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Quality Management Limitations
Limitations for Quality Management forms and assessments.
Required Editions
| Supported Editions for Workforce Engagement Management. |
- Only English language quality evaluation forms are supported.
- If an OmniScript contains a question and you later change the question status to Inactive, the OmniScript evaluation still evaluates the question.
- If you add questions to an existing form, previous assessments are impacted because of incorrect scores for questions. Salesforce recommends that you don't modify previously used forms and instead create new forms.
- If you mark a form as Inactive after using it for evaluations, the assessment isn't visible. Salesforce recommends that you don't mark forms as Inactive after using them.
- Quality Management users must use only the OmniScript Builder UI to create and edit forms. Using individual record pages for these actions can cause errors.
- Conditional questions in OmniScript aren’t supported in a quality management form. All such questions are evaluated regardless of the conditions.
- The Quality Management component must be added to a medium or large area on the VoiceCall and MessagingSession page template for the component to appear correctly.
- The AI Autofill works only for single-rep calls. If you invoke it on a call that involves multiple reps, it may not return the correct answers.
- Only interactions in English language are supported for the beta AI Autofill feature.
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