Training your agents using Coaching With Learning

  • Versão de lançamento: Australia
  • Atualizado 12 de mar. de 2026
  • 4 min. de leitura

    • 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.

    Importante:
    Coaching With Learning is available when you enable the Coaching With Learning application from the ServiceNow® Store. To enable this application, see Request Coaching.

    Organize related learning content

    Create a learning library to organize related content into categories.

    Antes de Iniciar

    Role required: sn_coaching.coach

    Procedimento

    1. Navigate to All > Learning > Content > Learning 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.
      Nota:
      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.
      Nota:
      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.

    Keep track of your agent's learning activities

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

    Antes de Iniciar

    Role required: sn_coaching.coach

    Por Que e Quando Desempenhar Esta Tarefa

    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.

    Procedimento

    1. Navigate to All > Learning > Tasks > Learning Tasks.
    2. Create a learning task.
      1. Click New.
      2. Fill in the following field.
        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.
    3. Click Save.

    Add internal learning content

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

    Antes de Iniciar

    Role required: sn_coaching.coach

    Procedimento

    1. Navigate to All > Learning > Content > Learning Content.
    2. Create an internal learning content.
      1. Select New.
      2. Fill in the following fields.
        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
        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
        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.
    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 a learning task to the internal content

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

    Antes de Iniciar

    Role required: sn_coaching.coach

    Procedimento

    1. Navigate to All > Learning > Content > Learning 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 external learning content

    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.

    Antes de Iniciar

    To add external learning content:

    Role required: sn_coaching.coach

    Procedimento

    1. Navigate to All > Learning > Content > External Content.
    2. Select a course.
    3. Click Go to course.
      You can review and learn the external course.

    Complete a learning task

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

    Antes de Iniciar

    Role required: sn_coaching.trainee

    Procedimento

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