Coaching field descriptions

  • Release version: Xanadu
  • Updated August 1, 2024
  • 5 minutes to read
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    Summary of Coaching Field Descriptions

    This guide details the configuration and usage of coaching-related fields and forms within ServiceNow’s coaching module, updated for the Xanadu release. It covers coaching opportunities, assessments, virtual coaching, and training records, enabling customers to set up, manage, and track coaching activities effectively.

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    Coaching Opportunity Form

    Defines parameters for creating coaching opportunities triggered by specific events in ServiceNow tables. Key fields include:

    • Number and Name: Unique identifiers for the opportunity.
    • Table and Trainee: Specifies the table and the field identifying the trainee.
    • Trainee and Coach Groups: Limits coaching to specific user groups.
    • Trigger: Event that initiates the coaching opportunity, like incident reassignment.
    • Active: Enables or disables the opportunity.

    The Frequency tab controls assessment creation with options for random sampling, duration, and duplicate prevention to manage volume and ensure relevant coaching.

    The Surveys tab allows assigning feedback surveys to trainees and coaches to gather qualitative data.

    The Related KPIs tab links coaching to measurable improvement and strategic objectives.

    The Snapshot Settings tab defines what data is captured during coaching, either by selecting fields or using advanced scripting for custom evaluations.

    Coaching Assessment Form

    Represents individual coaching sessions triggered by opportunities. Important fields include:

    • Number, Trainee, and Record: Identify the assessment and related record.
    • State: Tracks progress: Open, Work in Progress, Resolved, Closed Complete, or Closed Incomplete.
    • Coach and Coach Group: Assigns responsibility for the assessment.
    • Due Date: Defines deadlines to ensure timely completion.

    Additional tabs capture notes, snapshots of task behavior at coaching time, and feedback ratings to assess trainee performance. Ratings range from Excellent to Unacceptable and include follow-up actions like additional coaching or referrals.

    Actions on assessments include completing, reopening, submitting feedback, or deleting assessments, providing flexible lifecycle management.

    Virtual Coaching Form

    Automates coaching triggered by events, with options to activate the coaching, define triggering conditions, and apply advanced scripts for evaluation. This form integrates related training content and supports autofill fields to streamline the coaching process.

    Training Form

    Manages training content linked to coaching efforts, with fields for unique identifiers, titles, and categories such as Best Practice, Soft-Skill, Communication, Behavioral Coaching, and Product Support. Training content is previewed in the context of the trainee, facilitating targeted learning.

    Practical Benefits for ServiceNow Customers

    • Enables structured coaching workflows linked directly to business events.
    • Supports targeted coaching through user and group restrictions.
    • Improves coaching efficiency with random sampling and duplicate prevention.
    • Provides comprehensive tracking of coaching progress and outcomes.
    • Integrates feedback and training content to enhance trainee development.
    • Offers customization through scripting for complex evaluation needs.

    Coaching field descriptions also include form related lists and actions.

    Coaching Opportunity form

    Field Description
    Number Unique (COP) number for the coaching opportunity.
    Name Unique name for the coaching opportunity.
    Description Description of the coaching opportunity.
    Table Table to use for the coaching opportunity.
    Trainee Field from the selected table that identifies the trainee.
    Trainee group Limit the trainees identified in the Trainee field to a group or groups of users.
    Specify coach user Check box to enable the Coach field.
    Coach Field from the selected table that identifies the coach.
    Coach group Group of coaches that assess and provide feedback to trainees.
    Active Check box to activate the coaching opportunity. Clear the check box to disable.
    Trigger Event that triggers a coaching opportunity for the selected table.

    Conditions for opportunities are generally unique events, such as when an incident is reassigned.
    Table 1. Frequency tab
    Field Description
    Random sample (%) Percentage of the total assessments that get created. Use a random sample percentage to reduce the number of assessments that are created if too many events that meet the criteria for creating a coaching assessment occur.
    Users who should be coached on every opportunity Users that always get coached, regardless of random sample percentage.

    Because the specified users are exempted from the random sample percentage, a coaching assessment is always created when the assessment is triggered.

    Selected users might be new hires, for example, or others who require additional coaching.

    Note:
    Only shown if the Random sample (%) is less than 100.
    Assessment duration Amount of time before the assessment is set to Closed Complete state.
    Prevent duplicate assessment Check box to prevent an assessment from being created within a specified time period if one exists for that user for the same opportunity.
    Within time period Time period within which duplicate assessments are not created.
    Note:
    This field appears only when Prevent duplicate assessment check box is selected.
    Table 2. Surveys tab
    Field Description
    Survey taken by trainee Survey selected for the trainee to provide additional feedback.
    Survey taken by coach Survey selected for the coach to provide additional feedback.
    Table 3. Related KPIs tab
    Field Description
    Improvement KPI Primary KPI used to measure the success of the coaching opportunity.
    Strategic objective Strategic objective affected by the coaching opportunity.
    Table 4. Snapshot Settings tab
    Field Description
    Snapshot fields Field values to show in the coaching assessment unless an advanced script is used.
    Advanced Check box to use a script to determine the content for the snapshot.
    Snapshot script Script that defines the evaluation process applied to the selected table. Select the fields from the table for which you want to capture the values.

    For example, when analyzing the Incident table, use #{number} to display the record number (such as INC0010002) for the incident record that triggered the coaching opportunity.

    Note:
    This field appears only if the Advanced check box is selected.

    Coaching Assessment form
    Number Unique (CAS) number for the coaching assessment.
    Trainee Trainee user that triggered the assessment in the coaching opportunity.
    Record Record associated with the assessment triggered in coaching opportunity.
    Opportunity Coaching opportunity number associated with the coaching assessment.
    State
    State of the assessment.
    • Open: New coaching opportunity.
    • Work in Progress: Trainee is being coached.
    • Resolved: All coaching and learnings have been provided to the trainee.
      Note:
      Learnings may not have been completed by the trainee.
    • Closed Complete: Assessment has been resolved and closed.
    • Closed Incomplete: Assessment has been closed but was not completed, typically because the coaching assessment Due date has expired.
    Coach group Group of coaches to which the assessment is assigned.

    Default value is populated from the coaching opportunity form.
    Coach Coach user performing the assessment.

    This field is typically set by the coach before performing the assessment, but can also be set by a member of the coach group or by the coaching admin.
    Due date Date the assessment is due. After this time, the assessment is set to Closed Incomplete state.
    Table 5. Notes tab
    Field Description
    Description Description of the assessment.
    Work notes Notes about the assessment (journal field).

    Additional notes can be added as the coach and trainee engage in further dialogue.
    Table 6. Snapshot tab
    Field Description
    Snapshot Field contents of the task, action, or behavior captured at the time the coaching opportunity was triggered.
    Table 7. Feedback tab
    Field Description
    Assessment rating Value of the performance of the trainee for reporting and trend-tracking purposes.
    • Excellent
    • Good
    • Average
    • Poor
    • Unacceptable
    Follow up Needed Further action required, if any, to improve the performance of the trainee.
    • Recognize: Trainee needs recognition for good performance.
    • Needs Additional Coaching: Trainee needs additional feedback from the coach.
    • Needs Outside Training: Trainee needs additional training outside the scope of the coaching assessment.
    • Referral to Manager: Indicates a major issue with the trainee performance.
    • Create Virtual Coach
    • No Follow Up
    Summary Summary of the coaching assessment.

    Coaching Assessment actions

    Button Description
    Complete Assessment Set the coaching assessment to Closed Complete state.
    Reopen Assessment Change the coaching assessment state from Resolved or Closed Complete back to Work In Progress for additional action.

    Either the coach or the trainee can reopen the coaching assessment.
    Submit feedback Feedback submitted by either a trainee or a coach from the survey form.
    Delete Deletes the coaching assessment from the Assessment Created by Opportunity list.

    Virtual Coaching form

    Field Description
    Short Description Description of the virtual coaching (CVC) record.
    Table Table source of coaching opportunity events.
    Training Record that contains related training content.
    Active Check box to activate the virtual coaching. Clear the check box to disable.
    Advanced Check box to use a script to determine when the automation triggers.
    Conditions Event that triggers a virtual coaching for the selected table.

    Conditions for virtual coachings are generally unique events.
    Script Script that defines the evaluation process applied to the selected table. Select the fields from the table to capture the values for.
    Note:
    Only shown if Advanced check box is selected.
    Autofill fields Fields to autofill under certain conditions.

    Training form

    Field Description
    Number Unique (CMC) number of the training.
    Title A short description for the training.
    Category Category of learning content, which is used for reporting.
    • Customer experience
    • Best Practice Series
    • Soft-Skill Communication
    • Behavioral Coaching
    • Product Support
    Content Content for assigned users to learn.

    The Preview Message related list shows the learning content in the context of the trainee.