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.
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