--- sourceDocument: Xanadu Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Integrate Coaching With Learning with third-party learning management systems # Integrate Coaching With Learning with third-party learning management systems {#ariaid-title1} * Release version: Xanadu * * Updated August 1, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Connect your ServiceNow instance with third-party learning sites to pull learning content into your repository. ## Before you begin Important: Starting with the Tokyo release, Legacy Workforce Optimization is being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. Important: This feature is available with the Workforce Optimization for CSM Configurable Workspace (sn_csm_wfo_workspa) from the ServiceNow Store. To enable this feature, see [Activate Workforce Optimization for CS configurable workspace](https://servicenow-prod.fluidtopics.net/S8ODn~TaEH_jeTpqw5h1Mg "Workforce Optimization for Customer Service solution is highly modular, offering a wide range of capabilities such as Channel Management, Scheduling, Coaching, and Teams applications in CSM Manager Workspace. The Workforce Optimization for CSM Configurable Workspace (sn_csm_wfo_workspa) plugin activates all other dependent plugins to enable users to the Channel Management, Scheduling, Coaching, and Teams applications in Workforce Optimization for Customer Service."). Role required: learning_admin ## About this task Applications to integrate third-party learning sites Activating the Coaching with Learning (sn_coach_lrn) plugin enables the following applications from the ServiceNow Store: * [Enterprise Service Management Integrations Framework](https://www.servicenow.com/docs/access?context=hr-integrations-framework&version=xanadu&pubname=xanadu-employee-service-management&ft:locale=en-US) * Cornerstone spoke * Pluralsight spoke * Udemy spoke {#integrate-learning-third-party-configurable-wfo-cs__ul_yxp_rvc_lpb} ## Procedure 1. Create the integration source for each of your third-party systems. Note: Cornerstone, Pluralsight, and Udemy integrations are available by default. 1. Navigate to Integrations FrameworkSource 2. Click New. 3. In the Name field, enter the name of the integration source, for example, Pluralsight. 4. Right-click the form header and click Save. 5. In the Integration Services related list that appears, click New. 6. On the form, fill in the fields:{#integrate-learning-third-party-configurable-wfo-cs__table_kfz_z3j_ppb__entry__2} | Field | Description | |-|-| | Name | Name of the integration service, for example, Pluralsight. | | Import set tables | List of intermediate tables which store records from the third-party system. Note: This field is enabled only when a Scheduled pull service is selected in the Service type field. | | Flow | Flow that interacts with the third-party system to pull the required data. | | Active | Option to indicate that the integration service is available for use. | | Application | Application which includes the integration service record. | | Source | Name of the third-party system with which you want to integrate your application. | | Order | Order in which you want to run transformation scripts. | | Service type | Option to indicate the type of service Scheduled pull or Ondemand Push. | | Retry policy | Configuration set to push a record if the last push fails. Note: This field appears only when an Ondemand Push service is selected in the Service type field. | [Table 1. Integration service form field] {#integrate-learning-third-party-configurable-wfo-cs__table_kfz_z3j_ppb} 7. Click Submit. {#integrate-learning-third-party-configurable-wfo-cs__ol_jfz_z3j_ppb} 2. Integrate your ServiceNow instance with your third-party learning source accounts. | To integrate with this third-party learning source | Do this | | Pluralsight Skills account | Use an API key to authenticate the ServiceNow requests. Follow the steps in [Set up the Pluralsight spoke](https://www.servicenow.com/docs/access?context=setup-pluralsight-spk&version=xanadu&pubname=xanadu-integrate-applications&ft:locale=en-US) to perform the integration. | | Cornerstone application | Register an OAuth application in Cornerstone and authenticate requests from ServiceNow. Follow the steps in [Set up the Cornerstone spoke](https://www.servicenow.com/docs/access?context=setup-cornerstone&version=xanadu&pubname=xanadu-integrate-applications&ft:locale=en-US) to perform the integration. | | Udemy application | Note: You must manually configure fields such as logos and course reassignments in the learning system configuration table. | |-|-| {#integrate-learning-third-party-configurable-wfo-cs__choicetable_bzs_wvn_rpb} The records from the third-party content are pulled into your ServiceNow instance using and API call. To successfully run this API call, you must do the following: 1. In the application navigator, enter sys_properties.list. 2. For each of the following properties, set the value to 1638400: * com.glide.transform.json.max-partial-length * com.snc.process_flow.reporting.serialized.val_size_limit {#integrate-learning-third-party-configurable-wfo-cs__ul_jhr_dwn_rpb} {#integrate-learning-third-party-configurable-wfo-cs__ol_ihr_dwn_rpb}For more information on these system properties, see [Coaching With Learning System Properties](https://servicenow-prod.fluidtopics.net/bc3F_l1hIpAKKFiGx7FsPA "Several types of components are installed with activation of the CSM Configurable Workspace (sn_csm_wfo_workspa) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables."). 3. Activate schedule flows to integrate third-party learning content. 1. Navigate to Process AutomationFlow Designer 2. In the Flows section, select each of the following flows and click Activate: * Trigger Cornerstone Learning Sync * Trigger Pluralsight Learning Sync * Trigger Udemy Learning Sync {#integrate-learning-third-party-configurable-wfo-cs__ul_apr_3wn_rpb} 3. Navigate to LearningAdministrationLearning System Configuration 4. Select each of the third-party learning sources and set the Active field to true. {#integrate-learning-third-party-configurable-wfo-cs__ol_z4r_3wn_rpb}Schedule flows automatically run on a scheduled basis to synchronize third-party learning content into your ServiceNow instance. 4. After [configuring the third-party integration sources](https://servicenow-prod.fluidtopics.net/9NAzZejDkXWWwXoppZ2xKA "When you integrate Coaching With Learning with third-party learning management systems, the source record for Cornerstone OnDemand, Pluralsight, and Udemy applications are automatically created in the Enterprise Service Management Integrations Framework. These source records contain a predefined set of properties and integration services."), you can refresh the entire third-party content or synchronize new and updated services into your ServiceNow instance. * To refresh the entire content, set the full_pull property to true. Note: We recommend that you periodically refresh the entire content. * To synchronize new and updated services, set the full_pull property to false. {#integrate-learning-third-party-configurable-wfo-cs__ul_yg5_qnj_ppb} 1. Open any integration source for which you want to pull content. 2. Click Run Job. {#integrate-learning-third-party-configurable-wfo-cs__ol_wdp_fpj_ppb}The integration framework pulls the corresponding third-party learning courses into the Learning External Content \[sn_lc_external_content\] table on your ServiceNow instance. When synchronizing new and updated services, the content is populated as described in the table.{#integrate-learning-third-party-configurable-wfo-cs__table_h4y_4lj_ppb__entry__2} | Third-party content | New and Updated Services synchronized | |-|-| | Udemy | * Courses * User activity {#integrate-learning-third-party-configurable-wfo-cs__ul_i4y_4lj_ppb} | | Cornerstone | * Users * Courses * User activity {#integrate-learning-third-party-configurable-wfo-cs__ul_j4y_4lj_ppb} | | Pluralsight | * Courses * Course progress such as percentage {#integrate-learning-third-party-configurable-wfo-cs__ul_k4y_4lj_ppb} | [Table 2. Third-party learning courses] {#integrate-learning-third-party-configurable-wfo-cs__table_h4y_4lj_ppb} ## What to do next [Add external courses to Coaching With Learning](https://servicenow-prod.fluidtopics.net/lXr3b3mr_yvc5zm0VJ7XQw#integrate-external-courses-configurable-wfo-cs "Add courses from external sources such as Udemy, Pluralsight, or Cornerstone to enable your users to gain skills from external content.") * **[External Content Integration Sources](https://servicenow-prod.fluidtopics.net/9NAzZejDkXWWwXoppZ2xKA)** When you integrate Coaching With Learning with third-party learning management systems, the source record for Cornerstone OnDemand, Pluralsight, and Udemy applications are automatically created in the Enterprise Service Management Integrations Framework. These source records contain a predefined set of properties and integration services. *[\>]: and then