Coaching

Use a coaching assessment to review the work of a trainee and to provide training and feedback.

Automatically assign skills to trainees for specific skill levels based on the course items they have completed. For example, if a trainee completes the course items for learning Japanese at an expert level, then the skill level 'expert' can be assigned to the trainee.

Coaching field descriptions also include form related lists and actions.

Bring in data from other ServiceNow applications to enhance the training of your agents.

Use ServiceNow Coaching to monitor your teams' performance and coach your employees to improve their skill set.

After you enable Coaching, you can set up roles and groups, define coaching opportunities, create training material, and start assessing and coaching employees. The Coach and Trainee dashboards provide useful overviews to manage and measure results.

Set the duration to read knowledge articles and whether to exclude weekends for trainees to complete training using Coaching properties.

Coaching reference content includes business rules and field descriptions.

Assign Coaching roles to specify what different users can see and do.

Resolve common issues when setting up or running Coaching.

A manager, or coach, is a subject matter expert of a process and is responsible for providing coaching to an employee, or trainee. Use the Coach Dashboard to manage and measure the effectiveness of your coaching.

Get the Coaching application, and set up coaching opportunities, surveys, and surveys.

Use the Coaching Opportunity form to define a critical moment in a process on which a user can be coached. A coaching opportunity consists of the relationship between a process that can be improved, and coaches and trainees.

Create a survey for coaches or trainees to assess the training quality. Add a question bank to the survey. Associate the survey with a coaching opportunity to provide feedback when the coach completes the coaching assessment.

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.

Review and assess the quality of your teams' completed interactions and tasks. Based on these assessments, you can assign course items for your teams. When they complete the training, the skills associated with it get added to their skills set.

Employees, or trainees, are assessed on work they have done that has triggered a coaching opportunity. Once assessed, the trainee is assigned training by the coach. Use the Trainee Dashboard to manage your assessments and track results.

Define filters and add course items for automated virtual coaching. When a coaching assessment is triggered, the course items are automatically attached to the assessment.

Validate that Coaching still works after you make any configuration change such as apply an upgrade or develop an application. Copy and customize these quick start tests to pass when using your instance-specific data.

The Coaching (com.sn_coaching) plugin requires a separate subscription and must be activated by ServiceNow personnel.

To take full advantage of Coaching, configure the Coaching application and set up surveys.

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.

Use your assessments to work with your coach, including assigned training and due dates. You can view your assessments and track your results using the Trainee Dashboard.