Domain separation and Coaching

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Domain separation and Coaching

    Domain separation in Coaching allows ServiceNow customers to logically partition data, processes, and administrative tasks into distinct domains. This separation controls which users can see and access specific data, supporting multi-tenant environments and ensuring data is properly segmented for service provider use cases. It includes separation in the user interface, cache keys, reporting, rollups, and aggregations, with support for real-time domain separation.

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    The feature requires setup by the instance owner to operate across multiple tenants but does not require configuration within Coaching itself.

    Key Features

    • Supported across all Coaching tables including Coaching Opportunity, Coaching Assessment, Virtual Coach, and Trainings.
    • Coaching assessments extend the platform Task [task] table and respect domain restrictions.
    • Users and coaches can only view records within their assigned domain, ensuring secure and appropriate data access.
    • Domain and Domain Path columns are available for visibility into the domain ownership of records.
    • Records created at the parent domain level are visible across child domains, facilitating hierarchical data sharing.
    • Supports integrated applications requiring domain matching for assigned training associations.

    Practical Use Cases

    • A Coaching admin can create and manage coaching opportunities at both parent and child domain levels, impacting visibility accordingly.
    • Coaching users can only view coaching assessments and trainings within their specific domain.
    • Trainee users in parent domains can access assessments from both their domain and its child domains, enabling broader visibility where appropriate.
    • Integration scenarios require the user to belong to the domain of the related application for proper association.

    Why This Matters

    For ServiceNow customers using Coaching in multi-tenant or service provider contexts, domain separation ensures that sensitive coaching data remains segregated and accessible only to authorized users. This supports compliance, data governance, and tailored coaching experiences per tenant.

    By leveraging domain separation, organizations can confidently manage coaching data in complex environments without extra configuration steps, improving operational efficiency and security.

    Domain separation is supported in Coaching. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.

    Support level: Basic

    • Business logic: Ensure that data goes into the proper domain for the application’s service provider use cases.
    • The application supports domain separation at run time. The domain separation includes separation from the user interface, cache keys, reporting, rollups, and aggregations.
    • The owner of the instance must set up the application to function across multiple tenants.

    Sample use case: When a service provider (SP) uses chat to respond to a tenant-customer’s message, the customer must be able to see the SP's response.

    For more information on support levels, see Application support for domain separation.

    Domain Separation Overview

    All tables including Coaching Opportunity, Coaching Assessment, Virtual Coach, and Trainings support domain separation so the coach and Coaching admin can view records within the (tenant) domain to which they belong.

    How domain separation works in Coaching

    Domain separation is supported in Coaching with no setup or configuration required. You can create coaching opportunities and coaching assessments in separate domains, including the global domain.

    Coaching assessments extend the platform Task [task] table.

    When domain separation is implemented, coach and trainee users can view coaching assessments and trainings only in the domain assigned. The Domain and Domain Path columns are available for coaching opportunities, coaching assessments, virtual coaching, and trainings provided with the base system.

    The Domain column contains the name of the domain to which the event or alert belongs, and the Domain Path column contains the unique domain identifier.

    Note:
    If the domain column is not shown, click the Update Personalized List icon and add the required column. You can also add the domain path column, if desired.

    Domain-separated tables

    • Coaching Assessment [sn_coaching_assessment]
    • Coaching Opportunity [sn_coaching_opportunity]
    • Trainings [sn_coaching_recommendation]
    • Assigned Training [sn_coaching_assessment_recommended_learning]
    • Assigned Training [sn_coaching_opportunity_recommended_learning]
    • Virtual Coach [sn_coaching_opportunity_virtual_coach_m2m]
    • Virtual Coaching [sn_coaching_virtual_coach]

    Use cases

    • A Coaching admin that belongs to a parent domain creates a coaching opportunity at a parent domain level or at a child domain level. Coaching opportunities created at a parent level are available to view in all domains.
    • A Coaching admin has access to multiple domains but wants to update content in a record within a specific domain. The domain specified in the record drives the functionality of that record and reference fields.
    • A Coaching user that belongs to the Acme domain can view the coaching assessment task created in the Acme domain.
    • A Coaching user wants to associate an assigned training for an integrated application in the Acme domain. The user must belong to the domain of the integrated application from which a record is associated.
    • The trainee user of a parent domain can view a coaching assessment of the parent as well as of all child domains of that parent. A trainee user must belong to the Acme domain, its parent domain, or the global domain to view that coaching assessment.