Smart Assessment for Workplace Case and Task

Smart Assessment enables workplace case managers to create structured assessment templates with customizable questions and sections. These assessments can be automatically triggered based on specific conditions, such as state changes in workplace cases and tasks. Workplace agents complete these assessments as part of their workflow, ensuring standardized data collection and quality control.

The following plugins must be installed:

• Smart Assessment Core (sn_smart_asmt)
• sn-smart-assessment-designer (sn_smart_asmt_desg)
• sn-smart-assessment-connected (sn_smart_asmt_conn)
• Post Assessment Actions for Smart Assessments (sn_smart_imp_auto)
• sn-reusable-impact-framework
• snc.smart_asmt_dep

• Create an assessment template category
  Assessment template categories help organize and classify smart assessment templates based on their purpose or use case. Categories make it easier to locate and manage templates within the assessment workspace.
• Create Smart Assessment template for Workplace Case and Task
  Smart assessment templates define the structure, questions, and sections that workplace agents complete when working on cases and tasks. Case managers create templates to standardize data collection and ensure consistent quality checks across workplace cases and tasks. These assessments automatically attach to cases and tasks based on configurable trigger conditions.
• Configure Automations in Smart Assessment template
  Set up automations to trigger predefined actions whenever assessment templates are published. You can define action set types that determine how and when automated actions execute within the assessment workflow.
• Configure Smart Assessment Trigger
  Smart assessment triggers define the conditions when assessment templates are applied to workplace cases or tasks.
• Create and assign a workplace case with Smart Assessment
  Workplace managers create a workplace case and assign it to workplace agents for various service requests such as cleaning, maintenance, or inspection tasks. When a case is moved to a specific state (for example, Work in Progress) and meets the configured trigger conditions, a smart assessment instance is automatically created and attached to the case.
• Access and Complete Smart Assessment
  Workplace agents complete smart assessments as part of their case workflow. When a case has an attached assessment that meet configured trigger conditions, agents can open it directly from the case form, answer all required questions, and submit the assessment.

Related concepts

• Automating seat assignment for new hires
• Configuring a record producer for request edit
• Configuring a record producer for reservation

Related tasks

• Install Workplace Case Management
• Create a Workplace case template
• Create a Workplace task template
• Configure Approval options
• Configure a Record producer
• Create an SLA Definition
• Create a Workplace service
• Add a workplace service item to a workplace service
• Create a workplace template configuration
• Create a workplace field mapping
• Configure an escalation rule
• Add Fulfillment instructions
• Group similar workplace cases under a parent case