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Creating Assessment Scripts

To customize assessment script filters and create an assessment script, follow the steps in this topic.

Before you begin:

  • To perform this procedure, your user role must include the Administer Assessments privilege.
  • If necessary, customize the picklist values and fields you want to use as part of the assessment criteria. For example, you can add custom fields to display information collected during the customer interview. When you set up the script, you can map the answers to those custom fields.

    Be sure to add any new fields to the page layout for that record. For instructions, see Customizing Static Page Layouts.

To customize assessment script filters (optional)

  1. In the upper right corner of any page, click the Admin global link.
  2. Click the Application Customization link.
  3. Under Record Type Setup, click Assessment.
  4. Click Assessment Field Setup.
  5. Click Edit and edit the Display Name column for each of Filter 1, 2, 3, and 4.
  6. For each field, click Edit Picklist and set up the values for the picklist.

    TIP: Keep the default <No Values> value at the top of the picklist options, unless you want to force your employees to select something from the picklist.

  7. Save the record.
  8. To relabel these fields in the record pages that your employees use, go to the Field Setup section and select the record types you are running assessment scripts with: Contact Fields, Lead Fields, or Service Request Fields.

    NOTE: The same picklist values you set up for Assessment Fields are displayed in these other records. However, you can customize the display name for these fields for each record type.

To create an assessment script

  1. In the upper right corner of any page, click the Admin global link.
  2. Click the Content Management link.
  3. Click the Assessment Scripts link.
  4. On the Assessment List page, click New Assessment.
  5. On the Assessment Edit page, complete the information.

    The following table describes field information for assessments. An administrator can add, relabel, or delete fields, so the fields you see might differ from those in this table.

    Field

    Description

    Name

    Limit of 50 characters.

    Use a descriptive name that includes the purpose of the script. If your company employees use various languages, include the language in the script name.

    Type

    Determines the record type the script is linked to. Default values are Contact Script, Lead Qualification, Opportunity Assessment, Service Request - Script, and Service Request - Survey.

    Active

    Only scripts that are active can be run.

    Filter 1, 2, 3, 4

    Displays the label that you set up for the assessment category.

    Threshold Score (1-100)

    Used to calculate the outcome of the scripts. If the score of the script is equal to or higher than the threshold, the outcome is met.

    Field to Map Score To

    Determines the field to display the score in the parent record.

    Outcome Value If Threshold Met

    Determines the value to display if the outcome is met. For example, if the lead meets the criteria for qualification, this field can display Qualified.

     

    Outcome Value If Threshold Not Met

    Determines the value to display if the threshold is not met. For example, if the lead does not meet the criteria for qualification, this field can display Rejected.

    Field to Map Outcome Value To

    Determines the field to display the outcome in the parent record when the script is completed, if you want this to occur.

    NOTE: For a script to run, it must be active and contain questions and answers.

  6. Click Save.
  7. On the Assessment Detail Page, in the Criteria section, click New or Edit.
  8. On the Criteria page, complete the information:

    Field

    Description

    Criteria Name

    Enter a short, descriptive name that users will recognize.

    Question

    Enter a question of up to 50 characters.

    Weight

    Enter a percentage. The sum of the weights for all questions must equal 100.

    Answer Map to Field

    If you want to track the answers to this question, map this to a field in the parent record. Mapping answers back to the parent record makes the values available in integration, reporting, and lists.

  9. On the Assessment Detail Page, click each criterion name and then click the New or Edit button in the Answers section.
  10. On each Answers page, complete the information:

    Field

    Description

    Order

    Determines the sequence of the options.

    Answer

    Enter a valid answer for the user to select for the question. Limit is 30 characters.

    Score

    The score for the selected answer is multiplied by the weight of the associated question to determine the total question/answer score.

  11. Save the script.

    TIP: Be sure each role has a page layout that includes the new fields you added for assessment.


Published May 2008