---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/it-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Training your agents using Coaching With Learning

# Training your agents using Coaching With Learning {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 Minuten Lesedauer

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.  
Wichtig:  
Coaching With Learning is available when you enable the Coaching With Learning application from the ServiceNow® Store. To enable this application, see [Request Coaching](https://servicenow-prod.fluidtopics.net/S3Rr6olc2btjXyalKLOvRQ "The Coaching (com.sn_coaching) plugin requires a separate subscription and must be activated by ServiceNow personnel.").

## Organize related learning content {#ariaid-title2}

Create a learning library to organize related content into categories.

### Vorbereitungen

Role required: sn_coaching.coach

### Prozedur

1. Navigate to AllLearningContentLearning Libraries.
2. Create a learning library.  
   1. Click New.
   2. In the Title field, enter a unique name for the learning library.
   3. In the Description field, enter a description for the learning library.
   4. Right-click the form header and click Save.

   {#organize-related-content__ol_qln_rdk_bpb}  
   Hinweis:  
   The learning library is visible to all groups that you directly or additionally manage.
3. Add course items to the learning library.  
   1. Click the Content related list.
   2. Click Add.
   3. In the Add Learning Courses pop-up window, select all course items you want to add to the learning library.
   4. Click Add Selected. The course items are added to the learning library.

   {#organize-related-content__ol_s3p_nns_gpb}  
   Hinweis:  
   To remove any course item you have added, select the course item and click Remove.
4. Add user to the library.  
   1. Click the Applicable Users related list.
   2. Click Edit.
   3. Move the desired users to the Applicable Users List field.
   4. Click Save.
   {#organize-related-content__ol_ucr_yms_gpb}

## Keep track of your agent's learning activities {#ariaid-title3}

Create learning tasks for your agents to keep track of their learning
activities.

### Vorbereitungen

Role required: sn_coaching.coach

### Warum und wann dieser Vorgang ausgeführt wird

Set learning task completion due dates to include or exclude weekends using the
sn_coach.lrn.exclude_weekends_on_learning_task_due_date
system property. For more information, see [Coaching
Reference](https://servicenow-prod.fluidtopics.net/D1L5BO3nae0h9ae2LQc5Ng "Coaching reference content includes business rules and field descriptions.").

### Prozedur

1. Navigate to AllLearningTasksLearning Tasks.
2. Create a learning task.  
   1. Click New.
   2. Fill in the following field.{#track-learning-activities__table_pr4_zgk_bpb__entry__2}

      | Name | Description |
      |-|-|
      | Assigned to | Name of the agent to whom you want to assign the learning task. |
      | Learning Library | The learning library that contains the course item for the learning task. |
      | Course item | The course that needs to be completed by the agent. |
      | Short description | A description for the learning task. |
      [ ]

      {#track-learning-activities__table_pr4_zgk_bpb}
   {#track-learning-activities__ol_ewq_vgk_bpb}
3. Click Save.

## Add internal learning content {#ariaid-title4}

Add internal courses so that agents can learn new content and enhance their skills
set.

### Vorbereitungen

Role required: sn_coaching.coach

### Prozedur

1. Navigate to AllLearningContentLearning Content.
2. Create an internal learning content.  
   1. Select New.
   2. Fill in the following fields.{#add-internal-learning-content__ol_w4h_rjk_bpb__entry__2}

      | Name | Description |
      |-|-|
      | Title | Name of the course. |
      | Internal source | Select the type of content for the course. Here are the available types of courses: * URL---Youtube, Vimeo, or any link for a video * Knowledge article * Free form {#add-internal-learning-content__ul_exr_xjk_bpb} |
      | Days to complete | The number of days required to complete the course. Default value is set to 5. |
      | Course catalog | The catalog associated with the course. |
      | Knowledge article | If the internal source is a knowledge article, select the article. |
      | URL Domain | If the internal source is URL, select the domain for the URL. Here are the available URL domain types: * Youtube * Vimeo * Other {#add-internal-learning-content__ul_w2n_d3f_ztb} |
      | URL | If the internal source is URL, enter the URL for the selected domain. |
      | Estimated duration | Length of time when the course has to be completed. For example, for a video, it is the duration of the video. For a KB article, the duration is estimated based on the length of the article. |
      [ ]

   {#add-internal-learning-content__ol_w4h_rjk_bpb}
3. Select Save.
4. Add a skill to the internal learning content.  
   1. Select the Associated skills related list.
   2. Select New.
   3. In the Skill field, select a skill you want to associate with the internal content.
   4. In the Skill level field, select a skill level for the selected skill.
   5. Select Save.
   {#add-internal-learning-content__ol_dd4_r4s_gpb}

### Add a learning task to the internal content {#ariaid-title5}

Add a learning task to an internal content and track the task completion.

#### Vorbereitungen

Role required: sn_coaching.coach

#### Prozedur

1. Navigate to AllLearningContentLearning Content.
2. Add a learning task to the internal learning content.  
   1. Select the Learning Tasks related list.
   2. Select New.
   3. In the Assigned to field, select a trainee to whom you want to assign the learning task.
   4. In the Course item field, select the course item to associate with the learning task.
   5. In the Due date field, select the calendar icon and select the date and time when you want to trainee to complete the learning task.
   6. Select Save.
   {#add-learning-task-internal-content__ol_eg2_yrs_gpb}

## Add external learning content {#ariaid-title6}

Add courses from third-party applications such as Udemy, Pluralsight, or Cornerstone, or ServiceNow University to enable your users to gain skills from external learning content.

### Vorbereitungen

To add external learning content:

* You must have the [Workforce Optimization for ITSM](https://servicenow-prod.fluidtopics.net/RvxieGzqTQs7bzxd~VuOgA "The Workforce Optimization for ITSM Configurable Workspace plugin (sn_wfo_cfg_itsm) is available with the ITSM Enterprise subscription package.") application installed.
* You must integrate Coaching With Learning with third-party learning management systems. For information on how to perform this integration, see [Integrating Learning Core with third-party learning management systems](https://www.servicenow.com/docs/access?context=setup-learning-third-party-1&version=australia&pubname=australia-employee-service-management&ft:locale=en-US).
{#add-external-learning-content__ul_hlg_43w_2xb}

Role required: sn_coaching.coach

### Prozedur

1. Navigate to AllLearningContentExternal Content.
2. Select a course.
3. Click Go to course.  
   You can review and learn the external course.

## Complete a learning task {#ariaid-title7}

Enhance your skills set by completing learning tasks from internal or external
learning content.

### Vorbereitungen

Role required: sn_coaching.trainee

### Prozedur

1. Navigate to AllLearningTasksLearning Tasks.
2. Select a learning task.
3. Complete the learning task.
4. Click Mark as Complete.