Print      Open PDF Version of Online Help

Administering Oracle CRM On Demand > Content Management > Setting Up Assessment Scripts > About Assessment Scripts

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, capture activity information, 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.

Before you begin: To perform the procedures described in this topic, your role must include the Manage Content privilege.

How Are Assessment Scripts Used?

The process of using an assessment script is as follows:

1. 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.
2. 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.
3. Based on the responses, a score is automatically calculated, and the record is updated. For example, a lead is classified as qualified or rejected.
4. The answers to the questions are mapped as field values in the record, so that the answers are easily accessible, and available for reporting.
5. 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 a number of different types of assessment scripts. Each script type is suitable for a specific task. Use the script types as follows:

• Account Survey: Use this type to conduct surveys with individual customers.
• Activity Assessment: Use this type to capture valuable contact and account call information.
• Business Plan Assessment: Use this type to allow sales representatives to gather information that will help to determine the effectiveness of business plans.
• 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.

  NOTE: A lead qualification script might fail to set the Status field on the lead to Qualified if certain fields on the lead are not populated. For more information, see Required Fields for Lead Qualification.

• Objective Assessment: Use this type to allow sales representatives to gather information that will help to determine the effectiveness of objectives.
• 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: Appointment, Sales Call, or Task; Account; Business Plan; Contact; Lead; Objective; Opportunity; or Service Request. If necessary, you can create multiple assessments of each type and present the appropriate script to the user. The script is based on the specified record criteria.

Process of Creating Assessment Scripts

You must complete several tasks to set up an assessment script.

1. 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:

   1. Enter the filter field display names and picklist values for every record type for which you want to create an assessment script.

      For more information, see Creating Assessment Scripts.

   2. Add the filter fields to the page layouts for every record type for which you want to create an assessment script.
2. Create the assessment script:
   1. Enter the script details.
   2. Add criteria (questions) to the script.
   3. Add a list of potential answers for each question.

      For more information on these steps, see Creating Assessment Scripts.

3. Give users access to the script:
   1. For each user role that must use assessment scripts, configure the user role and the access profiles:
      • To create assessments. For a user to be able to create assessment scripts, you must give the user's role access to the Assessment record type, which means that the access-level setting for the default and owner access profiles for the user's role must be set to at least Read/Edit for the Assessment record type. Also, the record type access-settings for the role must have the Has Access and Can Create check boxes selected for the Assessment record type.
      • To view assessments. For a user to be able to view the details of an assessment, you must give the user’s role read access to the Assessment record type, which means that the access-level setting for the default and owner access profiles for the user's role must be set to at least Read-Only for the Assessment record type. Also, the record type access-settings for the role must have the Has Access and Can Read All Records check boxes selected for the Assessment record type.

        For more information about setting up user roles, see Adding Roles. For more information about setting up access profiles, see Process of Setting Up Access Profiles.

   2. For each record type for which you have created assessment scripts, add the appropriate assessment script section to the displayed information on the record detail page. For more information about customizing page layouts, see Customizing Static Page Layouts.

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.

Some examples of criteria for the Lead Qualification script are shown in the following table.

Examples of answers and scores for the question "What is the current state of your budget?" are shown in the following table.

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.

When assessment scores are calculated, the following rules apply:

• Scores for individual questions are rounded to the nearest single decimal place.
• The overall assessment score is rounded to the nearest whole number.
• Rounding rules are based on standard mathematical rules, so that a decimal value of less than 0.5 is rounded down, while a decimal value of 0.5 or greater is rounded up.