About Assessment Scripts
An assessment script is a series of questions that helps users to collect customer data. Assessment scripts can be used to qualify leads, assess opportunities, guide customer service interactions, survey customer satisfaction, and so on.
You can score customer answers, assign different weights to questions, and set thresholds for establishing decisions. In addition, you can map fields used during the assessment to the parent record and, later, run reports and analyses, based on those fields.
How Are Assessment Scripts Used?
The process of using an assessment script is as follows:
- The user launches an assessment script from a record detail page. The appropriate assessment scripts (determined by specified record field values) are listed on the record detail page. The user can also search for other assessment scripts, if necessary.
- Working through the assessment questions, the user gathers critical customer information, such as details about the quality of a sales lead, and selects the correct response for each question from a drop-down list of choices.
- Based on the responses, a score is automatically calculated, and the record is updated. For example, a lead is classified as qualified or rejected.
- The answers to the questions are mapped as field values in the record, so that the answers are easily accessible, and available for reporting.
- The completed assessments are stored and can be accessed in a related records section of the parent record.
Which Type of Assessment Script Should You Create?
You can set up five different types of assessment scripts. Each script type is suitable for a specific task. Use the script types as follows:
- Contact Script: Use this type to conduct customer satisfaction surveys with individual contacts.
- Lead Qualification: Use this type to help sales representatives to identify the qualified leads. Using a script for this task reduces the need for training and enforces consistent lead qualification.
- Opportunity Assessment: Use this type to embed sales methodologies, and help sales representatives to assess the opportunities, so that they can adjust their sales strategies as they work on deals.
- Service Request-Script: Use this type to help service representatives to assess service requests; for example, to determine the priority or the escalation path for the request. Using a script for this task reduces the need for training and enforces consistent customer service.
- Service Request-Survey: Use this type to administer customer satisfaction surveys (that are linked to a specific service event.)
Each type of assessment is linked to a corresponding record type: Contact, Lead, Opportunity, or Service Request. If necessary, you can create multiple assessments of each type, and present the appropriate script to the user, based on the specified record criteria.
Process of Creating Assessment Scripts
You must complete several tasks to set up an assessment script.
- Customize the assessment script filters.
The filters allow you to define the criteria used to identify the appropriate assessment for a task, based on the specified record field values.
For example, a lead qualification assessment script might be set up with these filters:
- Account Tier = Gold
- Segment = Large
- Region = West
Then, when a user launches an assessment script from a lead record with the corresponding values, the correct lead qualification script is listed.
All assessment script types use the same four filter fields, each with a defined picklist of values. To customize the filters, you must:
- Enter the filter field display names and picklist values for every record type for which you want to create an assessment script.
- Add the filter fields to the page layouts for every record type for which you want to create an assessment script.
- Create the assessment script and enter the script details:
- Enter a name and assessment type.
- Set the assessment category values.
- Define the threshold score and outcomes.
- Map the outcome and score to record fields.
- Check the Active check box to activate the assessment.
- Add criteria (questions) to the script.
For each question in the script:
- Enter the question text.
- Give each question a relative weight. The sum of all the criteria weight values must be 100.
- Map the question to a record field.
- Add a list of potential answers for each question.The answers are presented to users in a drop-down list.
For each question:
- Enter the answer text.
- Enter a numeric score, between 1and 100, for each answer.
- Give users access to the script.
- For each user role that needs to use assessment scripts, enable access to the Assessments record type. For more information on user roles, see Adding Roles.
- For each record type for which you have created the assessment scripts (contacts, leads, opportunities, or service requests), add the appropriate assessment script section to the displayed information on the record detail page. For more information on customizing page layouts, see Customizing Static Page Layouts.
For step-by-step instructions on customizing the assessment script filters (step 1 in the process) and creating assessment scripts (steps 2 through 4 in the process), see Creating Assessment Scripts.
Example of an Assessment Script
A typical script that a company administrator might want to set up is a Lead Qualification script, which is used to determine whether a lead is to be qualified or rejected.
The following table shows the example values that might be used for such a script.
Script Field
|
Example Value
|
Type
|
Lead Qualification
|
Threshold Score
|
50
|
Outcome Value If Threshold Met
|
Qualified
|
Outcome Value If Threshold Not Met
|
Disqualified
|
Field to Map Outcome Value To
|
Description
|
CAUTION: If a Lead Qualification script attempts to set the Status field on a lead to Qualified, it will not be able to do so unless the Rating and Sales Person fields on the lead are filled in. If these fields are not filled in, an error message is displayed, and the script assumes the lead has failed to meet the threshold. The script then sets the Status field according to the results defined on the script for failing to meet the threshold.
Some examples of criteria for the Lead Qualification script are shown in the following table.
Criteria
|
Weight
|
What is the current state of your budget?
|
50
|
What is driving the timeline for this project?
|
25
|
When is it planned to make a decision?
|
25
|
Examples of answers and scores for the question "What is the current state of your budget?" are shown in the following table.
Answer
|
Score
|
Budget Approved
|
100
|
Budget Rejected
|
0
|
The score for each criterion is calculated by multiplying the weight of the criterion by the score for the answer, where the weight is a percentage. In this example, if a user chooses the answer Budget Approved, the score for the question is calculated as follows:
(0.5 * 100) = 50
The total score for the script is the sum of the scores for all the criteria. If the final outcome of the script meets or exceeds the threshold defined in the script, the value of the Description field on the Lead Detail page is set to Qualified. If the score falls below the threshold, the value of the field is set to Disqualified.
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