35Assessments

This chapter contains the following:

Overview of Assessments

Assessments enable you to evaluate the condition of a business object, such as an opportunity or lead. Administrators define assessment templates that consist of questions with scored responses and then make the assessments available in the application. During the assessment process, you're presented with assessment questions. Responses to the questions provide you with immediate scoring and recommendations or follow-up business processes.

Assessments can consist of the following components:

  • Questions

  • Question ratings

  • Responses, including free-form responses

  • Scoring of the assessment

  • Tasks to be performed based on feedback score

Setup Tasks

You can use assessment templates to analyze the condition of your business objects, such as opportunities or leads. This topic explains the various tasks involved in creating an assessment template.

This table lists the business objects that support assessment templates, along with the setup task that you must use to create templates for each object.

Business Object Task Name

Accounts

Manage Customer Center Assessment Template

Opportunities

Manage Opportunity Assessment Templates

Leads

Manage Sales Lead Assessment Template

The steps to create assessment templates is the same for all objects. Here's how to create an assessment template for the Opportunity business object.

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Sales

    • Functional Area: Opportunities

    • Task: Manage Opportunity Assessment Templates

  2. Search for and select the assessment template setup task for the applicable business object.

    For example, search for and select the Manage Opportunity Assessment Templates task. The Manage Opportunity Assessment Templates page appears.

Assessment Template Basic Details

To create an assessment template for a business object, start by entering the basic details:

  1. In the relevant business object's assessment template page, click the Create icon.

  2. In the assessment template details page, enter the details shown here:

    Field Description Example

    Name

    Enter a name for the template.

    Discount Eligibility

    Template Type

    Select the type of template that you want to create.

    The template type options vary depending on the object that you're creating the template for. For example, if you're creating an assessment template for opportunities, only the template types meant for opportunities, such as Opportunity, Opportunity Product, and Opportunity Contact are visible.

    Opportunity

    Template Set

    Select the template set.

    A template set is a reference data set that contains one or more business units (BUs). Selecting the template set ensures that the template is available for use only to those BUs that are part of this template set.

    Common Set

    Selecting Common Set makes the template available for all BUs.

    Description

    Optionally, provide a description.

    Discount eligibility assessment.

  3. Add attachments if there is any information that might help the salesperson. For example, add a .pdf file that contains information that might be helpful.

  4. Click Next.

    The Configure Ratings page appears.

Configuring Ratings

Ratings group question responses in a template into different categories. There are three predefined ratings: Poor, Average, and Excellent. You can add your own ratings or modify the predefined ratings.

To add a rating:

  1. Click the Add Row icon and enter Text and Description.

  2. Click Next.

    The Enter Questions and Responses page appears.

To modify a rating, just replace the text in the Text field.

Enter Questions and Responses

In this step, you create questions and responses, and also set a rating for each of the question responses.

The score range for ratings is derived automatically in the next step of the assessment template creation process based on the rating you set here.

To create questions and responses:

  1. Click the Create icon and select Create Question Group.

    Note: All questions must be part of a question group.
  2. In the Create Question Group dialog box, enter Name and Description. For example, enter Deal and Question group for deals respectively.

  3. Click Save and Close.

  4. Click the Create icon and select Create Question.

  5. In the Create Question dialog box, enter details as shown in the following table:

    Field Description Example

    Question

    Enter a question that you want in the assessment template.

    How soon will the implementation start?

    Question Group

    Select the question group to which this question should belong.

    Opportunity Question Group

    Weight

    Enter the weight for this question.

    Weight determines the relative importance of a question within the assessment template. The higher the weight for a question, the more important this question is compared to the other questions in the template.

    The sum of weights for all questions in a template must be 100.

    Note: You can also enter the weight in a later step, or even edit what you have entered here in a later step.

    50

    This indicates that this question has 50% importance compared to other questions in the template.

    Description

    Optionally, provide a description.

    Description for the opportunity question group.

  6. Click Save and Close.

    Note: In the Question Details section, select the Include Free-Form Response Option check box only if you have a question that supports a free form response. Selecting this option adds a default response in the Possible Responses section. Free-form responses are recorded as comments in consuming applications, and they're not scored.
  7. In the Possible Responses section, click the Add icon.

  8. Enter details as shown in the following table:

    Field Description

    Response

    Enter a response that the user can select for this question.

    Score

    Add the score that you want to allocate to each of these responses.

    Note: Score is displayed as Weight multiplied (*) by the (Normalized Score percent (%)) based on the response selected. For example, the selected response's normalized score is 35 and the question's weight is 20. So the assessment's score will be 20 * (35 %) = 7.

    Normalized Score

    This appears automatically once you fill in the score.

    The response that has the highest score gets a 100%.

    Rating

    Define the rating that you want to assign to each of the responses.

    Description

    Optionally, provide a description.

    Here's an example of the possible responses:

    Response Score Normalized Score Rating

    0 to 3 months

    5

    25

    Poor

    4 to 6 months

    10

    50

    Average

    7 to 12 months

    15

    75

    Good

    > 1 year

    20

    100

    Excellent

  9. Similarly, create all the questions that you want to include in this template along with the possible responses.

  10. Click Next.

    The Edit Question Weights page appears.

Edit Question Weights

You can use this page to verify the weights that you entered for all the questions in the previous step. Check whether the weight total aggregates to 100. If not, you must update the weights to reach a total of 100. You can also use this page to edit the weights of questions.

Click Next. The Configure Score Range Attributes page appears.

Configure Score Range Attributes

Depending on the scoring to response mapping in the questions and responses that you entered earlier, score ranges for ratings are automatically derived here. You can select the Override score ranges check box to edit the automatically derived score ranges and set different start and end scores for the ratings. You can modify the colors shown in the various score ranges.

Based on the assessment score, feedback can be displayed for the assessment in the consuming application, such as in opportunities. To provide feedback, enter the feedback in the Feedback field. For example, if the score is 95 and it maps to Excellent as rating, you could enter feedback such as Qualified for discount pending manager approval.

Click Save and Close.

You have now completed creating your assessment template.

Additional Implementation Steps

Once your assessment template is ready, you might have to perform some additional implementation steps before the template is available for the user.

For opportunities, you must attach the template to a sales stage within a sales method:

  1. In the Setup and Maintenance work area, go to the following:

    • Offering: Sales

    • Functional Area: Opportunities

    • Task: Manage Sales Methods and Sales Stages

  2. In the Manage Sales Methods page, create or edit a sales method, and then add or edit sales stages.

  3. In the Create or Edit Sales Stage page, navigate to the Assessment Templates region.

  4. Click Add.

  5. Search for the template you want to associate with the sales stage and add the template.

When an opportunity is in the relevant sales stage, the sales representative can use the associated assessment templates from the Assessments subtab.

Implementation Concepts for Assessments

The question weight, response score, and response rating are the assessment template components. They fit together to calculate and display the overall assessment score, rating, and feedback text.

The assessment multiplies a question weight by a response score to achieve a weighted score for an assessment template response. It adds the weighted scores for all responses together to determine the total assessment score. This score falls within a score range calculated in advance, that's also associated with a response rating and feedback text. Therefore, the score range within which the total assessment score falls, determines the rating and feedback text to display for a completed assessment.

Assessment template components flow chart

Question Weight

The question weight is the relative importance of a question within an assessment template. The template expresses it as a percentage. All of the question weights within a template must total to exactly 100. When you use an assessment template, the template multiplies a question's weight by the score of the question response to produce a weighted score for that response.

Response Score

A response score is the score that the template administrator assigns to a possible question response in the template. The template administrator sets response scores with no upper or lower bounds. The template normalizes each score to accurately score an assessment that uses the template. The template normalizes the response scores by assigning a score of 100 to the highest response score. The template then assigns all other responses a normalized score relative to that highest score.

When you use an assessment template, the template multiplies the normalized score of the question response by the question's weight to produce a weighted score for that response.

Response Rating

A response rating is:

  • The rating assigned to a possible response to a question in the template.

  • A textual qualification, such as Excellent or Poor that provides a metric other than a numeric score for qualifying the outcome of an assessment.

A response rating relates directly to a response score, and this relationship should ensure that a higher score translates to a higher rating.

Early in the template creation process, the administrator configures ratings to assign to responses. The administrator then assigns scores and ratings to responses, and the application calculates score ranges based on those entries. The application assigns each rating to a score range, and gives the administrator the opportunity to apply feedback text to the rating-score range combination.

When you use an assessment template, the template adds the weighted scores from all responses to determine the total assessment score. That score falls somewhere within the calculated score ranges. These ranges then determine which rating the template assigns to the assessment and what feedback text to display. The maximum total assessment score is 100.

You can implement assessment templates to let salespeople analyze the health of a business object, such as a lead or an opportunity, and suggest appropriate next steps based on its diagnosis. To best plan and create assessment templates, you should consider the following points:

  • Ratings

  • Questions, question groups, and question weights

  • Responses and scores

  • Associated task templates

Ratings

A rating is a textual qualification, such as Excellent. There are three delivered ratings in the assessment template: Excellent, Average, and Poor. Ratings provide a metric other than a numeric score to qualify the outcome of an assessment. Ratings are created at the beginning of the assessment template creation process. They're later applied to possible responses to questions in the template, which associates each rating with a score. Ratings display an appropriate feedback based on the completed assessment score once you submit an assessment. When setting up ratings and applying them to possible responses, remember that ratings and their associated feedback text will eventually display as part of the overall assessed health of a business object.

Questions, Question Groups, and Question Weights

Questions are the main components of an assessment template. They're written to help in systematically determining the health of a business object, and are grouped into logical collections called Question Groups. Each question in the template is assigned a question weight. Question weight is expressed as a percentage, which is the relative importance of the question within the template. When you use an assessment template to perform an assessment, a question's weight is multiplied by the normalized response score given for the question to produce a weighted score for that question.

When setting up questions, question groups, and question weights, you must carefully analyze which factors determine the health of a particular business object (like a lead or an opportunity) in your organization. Use those factors to create your question groups; and then write three to five questions per group that are weighted according to your analysis. There's no limit to the number of questions that can be in a question group, but each question group must have at least one question.

Responses and Scores

Responses are attached to questions in the template. Each question should have at least two responses, unless it's a free-form only question. More than one response can be tied to the same rating. However, between all of its responses, each question should accommodate at least two ratings, unless it's a free-form only question. For example, if your ratings are Excellent, Average, or Poor, for each question you can include two responses that correspond to at least one of those ratings, such as average. There must be enough responses to cover at least two of the ratings, such as Excellent and Average. You assign a score to each response for a question, and the application normalizes the score based on a standard scoring scale.

When an assessment template is used to perform an assessment, a question's weight is multiplied by the normalized score of the response given for the question to produce a weighted score for that response. When adding responses to questions, ensure that the scores and ratings you assign to each response correlate. In other words, the higher the score you assign to the response, the higher the rating should be so that you have a strong quantitative relationship between the two. Also note that you can allow free-form responses for one or more questions in the template, but free-form responses are never scored.

Associated Task Templates

A task template is an instruction to generate a group of related activities. You can associate task templates with an assessment template to recommend tasks that should be performed after an assessment has been done for a business object. When you associate task templates with an assessment template, you can indicate a score range for each task template. Based on the total score of any assessment that uses your template, one or more task templates will be recommended as follow-up activities. For a task template to be available to associate with an assessment template, it must be assigned to the same business object type as that assigned to the assessment template, and it must have a subtype of Assessment. Ensure that you have set up task templates correctly before associating them to assessment templates.

A score of 0 is assigned for free-form responses.

A free-form response option has no effect on the overall assessment score. The free-form response offers the opportunity to enter a textual response to a question that doesn't conform to any of the prepopulated responses provided by the assessment template.

A question group is a logical grouping of questions within an assessment template, and is strictly used as a category header for those questions. By naming the question group carefully, you can provide the template user an idea of the type of questions to expect in each group.

This topic explains the status codes for an assessment template. Throughout the life of an assessment template, you can assign different status codes.

These status codes control the actions you're allowed to make against an assessment template.

  • In Progress

  • Active

  • Retired

In Progress

This is the initial status of an assessment template. In this status, you can edit any part of the template. This is the only status in which you can delete a template. If the template isn't deleted, it moves to the Active status.

Active

This is the status assigned when the assessment template is deployed for general usage. In this status, you can make only minor textual edits to it, including, but not limited to, template description, question text correction, question sequencing change, response description, and score range feedback. From this status, you can move the template to Retired, but you can't delete it.

Retired

When an assessment template is in this status, it's no longer available for general usage. You can't edit any part of it, and you can't move it to any other status. However, it can still be copied. Active templates that are deleted revert to this retired status.

You calculate the score range for an assessment template using the question weights and the ratings and scores assigned to the possible responses for all the questions in the template. This topic explains how the score range is calculated and the components that are used in the calculation, so that you can make the best decision regarding the feedback text to apply to each score range. In addition to the automatic score range calculation, you can manually adjust the score range by using the administration functionality.

Settings That Affect Score Range

In order for the application to calculate the assessment template score range, you must:

  • Apply weights to all template questions.

  • Configure ratings and apply them to possible responses for all template questions.

  • Apply a score to each of the possible responses for all template questions.

How Score Range Is Calculated

The score ranges for each rating in an assessment template are determined using the lowest and the highest weighted response scores for each question. So for each rating score range, the lower end of the range starts where the previous rating range ended, and the higher end of the range is the sum of the highest weighted scores that can be attained for that rating.

The following table displays a simple example of the components used in the score range calculation.

Question (Weight) Response (Normalized Score) Weighted Score Rating

What is the customer win? (20%)

Lower Operating Cost (100)

20

Excellent

What is the customer win? (20%)

Higher Revenues (80)

16

Average

What is the customer win? (20%)

Other (53)

11

Average

What is the customer win? (20%)

Don't Know (27)

5

Poor

What is our win? (80%)

Reference (60)

48

Average

What is our win? (80%)

Resale (50)

40

Poor

What is our win? (80%)

Partnership (100)

80

Excellent

The following table displays the score range calculation based on the components from the previous table.

Rating Score Range

Excellent

65 - 100

Average

46 - 64

Poor

0 - 45

If a template administrator doesn't use a particular rating while assigning ratings to possible responses, this could result in improper score range calculations. To counteract this problem, the score range calculation uses a built-in correction algorithm to ensure proper score ranges. The correction algorithm works like this: For a question where a particular rating is skipped, the low score for the skipped rating is calculated to be equal to the high score of the next lower ranked rating. The high score for the skipped rating is calculated to be equal to the low score of the next higher ranked rating.

Using the ratings displayed in the tables in this topic, if the rating Average isn't used for a question's possible responses, the score range calculation assigns a low score to Average for that question that's equal to the high score of Poor for that question. It also assigns a high score to Average for that question that's equal to the low score of Excellent for that question. This ensures that the overall template score range for Average is calculated to fall between the score ranges for Poor and Excellent.

Opportunity Assessments

When setting up and maintaining opportunity assessment templates, consider the implementation points described in this topic.

You can find a procedure describing how to set up assessment templates in the How to Create Assessment Templates topic.

Setup Task for Opportunity Assessments

In the Setup and Maintenance work area, the setup task for implementing opportunity assessments is Manage Opportunity Assessment Templates.

Assessments Added to Sales Stages

Assessments are available to sales users only after you create an assessment template and then add the assessment template to a sales stage within an opportunity sales method.

Mandatory and Recommended Assessments

When adding an assessment to a sales stage, you can mark the assessment as mandatory to be completed for the sales stage. In this case, the user must complete the assessment before moving the opportunity to the next sales stage. If you mark a template as recommended for a sales stage, the user isn't required to complete the assessment before moving to the next sales stage.

Opportunity Access Levels for Assessments

The actions that you can perform with opportunity assessments depend on your access levels on an opportunity. This table shows the access levels and actions.

Access Level Allowable Actions

View Only

  • View assessments in read-only mode

  • Can't add assessments

Edit or Full

  • Add assessments

  • Edit assessments

  • Delete assessments (if enabled)

Allowing Users to Delete Assessments

You may want to enable the Delete Assessment button in the Assessments page so that sales representatives can remove an assessment and start over or remove an assessment that's no longer required.

You use Page Composer to add the Delete Assessment button. See the Configuring Applications Using Application Composer guide for procedures.

Enable Multiple Assessments Per Template

To enable sales representatives to perform multiple assessments per assessment template, you must set the profile option, Enable Multiple Assessments Per Assessment Template, to Yes.

Enable Multiple Opportunity Assessments Per Template

Often sales representatives want to re-assess opportunity information and perform several assessments for opportunities using the same assessment template. To enable sales representatives to perform multiple assessments per assessment template, you must set the profile option, Enable Multiple Assessments Per Assessment Template.

Set the Profile Option

Multiple assessments per assessment template isn't enabled by default. To enable the functionality, set the profile option Enable Multiple Assessments Per Assessment Template (MOW_MULTIPLE_ASSESSMENTS_ENABLED) to Yes at the site level. Follow these steps.

  1. In the Setup and Maintenance work area, go to:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Manage Administrator Profile Values

  2. In the search region of the Manage Administrator Profile Values page, enter the profile option display name Enable Multiple Assessments Per Assessment Template in the Profile Display Name field.

  3. In the search results list, click the profile option name.

  4. In the Profile Values section, select Yes from the Profile Value list.

  5. Click Save and Close.

Salespeople can submit and delete assessments associated with their opportunities through the Edit Opportunity: Assessment subtab. They must have Full or Edit access on the opportunity to submit or delete an assessment. You must enable the Submit and Delete Assessment buttons in the Assessments page so that sales representatives can submit an assessment or remove an assessment that's no longer required. You use Page Composer to add the Submit and Delete Assessment buttons.

Here's how to add the Submit and Delete Assessment buttons to the Assessment page for opportunities using Page Composer.

  1. Sign in to the application as a user with the Sales Administrator job role. Or, sign in as a setup user.

  2. To open Page composer, create and enter a sandbox with Page Composer as one of the tools and select Page Composer from the Tools menu.

  3. Activate a sandbox. The active sandbox name appears at the top of the page.

  4. Click the user image or name in the global header, and on the Settings and Actions menu, select Edit Pages.

  5. With Page Composer in Direct Selection mode, in the Edit Assessment region of the edit opportunity page, hover over the Save button.

    A colored box appears around the field and its label.

  6. Click inside the box around the Save button.

  7. A dialog box opens with two options:

    • Edit Component

    • Edit Parent Component.

  8. Select the Edit Parent Component option.

  9. In the Component Properties dialog box, click the Children tab.

  10. Select the check box next to both the Submit and Delete Assessment items.

  11. Click Apply.

  12. Click OK and close Page Composer.

For more information about using Page Composer, see the Configuring and Extending Applications guide.

Lead Assessments

This topic outlines how lead assessment templates enable a uniform assessment implementation across leads for your organization. Assessment templates provide guidance to sales resources to move the leads further along the sales cycle. Using the lead assessment feature, you can:

  • Define Lead Assessments Templates

  • Associate Task Templates to Assessment Templates

  • Assess Leads

Define Lead Assessments Templates

You can define assessment templates to include assessment questions that represent industry best practices, sales methodologies, or a combination of both. As you enter the different responses to the questions, an assessment progress bar provides immediate rating and feedback based on the assessment definition. You can also use assessment templates to standardize lead follow-up procedures. Lead assessment templates enable consistent and predictable assessment for all leads for your business unit.

Associate Task Templates to Assessment Templates

An additional component to the assessment is the ability to recommend additional tasks based on the assessment results. If task templates are associated with the assessment, a list of recommended task templates is presented to you based on the assessment's overall score. If applied, the tasks are added to the lead to support collaborative lead follow-up activities.

Assess Leads

Lead assessment is typically done as part of a lead follow-up activity where the lead continues to be progressed after the lead is qualified. The Lead Assessment Enabled profile option must be set by your administrator to display the Assessments tab in the Edit Lead user interface. If enabled, you can view the sets of predefined questions and answers collected to assist in evaluating the lead and perform the these actions from the lead's Assessment tab:

  • Perform New Assessments

  • Edit Assessments

  • Remove Incomplete Assessments

  • Reassess

  • View Historical Performance

Enable Multiple Assessments Per Lead Qualification Template

Often sales representatives want to requalify sales lead information and perform several qualifications for leads using the same qualification template. To enable sales representatives to perform multiple assessments per qualification template, you set the profile option Enable Multiple Assessments Per Qualification Template to Yes.

Set the Profile Option

Multiple assessments per qualification template isn't enabled by default. To enable the functionality, set the profile Enable Multiple Assessments Per Qualification Template (MOW_MULTIPLE_QUALIFICATIONS_ENABLED) to Yes at site level. Follow these steps.

  1. In the Setup and Maintenance work area, go to:

    • Offering: Sales

    • Functional Area: Sales Foundation

    • Task: Manage Administrator Profile Values

  2. In the search region of the Manage Administrator Profile Values page, enter the profile option display name Enable Multiple Assessments Per Qualification Template in the Profile Display Name field.

  3. In the search results list, click the profile option name.

  4. In the Profile Values section, select Yes from the Profile Value list.

  5. Click Save and Close.

Lead Score and Lead Rank Rule Setup

Sales representatives need to score and rank leads so that the lead score determines the rank assigned to the lead. You set up ranking rules based on the score.

Define Scoring and Ranking Rules

Define the scoring and ranking rules that you want sales representatives to use in the lead management application. For example, you want to define the score ranges and corresponding rank and color values as shown in the table:

Score Rank Name Color

1-30

Cold

Blue

31-60

Warm

Yellow

61-100

Hot

Red

This example shows that when the sales representative enters a score value of 50 when creating or editing a lead, the rank automatically populates with the value of Warm, and the corresponding yellow color is displayed in the UI. The same color for the score is used when the lead is viewed in a list.

Setting Up the Scoring and Ranking Rules

This table lists the default values for score and rank that's provided for you.

Minimum Score Maximum Score Rank Name Color

1

30

Cold

Green

31

60

Warm

Yellow

61

100

Hot

Red

The minimum score and maximum score are numeric text fields and they're required fields. The rank name is determined from the list of values that can be modified from the Rank lookup type MKL_LEAD_RANK_SETID. You can choose a color from your standard UI color widget.