Domain separation and Coaching

  • Release version: Xanadu
  • Updated August 1, 2024
  • 2 minutes to read
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    Summary of Domain separation and Coaching

    Domain separation in ServiceNow Coaching allows you to logically separate data, processes, and administrative tasks into distinct domains. This ensures that users access only the data relevant to their domain, supporting multi-tenant environments such as service providers managing multiple customers or tenants. Domain separation is supported at runtime and applies across the user interface, caching, reporting, rollups, and aggregations.

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    The Coaching application supports domain separation out-of-the-box without requiring additional setup or configuration. Key Coaching tables—including Coaching Opportunity, Coaching Assessment, Virtual Coach, and Trainings—are domain-separated, enabling coaches and administrators to view records only within their assigned domain.

    Key Features

    • Multi-tenant support: Enables service providers to manage coaching data for multiple tenants, ensuring data visibility and access are domain-specific.
    • Domain-separated tables: Core Coaching tables such as Coaching Assessment, Coaching Opportunity, Trainings, Assigned Training, Virtual Coach, and Virtual Coaching are domain-separated.
    • Domain columns: Records include Domain and Domain Path columns that identify the domain ownership of each record, helping users and admins understand and control data scope.
    • Parent-child domain visibility: Coaching admins and users in parent domains can view records from child domains, while users are restricted to their domain and its parent domains.
    • No setup required: Domain separation works automatically within Coaching, simplifying multi-domain management.

    Practical Use Cases

    • Coaching admins can create opportunities at either parent or child domain levels, with parent domain opportunities visible across all domains.
    • Users can only view coaching assessments and trainings if they belong to the same domain as the record.
    • Trainees in a parent domain can access coaching assessments from both parent and child domains, facilitating oversight and reporting.
    • When associating assigned training from integrated applications, users must belong to the domain of the integrated application to establish the association.
    • Supports service providers responding to tenant-customer messages in chat, ensuring tenant customers see the appropriate responses within their domain context.

    Why It Matters

    Domain separation ensures secure and efficient management of coaching content across multiple tenants or business units within a single ServiceNow instance. This separation safeguards sensitive data, improves data governance, and enables service providers to deliver tailored coaching experiences to their clients without data leakage across domains.

    Next Steps

    Instance owners should configure the Coaching application for multi-tenant use by defining domain structures and assigning users accordingly. Understanding domain paths and domain ownership will help maximize visibility controls and enforce data segregation aligned with your organizational needs.

    Domain separation is supported in Coaching. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

    Support level: Basic

    • Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
    • The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
    • The owner of the instance must set up the application to function across multiple tenants.

    Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.

    For more information on support levels, see Application support for domain separation.

    Domain Separation Overview

    All tables including Coaching Opportunity, Coaching Assessment, Virtual Coach, and Trainings support domain separation so the coach and Coaching admin can view records within the (tenant) domain to which they belong.

    How domain separation works in Coaching

    Domain separation is supported in Coaching with no setup or configuration required. You can create coaching opportunities and coaching assessments in separate domains, including the global domain.

    Coaching assessments extend the platform Task [task] table.

    When domain separation is implemented, coach and trainee users can view coaching assessments and trainings only in the domain assigned. The Domain and Domain Path columns are available for coaching opportunities, coaching assessments, virtual coaching, and trainings provided with the base system.

    The Domain column contains the name of the domain to which the event or alert belongs, and the Domain Path column contains the unique domain identifier.

    Note:
    If the domain column is not shown, click the Update Personalized List icon and add the required column. You can also add the domain path column, if desired.

    Domain-separated tables

    • Coaching Assessment [sn_coaching_assessment]
    • Coaching Opportunity [sn_coaching_opportunity]
    • Trainings [sn_coaching_recommendation]
    • Assigned Training [sn_coaching_assessment_recommended_learning]
    • Assigned Training [sn_coaching_opportunity_recommended_learning]
    • Virtual Coach [sn_coaching_opportunity_virtual_coach_m2m]
    • Virtual Coaching [sn_coaching_virtual_coach]

    Use cases

    • A Coaching admin that belongs to a parent domain creates a coaching opportunity at a parent domain level or at a child domain level. Coaching opportunities created at a parent level are available to view in all domains.
    • A Coaching admin has access to multiple domains but wants to update content in a record within a specific domain. The domain specified in the record drives the functionality of that record and reference fields.
    • A Coaching user that belongs to the Acme domain can view the coaching assessment task created in the Acme domain.
    • A Coaching user wants to associate an assigned training for an integrated application in the Acme domain. The user must belong to the domain of the integrated application from which a record is associated.
    • The trainee user of a parent domain can view a coaching assessment of the parent as well as of all child domains of that parent. A trainee user must belong to the Acme domain, its parent domain, or the global domain to view that coaching assessment.