Exploring Coaching

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

    Coaching in ServiceNow enables you to review and assess your teams' completed interactions and tasks to improve their skills and service quality. Based on these assessments, you can assign relevant training courses to team members, which, upon completion, add new skills to their skill set. This process supports continuous development and enhances overall service delivery.

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    Key Features

    • Role-Based Access:
      • Coaching Trainee: Can view their coaching assessments and add work notes.
      • Coaching Coach: Can read and write coaching assessments, assign training, and manage virtual coaches within their group, but cannot create new coaching opportunities.
      • Coaching Admin: Has full permissions to manage coaching functions, including setting conditions, creating surveys, and overseeing the coaching workflow.
      • Learning Catalog Group Manager: Manages learning libraries linked to groups.
    • Coaching Workflow: Admins configure coaching opportunities with conditions that trigger assessments and surveys. Coaches evaluate agents’ performance, assign training based on identified skill gaps, and track completion to enhance skills. Predictive Intelligence can recommend skills based on agent work, improving coaching precision.
    • Surveys: Used by coaches to provide consistent, measurable evaluations across different teams and tasks.

    Benefits for ServiceNow Customers

    • Structured Skill Development: Coaching provides a systematic approach to identifying and closing skill gaps through targeted training.
    • Improved Service Quality: By assessing and training agents, coaching elevates the quality of incident resolution and customer service.
    • Role-Specific Functionality: Clearly defined roles allow appropriate access and responsibilities, ensuring efficient management of coaching activities.
    • Integration with Workforce Optimization: Coaching can be combined with Predictive Intelligence and Workforce Optimization for ITSM, enhancing skill recommendations and coaching effectiveness.

    Next Steps

    To effectively implement and leverage Coaching, explore detailed guides on configuring coaching, setting up surveys, managing assessments, and understanding coaching workflows within ServiceNow.

    Review and assess the quality of your teams' completed interactions and tasks. Based on these assessments, you can assign course items for your teams. When they complete the training, the skills associated with it get added to their skills set.

    Coaching overview

    Coach your teams to train your employees to improve their skill set and enhance the quality of their service.

    Coaching users

    Role Description Roles inherited
    sn_coaching.trainee

    [Coaching trainee]

    Able to view coaching assessments to which they belong.

    Able to add work notes in a coaching assessment by clicking Review Assessments.
    • skill_user
    • survey_reader
    • pa_viewer
    sn_coaching.coach

    [Coaching coach]

    Able to read and write coaching assessments assigned to the coach group to which they belong.

    Able to assign a training and virtual coaches to a coaching opportunity.
    Note:
    The Coaching coach is not able to create a new coaching opportunity.
    • sn_coaching.trainee
    • pa_viewer
    • sn_lc.catalog_manager
    sn_coaching.admin

    [Coaching admin]

    		 Able to perform all functions.
    • sn_coaching.coach
    • survey_admin
    • sn_cim_improvement_requester
    • sn_lc.learning_admin

    Learning catalog group manager [sn_lc.catalog_group_manager]

    Grants administrative rights to create, read, or update learning libraries based on groups.
    • sn_lc.task_creator
    • sn_lc.content_writer

    Coaching workflow

    The image shows a high-level workflow on how coaching admins set up Coaching, and how managers and agents use Coaching.
    Note:
    You can use Predictive Intelligence when you use Coaching with Workforce Optimization for ITSM.
    Figure 1. Assessing and training agents with Coaching with Learning
    Coaching workflow
    1. Coach admins set conditions in coaching opportunities that trigger an assessment. They can also define surveys used to assess agent performance.
    2. The system generates the assessment along with the survey, if defined, and assigns it to the coach.
    3. The coach assesses agents' ability to resolve incidents and the quality of their service. They also assign training tasks to agents based on the assessment.
    4. The trainee completes the assigned training tasks to address skill gaps and enhance skills set.
    5. The coach uses surveys to apply consistent, measurable scores across teams or tasks to evaluate them.
    6. Overall, the Coaching workflow helps agents enhance their skills set and the quality of their service.
    7. Predictive Intelligence uses supervised and unsupervised solutions definitions to recommend skills based on the work the agent has completed.

    Coaching benefits

    Table 1. Coaching benefits
    Benefit Feature Users
    Set up Coaching Set up coaching opportunities, learning content, virtual coaches, and surveys. Coach admin
    Assess trainees and coach them.
    • Assess trainees' ability to resolve incidents.
    • Assign training tasks to agents based on assessments.
    • Use surveys to evaluate the trainees.
    		 Coach or manager
    Get trained to enhance your skills set. Take assigned training tasks to address skill gaps. Coaching trainee

    What to explore next

    To learn more about configuring and using Coaching, see: