---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Example- Coaching using Workforce Optimization for Customer Service

# Example- Coaching using Workforce Optimization for Customer Service {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Understand how you can assess your agents performance, identify skill gaps, and train
them to enhance their skill sets with Coaching.

For example, Amy Jones manages Customer Service operations for a large organization and has 12
teams reporting to them. Each team has anywhere from 8 through 15 agents. She is also added as
a manager to other teams to increase visibility.  
Amy Jones wants a single location to:

* Monitor the skills each team uses to solve issues
* Analyze metrics and monitor pending coaching assessments and training for the teams
* Add skills used for resolving issues or when Predictive Intelligence Workbench recommends them.
{#example-coaching-configurable-wfo-cs__ul_qm1_n2c_nlb}  
Amy Jones can manage all of these actions by doing the following:

1. Set conditions that trigger coaching opportunities.
2. Assess agents' skills and assign training.
3. Add skills to agent profile when they complete training or using recommendations from Predictive Intelligence.
{#example-coaching-configurable-wfo-cs__ol_svp_dqd_hlb}

Get an overview on coaching, creating assessments, taking surveys, assigning training, and
adding skills.

Get an overview of how you can add skills manually or the ones recommended using Predictive Intelligence and the Skill Recommendation application.

For detailed instructions to use Coaching in Workforce Optimization for Customer Service, see [Coaching](https://servicenow-prod.fluidtopics.net/EnCQCVydAyXRPqHjVIe9sQ#coaching-configurable-wfo-cs "By using Coaching in Workforce Optimization for Customer Service, you can assess your team's abilities to efficiently resolve cases by reviewing their work at critical moments of customer service.").