Integrate Coaching with Learning with third-party learning management systems

Connect your ServiceNow instance with third-party learning sites to pull learning content into your repository.

Before you begin

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.

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
• Cornerstone spoke
• Pluralsight spoke
• Udemy spoke

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 Framework > Source
   2. Select New.
   3. In the Name field, enter the name of the integration source, for example, Pluralsight.
   4. Right-click the form header and select Save.
   5. In the Integration Services related list that appears, select New.
   6. On the form, fill in the fields:

7.  Select **Submit**.

1. Integrate your ServiceNow instance with your third-party learning source accounts.

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
For more information on these system properties, see [Coaching With Learning System Properties](components-installed-configurable-wfo-cs.md).

1. Activate schedule flows to integrate third-party learning content.

   1. Navigate to Process Automation > Flow Designer
   2. In the Flows section, select each of the following flows and select Activate:
      • Trigger Cornerstone Learning Sync
      • Trigger Pluralsight Learning Sync
      • Trigger Udemy Learning Sync
   3. Navigate to Learning > Administration > Learning System Configuration
   4. Select each of the third-party learning sources and set the Active field to true. Schedule flows automatically run on a scheduled basis to synchronize third-party learning content into your ServiceNow instance.

2. After configuring the third-party integration sources, 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.

   • Open any integration source for which you want to pull content.
   • Select Run Job. 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.

What to do next

Add external courses to Coaching With Learning

• External Content Integration Sources
  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.

Parent Topic:Setting up Coaching in Workforce Optimization for Customer Service