Configure Quality Management for Service Interactions
Use AI-driven and manual evaluation forms to standardize interaction assessments, reduce scoring bias, and increase evaluation coverage for service reps across voice and messaging channels.
Note Admins must manually create these permission set groups by adding the required permission sets. Salesforce doesn't provide these groups by default. Complete all the steps to avoid issues with the Quality Management configuration.
Activate Recording Settings Use global recording and transcription settings within your org to process conversation data.
Define Assessment Categories Create picklist values to group your evaluation questions into logical sections. These section names will also appear in the preconfigured reports on quality scores.
Configure Interface Layouts Add the Quality Management component to the interaction pages to help evaluators access forms.
Configure Sharing Rules for Quality Evaluations Set up sharing rules to ensure that quality analysts have the necessary permissions to access and evaluate interactions owned by service representatives.
Share Assessment Records with Quality Analysts Configure sharing rules and organization-wide defaults to grant quality analysts read and write access to interaction assessment records.
Setup Reporting View quality evaluation data to track and analyze rep performance insights.
Løste denne artikel dit problem?
Giv os besked, så vi kan forbedre os!
Indlæser
Salesforce Help | Article
Cookie Consent Manager
Cookie Consent Manager
General Information
Required Cookies
Functional Cookies
Advertising Cookies
General Information
We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings.
Privacy Statement
Required Cookies
Always Active
Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.
Functional Cookies
Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.
Advertising Cookies
Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.
