Training your 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.

Organize related learning content

Create a learning library to organize related content into categories.

Before you begin

Role required: sn_coaching.coach

Procedure

1. Navigate to All > Learning > Content > Learning Libraries.
2. Create a learning library.
   1. Click New.
   2. In the Title field, enter a unique name for the learning library.
   3. In the Description field, enter a description for the learning library.
   4. Right-click the form header and click Save.

   Note:

   The learning library is visible to all groups that you directly or additionally manage.
3. Add course items to the learning library.
   1. Click the Content related list.
   2. Click Add.
   3. In the Add Learning Courses pop-up window, select all course items you want to add to the learning library.
   4. Click Add Selected. The course items are added to the learning library.

   Note:

   To remove any course item you have added, select the course item and click Remove.
4. Add user to the library.
   1. Click the Applicable Users related list.
   2. Click Edit.
   3. Move the desired users to the Applicable Users List field.
   4. Click Save.

Add internal learning content

Add internal courses so that agents can learn new content and enhance their skills set.

Before you begin

Role required: sn_coaching.coach

Procedure

1. Navigate to All > Learning > Content > Learning Content.
2. Create an internal learning content.
   1. Select New.
   2. Fill in the following fields.

      Name	Description
      Title	Name of the course.
      Internal source	Select the type of content for the course. Here are the available types of courses: URL—Youtube, Vimeo, or any link for a video Knowledge article Free form
      Days to complete	The number of days required to complete the course. Default value is set to 5.
      Course catalog	The catalog associated with the course.
      Knowledge article	If the internal source is a knowledge article, select the article.
      URL Domain	If the internal source is URL, select the domain for the URL. Here are the available URL domain types: Youtube Vimeo Other
      URL	If the internal source is URL, enter the URL for the selected domain.
      Estimated duration	Length of time when the course has to be completed. For example, for a video, it is the duration of the video. For a KB article, the duration is estimated based on the length of the article.

3. Select Save.
4. Add a skill to the internal learning content.
   1. Select the Associated skills related list.
   2. Select New.
   3. In the Skill field, select a skill you want to associate with the internal content.
   4. In the Skill level field, select a skill level for the selected skill.
   5. Select Save.

Add a learning task to the internal content

Add a learning task to an internal content and track the task completion.

Before you begin

Role required: sn_coaching.coach

Procedure

1. Navigate to All > Learning > Content > Learning Content.
2. Add a learning task to the internal learning content.
   1. Select the Learning Tasks related list.
   2. Select New.
   3. In the Assigned to field, select a trainee to whom you want to assign the learning task.
   4. In the Course item field, select the course item to associate with the learning task.
   5. In the Due date field, select the calendar icon and select the date and time when you want to trainee to complete the learning task.
   6. Select Save.

Add external learning content

Add courses from third-party applications such as Udemy, Pluralsight, Cornerstone, or ServiceNow University to enable your users to gain skills from external learning content.

Before you begin

To add external learning content:

• You must have the Workforce Optimization for ITSM application installed.
• You must integrate Coaching With Learning with third-party learning management systems. For information on how to perform this integration, see Integrating Learning Core with third-party learning management systems.

Role required: sn_coaching.coach

Procedure

1. Navigate to All > Learning > Content > External Content.
2. Select a course.
3. Click Go to course.
   You can review and learn the external course.

Complete a learning task

Enhance your skills set by completing learning tasks from internal or external learning content.

Before you begin

Role required: sn_coaching.trainee

Procedure

1. Navigate to All > Learning > Tasks > Learning Tasks.
2. Select a learning task.
3. Complete the learning task.
4. Click Mark as Complete.