---
schema_version: "1"
id: 81c2765aba2135880b23b5f1883d1e656ba0df8b19421c119a57125918b57f17
title: Quality Management
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_quality_mgmt.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_quality_mgmt.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 95909b6530cfa2e334b980eab0415671162d0a6a9e9e804cbec8db68053afd35
description: Improve the quality of customer interactions by evaluating reps against objective criteria and generating performance insights.
products:
  - Cross Cloud
release: "262"
---
# Quality Management

Improve the quality of customer interactions by evaluating reps against objective criteria and generating performance insights.

- **[Standardize Performance Reviews with Custom Evaluation Forms](https://help.salesforce.com/s/articleView?id=release-notes.rn_quality_mgmt_custom_evaluation_forms.htm&release=262.0.0&type=5)**  
    Build objective assessment criteria by creating structured evaluation forms tailored to specific interaction types. Design discovery framework–based forms with scored questions and required rationales for each response. Apply a unified grading standard to reduce subjectivity and ensure consistency across evaluations. Deliver clear, actionable feedback to agents to maintain peak performance standards for service reps.
- **[Expand Evaluation Coverage Types with Case](https://help.salesforce.com/s/articleView?id=release-notes.rn_quality_mgmt_case.htm&release=262.0.0&type=5)**  
    To capture a broader view of how reps are performing, expand quality assessments beyond voice calls and messaging sessions to include cases. Build evaluation forms tailored to specific interaction types using scored questions and required rationales for each response. A unified grading standard reduces subjectivity and gives reps clear, actionable feedback across all interaction types.