Exploring Coaching

  • Release version: Zurich
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Exploring Coaching

    Exploring Coaching enables ServiceNow customers to review and assess the quality of their teams' completed interactions and tasks. Based on these assessments, coaches can assign relevant training courses to improve employees' skill sets and enhance service quality. Upon completing training, associated skills are added to the employees' profiles, supporting continuous development.

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    Key Features

    • Role-Based Access: Different roles with specific permissions facilitate the coaching process:
      • Coaching Trainee: Can view their assessments and add work notes.
      • Coaching Coach: Can read/write coaching assessments, assign training, and manage virtual coaches, but cannot create coaching opportunities.
      • Coaching Admin: Has full permissions to configure and manage coaching, including creating coaching opportunities and surveys.
      • Learning Catalog Group Manager: Manages learning libraries relevant to coaching.
    • Coaching Workflow: Coaching admins set conditions that trigger assessments and define surveys to evaluate agent performance. Coaches assess agents’ incident resolution skills and service quality, assign targeted training, and use surveys for consistent, measurable scoring. Trainees complete assigned training to address skill gaps and improve expertise.
    • Integration with Predictive Intelligence: When combined with Workforce Optimization for ITSM, Predictive Intelligence recommends skills to develop based on agents' completed work using supervised and unsupervised learning.

    Key Outcomes

    • Improved Skill Sets: Agents receive personalized training to close skill gaps, leading to enhanced capabilities.
    • Enhanced Service Quality: Regular assessment and coaching ensure higher standards in incident resolution and overall service.
    • Consistent and Measurable Evaluations: Use of surveys and defined assessment criteria promotes fairness and uniformity in performance reviews.
    • Streamlined Coaching Management: Admins can efficiently set up coaching opportunities, content, and surveys to support ongoing development.

    Next Steps

    ServiceNow customers can deepen their understanding and implementation of Coaching by exploring topics such as configuring coaching and surveys, managing coaching assessments, and referencing detailed coaching documentation.

    Review and assess the quality of your teams' completed interactions and tasks. Based on these assessments, you can assign course items for your teams. When they complete the training, the skills associated with it get added to their skills set.

    Coaching overview

    Coach your teams to train your employees to improve their skill set and enhance the quality of their service.

    Coaching users

    Role Description Roles inherited
    sn_coaching.trainee

    [Coaching trainee]

    Able to view coaching assessments to which they belong.

    Able to add work notes in a coaching assessment by clicking Review Assessments.
    • skill_user
    • survey_reader
    • pa_viewer
    sn_coaching.coach

    [Coaching coach]

    Able to read and write coaching assessments assigned to the coach group to which they belong.

    Able to assign a training and virtual coaches to a coaching opportunity.
    Note:
    The Coaching coach is not able to create a coaching opportunity.
    • sn_coaching.trainee
    • pa_viewer
    • sn_lc.catalog_manager
    sn_coaching.admin

    [Coaching admin]

    		 Able to perform all functions.
    • sn_coaching.coach
    • survey_admin
    • sn_cim_improvement_requester
    • sn_lc.learning_admin

    Learning catalog group manager [sn_lc.catalog_group_manager]

    Grants administrative rights to create, read, or update learning libraries based on groups.
    • sn_lc.task_creator
    • sn_lc.content_writer

    Coaching workflow

    The image shows a high-level workflow on how coaching admins set up Coaching, and how managers and agents use Coaching.
    Note:
    You can use Predictive Intelligence when you use Coaching with Workforce Optimization for ITSM.
    Figure 1. Assessing and training agents with Coaching with Learning
    Coaching workflow
    1. Coach admins set conditions in coaching opportunities that trigger an assessment. They can also define surveys used to assess agent performance.
    2. The system generates the assessment along with the survey, if defined, and assigns it to the coach.
    3. The coach assesses agents' ability to resolve incidents and the quality of their service. They also assign training tasks to agents based on the assessment.
    4. The trainee completes the assigned training tasks to address skill gaps and enhance skills set.
    5. The coach uses surveys to apply consistent, measurable scores across teams or tasks to evaluate them.
    6. Overall, the Coaching workflow helps agents enhance their skills set and the quality of their service.
    7. Predictive Intelligence uses supervised and unsupervised solutions definitions to recommend skills based on the work the agent has completed.

    Coaching benefits

    Table 1. Coaching benefits
    Benefit Feature Users
    Set up Coaching Set up coaching opportunities, learning content, virtual coaches, and surveys. Coach admin
    Assess trainees and coach them.
    • Assess trainees' ability to resolve incidents.
    • Assign training tasks to agents based on assessments.
    • Use surveys to evaluate the trainees.
    		 Coach or manager
    Get trained to enhance your skills set. Take assigned training tasks to address skill gaps. Coaching trainee

    What to explore next

    To learn more about configuring and using Coaching, see: