---
schema_version: "1"
id: 1434ff0c88eee4640d762cdead54ebfb79a71fe543be832b2cd2bcde3a329275
title: Quality Management
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_quality_mgmt.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_quality_mgmt.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 39875219e5cffb4a9692877ca0efa17c0df563bec8092f63d0d8845ed44265b7
description: Improve the quality of customer interactions by evaluating reps against objective criteria and generating performance insights.
products:
  - Cross Cloud
release: "264"
---
# Quality Management

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

- **[Evaluate Every Interaction](https://help.salesforce.com/s/articleView?id=release-notes.rn_afcc_sv_evaluate_every_interaction.htm&release=264.0.0&type=5)**  
    Automatically evaluate every customer service interaction across voice calls, messaging conversations, and email-to-case exchanges using AI. Match the appropriate evaluation form based on interaction attributes. Achieve full evaluation coverage of customer interactions, identify coaching opportunities for service reps across all channels, and track service quality trends without increasing QA team workload.