Setting up Coaching in Workforce Optimization for ITSM

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Manage agent skills and assess the quality of completed tasks. Use predictive intelligence to recommend skills for agents. Train your agents with internal and external learning content.

    To identify and add course items for a virtual coach, see Identify and add course items for a virtual coach.

    Important:
    If you have enabled the Coaching (sn_coaching) plugin, make sure that you have upgraded the following plugins to latest store release version:
    • Workforce Optimization for ITSM Configurable Workspace (sn_wfo_cfg_itsm).
    • Workforce Optimization Configurable Workspace Core (sn_wfo_cfg_ws).
    • Workforce Optimization Common (sn_wfo_common).
    For more information, see Activate Workforce Optimization for ITSM.