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

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Coaching in Workforce Optimization for HR

# Coaching in Workforce Optimization for HR {#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

Use Coaching in Workforce Optimization for HR to assess your team's abilities
to efficiently resolve cases by reviewing their work at critical moments.  
With Coaching, you can do the following:

* Recommend training for your agents to address skill gaps.
* Use the coaching opportunities that are available to coach your agents. You can also create a coaching opportunity using the Coaching application specific to your agent needs.
* Use assessments and surveys to apply consistent, measurable scores across teams.
* Use Predictive Intelligence to recommend skills for your agents and provide training to address those skill gaps.
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* **[Skills Overview in Workforce Optimization for HR](https://servicenow-prod.fluidtopics.net/gfYvPZgVtOIRTGWrGg_TRw)**   
  Use Skills Overview to analyze skill data such as how many skills are assigned to users and tasks. You can also see how many experts you have for a particular skill and the overall skill coverage by your teams.
* **[Learning in Workforce Optimization for HR](https://servicenow-prod.fluidtopics.net/v1Zug_SlVwix3WoASRNMdA)**   
  Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content into learning libraries. Assign learning tasks to your agents and track completion. Create learning paths that include a collection of courses on a specific topic associated with a set of skills.

**Conceitos relacionados**   

* [Workforce Optimization for HR Manager workspace](https://servicenow-prod.fluidtopics.net/dKvGMvfy7MCHZz43CVAxow "Monitor your teams' work and organizational performance using Workforce Optimization for HR. Stay on top of the status of cases your teams are working on at a given time.")
* [Teams in Workforce Optimization for HR](https://servicenow-prod.fluidtopics.net/hHaSQ~SBGdqQkUm7KAta8w#using-teams-wfo-hr "Use Teams to track and analyze performance trends for your teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another.")
* [Scheduling in Workforce Optimization for HR](https://servicenow-prod.fluidtopics.net/QMIGnnNIeVTPWxgUMwVVog "Use Scheduling to manage your workforce resources efficiently by planning and managing schedules, staffing, and shifts across your teams all from one location. You can also integrate with on-call scheduling and create shifts and schedule for on-call rotations.")