and Tricks for ChatGPT, Bard, Dall-E, and Midjourney
- Applied Generative AI for Beginners: Practical Knowledge on Diffusion Models, ChatGPT, and Other LLMs
- Large Language Model-Based Solutions: How to Deliver Value with Cost-Effective Generative AI Applications
- Hyperautomation for Next-Generation Industries
- The Service Desk Handbook: A Guide to Service Desk Implementation, Management and Support
- Deploying AI in the Enterprise: IT Approaches for Design, DevOps, Governance, Change Management, Blockchain, and Quantum Computing
- The Potential of Generative AI: Transforming technology, business and art through innovative AI applications
- Generative AI Security: Theories and Practices
- AI Horizons: Shaping a Better Future Through Responsible Innovation and Human Collaboration
- The First-Time Manager: HR
- Digital Marketing QuickStart Guide: The Simplified Beginner's Guide to Developing a Scalable Online Strategy, Finding Your Customers, and Profitably Growing Your Business
- Mastering Marketing Data Science: A Comprehensive Guide for Today's Marketers
- Building AI Driven Marketing Capabilities: Understand Customer Needs and Deliver Value Through AI
- Marketing 6.0: The Future Is Immersive
Overall Learning Outcomes
- Apply generative AI tools to IT helpdesk operations including ticket classification, troubleshooting, escalation, and knowledge base creation
- Use AI responsibly in workplace contexts and apply foundational AI principles across business functions
- Leverage AI in HR to automate resume screening, personalise onboarding, conduct performance reviews, and develop AI-driven HR policies
- Apply AI to diversity and inclusion strategy design, employee engagement, and turnover prediction
- Use generative AI in marketing to create SEO content, ad copy, blog posts, product descriptions, and buyer personas
- Apply A-B testing, LinkedIn content optimisation, and financial thinking frameworks using generative AI for marketing
- Engineer effective prompts using structured prompt engineering techniques for workplace productivity
- Use Microsoft Copilot across M365 and Windows 11 to create documents, optimise communication, and manage information efficiently
- Align AI strategy with business value and apply ethical AI principles to real-world decision-making
- Foster a growth mindset and develop skills for leveraging AI effectively as a collaborative team member