---
sourceDocument: Yokohama Field Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/field-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Coaching in Workforce Optimization for Field Service

# Coaching in Workforce Optimization for Field Service {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
By using Coaching in Workforce Optimization for Field Service, you can
assess your team's abilities to efficiently resolve tasks by reviewing their work at critical
moments of providing field services.

## Key features {#coaching-wfo-fsm__section_zf1_hrt_gwb}

With Coaching, you can do the following:

* Recommend training for your agents to address skill gaps.
* Use the coaching opportunities that are available by default to coach your agents. You can also create a coaching opportunity using the Coaching application specific to your agent's needs. For more information, see [Workforce Optimization for Field Service components](https://servicenow-prod.fluidtopics.net/gEjkcZNUFeQVIMUSDJwWrA "Several types of components are installed with activation of the Workforce Optimization for Field Service (com.snc.app_fsm_wfo) plugin, including user roles, key performance indicators (KPIs), scheduled jobs, properties, and tables.") and [Define trigger conditions for a
  coaching opportunity](https://www.servicenow.com/docs/access?context=create-coaching-opportunity&version=yokohama&pubname=yokohama-it-service-management&ft:locale=en-US)
* 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.
{#coaching-wfo-fsm__ul_o2r_t2v_cwb}

## Coaching Overview in Workforce Optimization for Field Service {#coaching-wfo-fsm__section_shv_jrt_gwb}

The Coaching Overview screen displays the average quality of the tasks that were completed in the past 30 days for your assignment groups.

* The donut chart displays the number of assessments in various states of completion. You can point to one of the states and click to open all assessments in that state.
* The bar chart displays assessments created by coaching opportunities. You can click on any of the data in the graph to access the assessments.
* You can click on the graph that displays the indicator data and access detailed information on the indicator.
{#coaching-wfo-fsm__ul_ghc_krt_gwb}
* **[Skills Overview in Workforce Optimization for Field Service](https://servicenow-prod.fluidtopics.net/7i7VkZ2oG6LKeUXv~gJjbw#skills-overview-wfo-fsm)**   
  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.
* **[Assess the quality of completed tasks](https://servicenow-prod.fluidtopics.net/EkBcugT_bpdPa3HQNJKz4w)**   
  Assess the ability of your agents to resolve tasks or the quality of their completed tasks.
* **[Manage skills using Workforce Optimization for Field Service](https://servicenow-prod.fluidtopics.net/2Rk~imMx2hnnm8ooMYUvnQ)**   
  Add or update skills for an agent. You can approve predicted skills if the skill is necessary for the agent to complete assigned tasks. You can also reject a skill if it doesn't apply to the agent.
* **[Coaching with Learning](https://servicenow-prod.fluidtopics.net/9XrGX_lE149_I0BpXkneeg#coaching-with-learning-wfo-fsm)**   
  Use Coaching with Learning to train your agents with internal and external learning content. Organize similar content in catalogs. Assign learning tasks and track completion.