Training agents using Coaching with Learning

Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content in learning libraries. Assign learning tasks and track completion.

Important:

Coaching with Learning is available when you enable the Coaching with Learning application from the ServiceNow® Store. To enable this application, see Request Coaching.

• Coaching your trainee
  A manager, or coach, is a subject matter expert of a process and is responsible for providing coaching to an employee, or trainee. Use the Coach Dashboard to manage and measure the effectiveness of your coaching.
• Managing your coaching assessments
  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.