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:

<table id=“table_kfz_z3j_ppb”><thead><tr><th>

Field

</th><th>

Description

</th></tr></thead><tbody><tr><td>

Name

</td><td>

Name of the integration service, for example, Pluralsight.

</td></tr><tr><td>

Import set tables

</td><td>

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.

</td></tr><tr><td>

Flow

</td><td>

Flow that interacts with the third-party system to pull the required data.

</td></tr><tr><td>

Active

</td><td>

Option to indicate that the integration service is available for use.

</td></tr><tr><td>

Application

</td><td>

Application which includes the integration service record.

</td></tr><tr><td>

Source

</td><td>

Name of the third-party system with which you want to integrate your application.

</td></tr><tr><td>

Order

</td><td>

Order in which you want to run transformation scripts.

</td></tr><tr><td>

Service type

</td><td>

Option to indicate the type of service Scheduled pull or Ondemand Push.

</td></tr><tr><td>

Retry policy

</td><td>

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.

</td></tr></tbody> </table> 7. Select Submit. 2. Integrate your ServiceNow instance with your third-party learning source accounts.

<table id=“choicetable_bzs_wvn_rpb”><thead><tr><th align=“left” id=“d137542e302”>

To integrate with this third-party learning source

</th><th align=“left” id=“d137542e305”>

Do this

</th></tr></thead><tbody><tr><td id=“d137542e311”>

Pluralsight Skills account

</td><td>

Use an API key to authenticate the ServiceNow requests. Follow the steps in Set up the Pluralsight spoke to perform the integration.

</td></tr><tr><td id=“d137542e324”>

Cornerstone application

</td><td>

Register an OAuth application in Cornerstone and authenticate requests from ServiceNow. Follow the steps in Set up the Cornerstone spoke to perform the integration.

</td></tr><tr><td id=“d137542e337”>

Udemy application

</td><td>

Note: You must manually configure fields such as logos and course reassignments in the learning system configuration table.

</td></tr></tbody> </table> 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/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.

Third-party content New and Updated Services synchronized Udemy - Courses - User activity Cornerstone - Users - Courses - User activity Pluralsight - Courses - Course progress such as percentage

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