---
schema_version: "1"
id: 16a6a52e98492fe3792df9b5e9fa1b2d998022f8cf4c203b6c464b29b2c470eb
title: Expand Evaluation Coverage Types with Case
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_case.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_quality_mgmt_case.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: fca7efae56e9ff90a58801b688b43cf41a994bccc2311b88a2e31a3ae01e229c
description: 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.
products:
  - Cross Cloud
release: "262"
---
# Expand Evaluation Coverage Types with Case

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.

**Where:** This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions.

**Who:** To manage and assess quality, you need Agentforce Contact Center Quality Manager or Agentforce Contact Center Quality Analyst permission sets. To view quality scores, you need the Agentforce Contact Center Quality Viewer permission set.

#### See Also

- [_Salesforce Help:_ Quality Management](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_quality_management.htm&language=en_US)