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.

Before you begin

Role required: sn_wsd_case.workplace_agent

About this task

Workplace agent must open the case or task from Workplace Central > Lists. For mandatory assessments, agents must complete the assessment before they can close the case to one of the states in the Close before field.

Procedure

1. Navigate to your workplace agent workspace.
2. Open the assigned workplace case record from your work queue or case list.
3. Select Open Smart Assessment to launch the assessment interface.
   The system displays the assessment instructions, sections, and questions under the Smart Assessment Results tab.
4. Review the assessment instructions and complete all assessment questions by providing responses.
   Note:

   You cannot move the case state before completing the mandatory assessment.
5. Select Submit to complete and close the assessment.
   The system records all responses and marks the assessment as completed.