Coaching with Learning

Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content in catalogs. 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 Activate Workforce Optimization for Customer Service.

• Create a learning catalog
  Create a catalog to organize related content into categories.
• Create a learning task
  Create learning tasks for agents to keep track of their learning activities.
• Create internal learning content
  Add internal courses so that agents can learn new content and enhance their skill set.
• Add external courses to coaching with learning
  Add courses from external sources such as Udemy, Pluralsight, or Cornerstone to enable your users to gain skills from external content.