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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Identify and add course items for a virtual coach

# Identify and add course items for a virtual coach {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.

## Before you begin

Role required: sn_coaching.admin

## About this task

Typical assigned course item content includes micro trainings, best practices, tips, knowledge articles, videos, and community links.

## Procedure

1. Navigate to CoachingVirtual CoachAll and click New to create a record.
2. Fill in the fields on the form.  
   {#cf-identify-learning-content__table_v1s_sfr_kwb__entry__2}

   | Field | Description |
   |-|-|
   | Table | The table from which a coaching opportunity is generating assessments. |
   | Course Items | Course items you want to associate with the virtual coaching record. This could include a message, a link, a video, or source code. Note: The course items are automatically attached to the coaching assessment when the conditions in the virtual coaching record are met. You can also access course items by navigating to CoachingCourse items. |
   | Advanced | Enable to set advanced conditions. See [Scripts](https://www.servicenow.com/docs/access?context=c_Script&version=australia&pubname=australia-api-reference&ft:locale=en-US) for more information on scripting. |
   | Condition | Set filter conditions that trigger virtual coaching. |
   | Autofill fields | Set one or more fields and the value for each value that you want to automatically populate. |
   [ ]

   {#cf-identify-learning-content__table_v1s_sfr_kwb}
{#cf-identify-learning-content__steps_cl5_bfr_kwb}

## Coaching admin sets up learning content {#cf-identify-learning-content__example_dl5_bfr_kwb}

{#cf-identify-learning-content__table_oz3_qlb_gfb__entry__2}

| Field | Description |
|-|-|
| Number | CVC0000106 |
| Short Description | Virtual Coach for the Incident Process |
| Table | Incident \[Incident\] |
| Course Items | Core Java |
| Active | Selected |
| Advanced | Cleared |
| Condition | * Assigned to changes * Configuration item is empty {#cf-identify-learning-content__ul_onv_hc3_4fb} |
| Autofill fields | * State Resolved * Performance rating N/A {#cf-identify-learning-content__ul_vpz_kc3_4fb} |
[Table 1. Virtual Coaching form]

{#cf-identify-learning-content__table_oz3_qlb_gfb} {#cf-identify-learning-content__table_zlf_nvc_zcb__entry__2}

| Field | Value |
|-|-|
| Number | CR0000106 |
| Title | Increase customer satisfaction by solving issues faster |
| Active | Selected |
| Category | Customer Experience |
| Content | Watch this video to increase customer satisfaction by solving issues faster. |
[Table 2. Training form]

{#cf-identify-learning-content__table_zlf_nvc_zcb}
**Related reference**   

* [Coaching field descriptions](https://servicenow-prod.fluidtopics.net/uJZxrew~xjt1k913g6r1VA "Coaching field descriptions also include form related lists and actions.")

*[\>]: and then