---
schema_version: "1"
id: e284581937693829b50f7899cc78b63d803ccc2b0976df296519a765311d8b73
title: Quality Management
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/workforce_engagement_quality_management.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.workforce_engagement_quality_management.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 5387fc5b8cec16fcd3445897fac5302878eba416f25a654fa86ed5e2d6cde887
description: Use evaluation forms to standardize assessments of interactions with customers, reduce scoring bias, and increase evaluation coverage for service reps across voice, messaging, and case. To evaluate an interaction, a quality analyst performs an evaluation based on criteria defined in a form. To identify coaching opportunities, each supervisor can review their team member’s scores. To see how they're performing, each rep can review their own scores.
products:
  - Service Cloud
  - Digital Engagement
release: "264"
---
# Quality Management

Use evaluation forms to standardize assessments of interactions with customers, reduce scoring bias, and increase evaluation coverage for service reps across voice, messaging, and case. To evaluate an interaction, a quality analyst performs an evaluation based on criteria defined in a form. To identify coaching opportunities, each supervisor can review their team member’s scores. To see how they're performing, each rep can review their own scores.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.workforce_engagement_editions.htm&amp;release=264.0.0&amp;type=5" title="Learn about the Salesforce user interfaces, editions, and add-ons that support Workforce Management and Quality Management">Supported Editions for Workforce Engagement Management</a>.</td></tr></tbody></table>

- **[Quality Management User Personas](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_quality_management_user_personas.htm&release=264.0.0&type=5)**  
    Assign the Quality Manager, Quality Analyst, Quality Viewer permission sets to users of Agent Quality Management features.
- **[Quality Management Limitations](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_quality_management_limitations.htm&release=264.0.0&type=5)**  
    Limitations for Quality Management forms and assessments.
- **[Configure Quality Management for Service Interactions](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_configure_quality_management_for_service_interactions.htm&release=264.0.0&type=5)**  
    Use AI-driven and manual evaluation forms to standardize interaction assessments, reduce scoring bias, and increase evaluation coverage for service reps across voice, messaging and case.
- **[Configure Automated Quality Management](https://help.salesforce.com/s/articleView?id=service.afcc_sv_configure_automated_quality_management.htm&release=264.0.0&type=5)**  
    Automate interaction evaluations to continuously monitor quality, compliance, and agent performance across voice calls, messaging sessions, and email-to-case channels. Setting up mapping criteria and default evaluation forms enables AI to evaluate conversations automatically upon completion or transfer, generating quality scorecards and confidence metrics without requiring manual supervisor intervention.
- **[Create Evaluation Questions and Forms](https://help.salesforce.com/s/articleView?id=service.workorce_engagement_generate_questions_and_forms.htm&release=264.0.0&type=5)**  
    Design quality assessment criteria and create evaluation forms tailored to different evaluation needs.
- **[Evaluate Rep Performance](https://help.salesforce.com/s/articleView?id=service.workforce_engagement_qm_evaluate_rep_performance.htm&release=264.0.0&type=5)**  
    Evaluate customer interactions, review assessment results, and monitor rep performance using quality management reports and dashboards.
- **[View Scorecards & AI Confidence Scores](https://help.salesforce.com/s/articleView?id=service.afcc_sv_view_scorecards_and_ai_confidence_scores.htm&release=264.0.0&type=5)**  
    When the interaction completes, automated scorecards appear in the Quality Management component on the record page: