Coaching with Learning

  • Release version: Australia
  • Updated March 12, 2026
  • 4 minutes to read

    • 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 Field Service.

    Create a learning library

    Create a catalog to organize related content into categories.

    Before you begin

    Role required: sn_lc.catalog_manager

    Procedure

    1. Navigate to All > Workspaces > Manager Workspace.
    2. Click the Coaching (Coaching icon) icon.
    3. Click the Learning tab.
    4. Click Learning libraries and select My learning libraries.
    5. Create a learning library.
      1. Click New.
      2. In the Title field, enter a unique name for the catalog.
      3. In the Description field, enter a description for the catalog.
      4. Click Save.
      Note:
      The catalog is visible to all groups that you directly or additionally manage.
    6. Add course items to the library.
      1. Click the Content tab.
      2. Click Add.
      3. In the Add Learning Courses pop-up window, select all course items you want to add to the catalog.
      4. Click Add.
        The course items are added to the catalog.
      Note:
      To remove any course item you have added, select the course item and click Remove.
    7. Add a group to a library.
      1. Click the Applicable Groups tab.
      2. Click New.
      3. In the Group field, select a group that you want to associate with the catalog.
      4. Click Save.

    Create a learning task

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

    Before you begin

    Role required: sn_lc.task_creator

    About this task

    Set learning task completion due dates to include or exclude weekends using the exclude_weekends_on_learning_task_due_date system property. For more information, see Workforce Optimization for Field Service components.

    Procedure

    1. Navigate to Workspaces > Manager Workspace.
    2. Click the Coaching icon (Coaching icon).
    3. Click Learning Tasks and select All Tasks.
    4. Create a learning task.
      1. Click New.
      2. Fill in the following fields.
        Name Description
        Assigned to Name of the agent to whom you want to assign the learning task.
        Course item The course that needs to be completed by the agent.
        Due date Date when the agent must complete the course. Default is 5 days after the creation of the learning task. This value is calculated from the Days to Complete field for the course item. The due date field is highlighted as follows:
        • Green—if the task is due before the current day.
        • Yellow—if the task is due on the current day.
        • Red—if the task is due after the current day.
        Catalog The catalog that contains the course item for the learning task.
    5. Click Save.

    Create internal learning content

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

    Before you begin

    Role required: sn_lc.content_creator

    Procedure

    1. Navigate to All > Workspaces > Manager Workspace.
    2. Click the Coaching icon (Coaching icon).
    3. Click Learning Courses and select Internal Courses.
    4. Create an internal learning course.
      1. Click Create new course.
      2. On the form, fill in the fields.
        Table 1. Learning Internal Content
        Name Description
        Title Name of the course.
        Internal source 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
        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.
        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.
        Description Description of the course.
    5. Click Save.
    6. Add a skill to the internal content.
      1. Click the Associated skills tab.
      2. Click 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. Click Save.
    7. Add a learning task to the internal content.
      1. Click the Learning Tasks tab.
      2. Click New.
      3. In the Assigned to field, select a trainee to whom you want to assign the learning task.
      4. In the Catalog field, select the catalog to associate with the learning task.
      5. In the Due date field, click the calendar icon and select the date and time when you want to trainee to complete the learning task.
      6. Click Save.

    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.

    Before you begin

    Role required: sn_lc.learning_admin

    Procedure

    1. Navigate to All > Workspaces > Manager Workspace.
    2. Click the Coaching icon (Coaching icon).
    3. Click the Learning tab.
    4. Click Learning Courses and select External Courses.
    5. Select a course.
    6. Click Go to course.

    Result

    You can review and learn the external course.