Integrating Coaching with other applications

Bring in data from other ServiceNow applications to enhance the training of your agents.

• Continual Improvement Management
  One example of a coaching opportunity with CIM would be to use improvement initiatives to set up external training tasks.

  Note:

  The Continual Improvement Management (com.sn_cim) plugin must be active to create an improvement initiative. Continual Improvement Management requires a separate subscription and must be activated by ServiceNow personnel.
• Skills Management

  In a coaching assessment, you can assess trainee skills to identify gaps so the trainee can be coached to acquire new skills or to enhance their existing skill level.

• Knowledge management

  You can assign knowledge articles as assigned training.