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.

Antes de Iniciar

Role required: sn_wsd_case.admin or sn_wsd_case.manager

Nota:

Make sure that the Smart Assessment plugin is enabled before creating assessment templates.

Procedimento

1. Navigate to Workspaces > Workplace Central > Case Management.
2. Select Create Smart Assessments.
3. On the Assessment Workspace page, select New template.
4. On the form, fill in the fields.

   Tabela 1. Create assessment template form

   Field	Description
   Template name	Name of the template. If you want to add a separate assessment name, select the icon and add a name for the assessment.
   Description	Description of the template.
   Purpose	The assessment template category for the new template. For example, Workplace services.
   Assessment targets	Select the table that assessments will access. For example, Workplace case [sn_wsd_case_workplace_case]. Select only one table from the list.

5. Select Create.
   The Assessment Workspace page displays where you can specify the template details.
6. Under the General tab, do the following:
   1. Select Details and modify the assessment details if required.
   2. Select Settings and specify the Duration (number of days) and Assessment reader role details.
   3. Select Save.
7. Start building a template by adding instructions, sections, and questions under the Questions tab.
   1. Select + Add instructions and define clear guidance for Workplace Agents explaining the purpose and expectations for completing the assessment.
   2. Select + Add section and enter the Name and Description details.
   3. Select + Add question and enter the question.
      Nota:

      You must select an existing section or create a section to add a question.
      • Toggle the Required configurable option to make the question conditionally visible.
      • Select the response input type from the available options. For example, select Radio button and enter the Choices.
      • Select Add choice to add multiple choices.
      • Select Add additional content drop-down and select Question description or Guidance to add the additional details.
      • Select Save.
      
   4. Select + Add assessment reference and Add reference data to appear the card details under the Smart Assessments tab in a workplace case.
      • In the Card description field, provide a description for the assessment reference card.
      • Select the required columns and select Add.
      
8. Select Publish to publish the assessment template.
   Nota:

   Templates must be published before they can be attached to triggers and used in workplace cases.