---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Explore

# Exploring Coaching {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Exploring Coaching

Exploring Coaching in ServiceNow enables managers and coaches to review and assess the quality of their teams' completed interactions and tasks.
Based on these assessments, coaches assign relevant training courses to help employees improve their skills.
Upon completion of the training, the associated skills are added to the employees' skill sets, enhancing service quality and performance.
Show full answer Show less  

## Key Features

* **Role-Based Access:** Different roles such as Coaching Trainee, Coaching Coach, and Coaching Admin have specific permissions ranging from viewing assessments to managing the entire coaching process.
* **Coaching Workflow:** Coaching admins set up coaching opportunities and conditions that trigger assessments. Coaches evaluate agents' performance using surveys and assign targeted training to address skill gaps.
* **Training Assignment:** Coaches assign training tasks based on assessment results, enabling trainees to develop skills that improve incident resolution and service quality.
* **Use of Surveys:** Surveys provide consistent, measurable scoring methods for evaluating trainee performance across teams and tasks.
* **Predictive Intelligence Integration:** The system leverages predictive intelligence to recommend relevant skills based on completed work, enhancing personalized coaching.

## Key Outcomes

* **Improved Skill Sets:** Employees receive targeted training that addresses identified skill gaps, leading to enhanced capabilities.
* **Enhanced Service Quality:** With better skills and consistent assessments, teams deliver higher quality service.
* **Effective Coaching Management:** Coaching admins and coaches can efficiently manage assessments, training assignments, and performance evaluations.

## Practical Guidance for ServiceNow Customers

To effectively utilize Coaching, customers should assign appropriate roles to their team members, set up coaching opportunities and surveys, and regularly review coaching assessments. This structured approach helps identify skill gaps, assign relevant training, and track improvement, ultimately raising team performance and service quality.  
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 {#cf-exploring-coaching__cf-exploring-parent-overview}

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

## Coaching users {#cf-exploring-coaching__cf-exploring-parent-users}

{#cf-exploring-coaching__table_nqm_rvp_2fb__entry__3}

| 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 {#cf-exploring-coaching__ul_u5c_yqs_tfb} |
| 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 {#cf-exploring-coaching__ul_qhs_htn_sfb} |
| sn_coaching.admin \[Coaching admin\] | Able to perform all functions. | * sn_coaching.coach * survey_admin * sn_cim_improvement_requester * sn_lc.learning_admin {#cf-exploring-coaching__ul_pn2_ktn_sfb} |
| 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 {#cf-exploring-coaching__ul_prs_4wq_npb} |
[ ]

{#cf-exploring-coaching__table_nqm_rvp_2fb}

## Coaching workflow {#cf-exploring-coaching__cf-exploring-parent-workflow}

The image shows a high-level workflow on how coaching admins set up Coaching, and how managers and agents use Coaching.  
Figure 1. Assessing and training agents with Coaching with Learning  
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.
{#cf-exploring-coaching__cf-exploring-parent-workflow-ol}

## Coaching benefits {#cf-exploring-coaching__cf-exploring-parent-benefits}

{#cf-exploring-coaching__table_b14_mmh_scc__entry__3}

| 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. {#cf-exploring-coaching__ul_ahx_4sk_tcc} | Coach or manager |
| Get trained to enhance your skills set. | Take assigned training tasks to address skill gaps. | Coaching trainee |
[Table 1. Coaching benefits]

{#cf-exploring-coaching__table_b14_mmh_scc}

## What to explore next {#cf-exploring-coaching__cf-exploring-parent-links}

To learn more about configuring and using Coaching, see:

* [About Coaching](https://www.servicenow.com/docs/sqbYWK5F5CccCSg7887qIA "After you enable Coaching, you can set up roles and groups, define coaching opportunities, create training material, and start assessing and coaching employees. The Coach and Trainee dashboards provide useful overviews to manage and measure results.")
* [Setting up Coaching and surveys](https://www.servicenow.com/docs/Ri1aJWH3ewu8lJYliw52_g "To take full advantage of Coaching, configure the Coaching application and set up surveys.")
* [Managing your coaching assessments](https://www.servicenow.com/docs/_4rsgGyF27L6S8RhWY11hA "Employees, or trainees, are assessed on work they have done that has triggered a coaching opportunity. Once assessed, the trainee is assigned training by the coach. Use the Trainee Dashboard to manage your assessments and track results.")
* [Coaching reference](https://www.servicenow.com/docs/TEom9~lm3dMj7eQBGNlqsA "Coaching reference content includes business rules and field descriptions.")
{#cf-exploring-coaching__ul_c14_mmh_scc}