Coaching components in Workforce Optimization for ITSM

Workforce Optimization for ITSM installs the roles and tables when you enable the Workforce Optimization for ITSM plugin (sn_wfo_cfg_itsm).

Roles

Role title [name]	Description	Contains roles
Coaching Admin [sn_coaching.admin]	Grants administrative rights to create, read, update, and delete (CRUD) coaching opportunities, assessments, training, and skills.	sn_coaching.coach sn_lc.learning_admin
Coaching Coach [sn_coaching.coach]	Grants administrative rights to create, read, or update coaching opportunities, assessments, training, and skills.	sn_coaching.trainee pa_viewer sn_lc.catalog_manager
Coaching Trainee [sn_coaching.trainee]	Grants access to add training, assessments, and skill records.	skill_user pa_viewer survey_reader

Coaching Opportunities

This coaching opportunity	Triggers when
Coaching on Incident SLA Breach	An SLA is breached.
Coaching on interaction long call time	A phone call lasts longer than 10 minutes.
Coaching on interaction long chat time	A chat interaction lasts longer than 30 minutes.
Coaching on interaction long walk-up time	A walk-up interaction lasts longer than 60 minutes.

Coaching surveys

Name	Description
Phone Quality Survey	Survey associated with the Phone Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a phone interaction.
Chat Quality Survey	Survey associated with the Chat Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a chat interaction.
Walk-up Quality Survey	Survey associated with the Walk-up Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a walk-up interaction.

Business rule

Business rule	Table	Description
Calculate coaching survey score	Assessment Instance [asmt_assessement_instance]	Sets the feedback rating based on the survey score.

Coaching with Learning

Important:

This feature is available with the Coaching with Learning plugin (sn_coach_lrn) from the ServiceNow Store. To enable this feature, see Activate Workforce Optimization for ITSM configurable workspace.

Roles in Coaching with Learning

Role title [name]	Description	Contains Roles
Learning admin [sn_lc.learning_admin]	Grants administrative rights to create, read, update, and delete (CRUD) catalog, learning content, roles, and configure learning source.	sn_lc.catalog_manager sn_hr.integr_fw.admin
Learning course catalog admin [sn_lc.learning_course_catalog_admin]	Grants administrative rights to create, read, or update learning course catalogs.
Learning catalog manager [sn_lc.catalog_manager]	Grants administrative rights to create, read, or update learning libraries.	sn_lc.task_creator sn_lc.content_writer
Learning catalog group manager [sn_lc.catalog_group_manager]	Grants administrative rights to create, read, or update learning libraries based on groups.	sn_lc.task_creator sn_lc.content_writer
Learning content writer [sn_lc.content_writer]	Grants read or write access for learning courses.	sn_lc.content_creator
Learning content advisor [sn_lc.learning_advisor]	Can assign learning tasks.
Learning task creator [sn_lc.task_creator]	Grants read or write access for learning tasks.

Tables in Coaching with Learning

Table	Description
Learning External Content [sn_lc_external_content]	Stores details of external course items that are pulled from third-party systems.
Learning User Course Activity [sn_lc_user_course_activity]	Stores details of learning course activities such as user to whom the course is assigned, status, due date, and name of the learning course.
Learning Content [sn_lc_content]	Stores details of internal learning content such as knowledge articles, videos that are created in ServiceNow.
Learning Course Item [sn_lc_course_item]	Stores details of learning course items, such as the source to which the learning course belongs.
Learning Catalog [sn_lc_catalog]	Stores details of learning catalog items with its course items.
Learning Task [sn_lc_learning_task]	Stores details of learning tasks, such as user to whom the learning task assigned, and due date by when the learning task must be completed.
Learning System Configuration [sn_lc_learning_system_configuration]	Stores configuration parameters of sources (third-party learning management systems).

Properties in Coaching with Learning

Property	Description
glide.ui.sn_coaching_assessment_activity.fields	Edit coaching assessment activities. Type: string Default value: assigned_to,cmdb_ci,state,impact,priority,opened_by,work_notes,comments,*Attachments*,assessment_of
sn_coaching.recommended_learning_deprecated	Coaching Recommended Trainings is being deprecated and replaced with the Learning Tasks and course items from Coaching with Learning. Type: string Default value: true
sn_coach.lrn.exclude_weekends_on_learning_task_due_date	Enable property to exclude weekends while setting the due date for learning tasks. Type: true|false Default value: true
sn_coach_lrn.learning_list_menu_props	Data array properties for the now-list-menu component on the Learning Tasks tab, coaching module. Type: string Default value: script for data array
com.glide.transform.json.max-partial-length	Transforms JSON objects to internal objects and sets the word limit for records fetched through an API call. Type: integer Default value: 16384 Note: You must Add this system property to set the desired value. When you synchronize third-party learning content with your ServiceNow instance, if the word count of the content being pulled into your instance exceeds the value set for this property, the synchronization will fail.
com.snc.process_flow.reporting.serialized.val_size_limit	Specify the number of bytes allowed for runtime values in each step in the flow execution details. To prevent truncation, set the value to an integer equal to or less than zero. Type: integer Default value: 16384 Note: When you synchronize third-party learning content with your ServiceNow instance, if the word count of the content being pulled into your instance exceeds the value set for this property, the synchronization will fail.
sn_coach_lrn.learningpath_detail_viewmore	Number of course item records on learning path page that will display in Service Operations Workspace. Type: integer Default value: 50
sn_coach_lrn.sn_lc_enable_discover	Enables the Discover tab in the Service Operations Workspace learning application. Type: Yes|No Default value: Yes
sn_coach_lrn.sn_lc_enable_recommendations	Enables learning path recommendations in the Service Operations Workspace learning application. Type: Yes|No Default value: Yes

Surveys in Coaching with Learning

Name	Description
Phone Quality Survey	Survey associated with the Phone Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a phone interaction.
Chat Quality Survey	Survey associated with the Chat Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a chat interaction.
Walk-up Quality Survey	Survey associated with the Walk-up Interaction coaching opportunity. The coach assesses the agent using this survey after the agent completes a walk-up interaction.

Recommendation grouping

The recommendation groups listed in the table below are available by default to the logged-in user's primary assignment groups.

Note:

You can deactivate the recommendations for the recommendation groups provided by default, but you cannot delete them. To deactivate the recommendations, in the Recommendations related list in the Context form, change the Active field value to false.

You can create additional recommendations and recommendation groups and associate them with recommendation contexts. For more information, see Recommended Actions application

Recommendation group name	Recommendation provided based on this criteria
Based on your work items	The work you’ve done in the past.
Based on your team's activity	The activities from the teams to which you belong.
Based on your previous courses	Courses you’ve completed in the past.
Most popular in your team	Courses that are considered the most popular by your team.
New from your library	Courses in your learning library.
Most popular in your organization	Courses that are most popular in your organization.
New from your catalogs	New courses in your course catalog.

Deleting course activity records

Course activity records are used for learning recommendations and are retained for 365 days by default. Do the following to change the number of days, represented as Age in seconds, for which you want to retain the record.

1. In the application filter navigator, enter sys_auto_flush.LIST and press Enter. The Auto Flushes list displays.
2. In the Tablename column, select the Learning User Course Activity [sn_lc_user_course_activity] table.
3. In the Age in seconds field, change the value to the time you desire to retain the records.