Salesloft

Manage Conversations Scorecards

The article explains how to create, manage, and access Conversations Scorecards in Salesloft—evaluation tools consisting of customizable questionnaires used to score and provide feedback on team conversations to identify improvement opportunities, including details on default out-of-the-box scorecards, creating multiple scorecard types, managing scorecard access, and viewing team scorecards.

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Manage Conversations Scorecards

  • Jun 17, 2024
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Conversations Scorecards are evaluation questionnaires that allow you to provide feedback or, ‘score’, your team’s conversations.

Scorecards structure the way you evaluate your team’s performance and provide feedback.

Evaluating conversations and provisioning feedback allows you to identify opportunities for improvement. However, it is important to understand Scorecards access so that you can provide the best coaching experience for your team.

By default, Salesloft offers two out-of-the-box scorecards that you can use, labeled (OOTB) on the Scorecards List. You can also create and manage the Scorecards Settings page.  The different scorecards you create are called Scorecard Types. You can create as many Scorecard Types as you would like.

In this article, you will learn how to create and manage Conversations Scorecards, including:

For a tutorial on how to use Scorecards to evaluate a conversation, check out our Score a Conversation article.

Manage Scorecards Access

As an admin, you can create scorecards and grant access to evaluate the conversations. To determine whether a Conversations user has access to create scorecards, use them to evaluate a conversation, and/or view scores, consider the following:

  • Which users on your team should have access to create and edit scorecards?

  • Which users on your team do you want to evaluate conversations?

  • Which users on your team should have access to view the scores a conversation has received?

  • What role does AI play in your organization?

  • Conversations Generative AI setting: Gives your team access to Conversations Generative AI features, including: Conversations Summary, Action Items, Key Moments, and Scorecards AI-Assisted Questions. The Conversations Generative AI setting is enabled by default* for all Conversations users. The Manage Scorecards permission and the Score Conversations permission are enabled for admins only by default.

    • Things to Note: The Conversations Generative AI Setting is overruled by the Generative Artificial Intelligence setting . This means that the Generative Artificial Intelligence setting must be enabled before you can enable Conversations Generative AI. The Generative Artificial Intelligence setting is enabled by default, but can be disabled at any time by an admin.

Who Can Create Scorecards?

Scorecards are created and managed from the Scorecards team settings page. By default, admins can access this page to create and manage scorecards.

As an admin, you can enable the Manage Scorecards permission to give users access to the settings page where they can create and manage Scorecards.

Who Can ‘Score’ a Conversation?

In order to score a conversation, users must have the Score Conversations permission enabled. WIth this permission, Conversations users can score any conversation they have access to. This means that if a user can open the Conversation Details Page to view a conversation, they can also evaluate it using a scorecard.

As an admin, you can enable the Manage Scorecards permission and the Score Conversations permission to give users access to create, manage, view, and use Scorecards.

You can also enable the View All Recordings permission which gives users access to view all recordings in Salesloft with no access restrictions.

Who Can View a Conversation’s Score?

Any user on your team who has access to Salesloft Conversations will be able to view a conversation’s scores.

When completing a scorecard, you can mark the score private. Marking a score private hides the scorecard so that only the scorer and the participant being scored can view the scorecard. Private scorecards are also hidden on the Conversation Details Page.

Screenshot 2024-05-15 at 12.58.47 PM.png

View Your Team’s Scorecards

The Scorecards settings page is where you can create new scorecards and manage existing ones. To access the Scorecards settings page, navigate to you settings, then select Scorecards under the Communication category.

Let’s walk through each item on the Scorecard settings page.

Screenshot 2024-05-14 at 4.11.27 PM.png

The Scorecards settings page includes the following:

  1. 1.

    The Scorecards List Filters: Refine the list of scorecards

  2. 2.

    Showing: Displays the number of Scorecards Types the list is displaying per page

  3. 3.

    Search: Allows you to find specific Scorecards by title

  4. 4.

    The Scorecards List: Displays all of your team’s scorecard types. Scorecard Types are the different scorecards you and your team created. Each Scorecard Types is listed with the following information:

  5. 5.

    Title: Title of the Scorecard

  6. 6.

    Created At: Date and time the Scorecards was created as well as who created the Scorecard

  7. 7.

    Last Updated: Date the Scorecard was last updated and who performed the update

  8. 8.

    Search: Allows you to find a specific Scorecard

  9. 9.

    Scorecards Menu Options: Click the ellipses to perform the following actions:

    1. 1.

      Edit: Make changes or updates to the Scorecard

    2. 2.

      Copy: Make a copy of the Scorecard

    3. 3.

      Delete: Delete the Scorecard

  10. 10.

    Create a New Scorecard Button: Directs you to the Scorecard builder page where you can create a new Scorecard

Create a Scorecard with Custom Questions

If you’ve been a manager for a while or recently learned about great meeting scoring questions at a conference or something, you can create new Scorecards using questions you’ve crafted yourself.

To create a scorecard with custom questions, follow these steps:

  1. 1.

    Navigate to your settings.

  2. 2.

    Select Scorecards from the Communication category.

  3. 3.

    Click +New Scorecard. The Scorecard builder page will open.

  4. 4.

    From the Scorecard builder page, add a title for your new scorecard (ex: Demo Review).

  5. 5.

    Click +Add question, then choose from the following

    • Create a custom question: When you select Create a Custom Question, the Add Custom Question window will appear..

    • Add AI-Assisted questions.

  6. 6.

    Type  a question into the Question field (maximum of 300 characters).

  7. 7.

    Select a scoring type. The scoring type is the method by which you will answer the question. You can choose between two scoring types:

    • 1 to 5

    • Yes/No

  8. 8.

    (optional) Mark question as required.

  9. 9.

    Click Add question.

  10. 10.

    Repeat steps 5-9 to continue adding questions to the scorecard.

    • Things to Note: You can add up to 20 questions to your scorecard.
  11. 11.

    Your questions will appear listed in the builder. Click and hold the questions to rearrange the order.

  12. 12.

    (optional) Edit the Overall Score question. The Overall Score question is on every scorecard by default. You can edit the wording to best suit your needs. The Overall Score question will always be the last question.

  13. 13.

    Scorecards are disabled by default and must be manually enabled to use them. You can click the Enable scorecard after saving toggle to ensure the scorecard is enabled when you click save.

  14. 14.

    Hit Save.

Once you save your scorecard, it will appear on the Scorecards list.

Create a Scorecard with Custom Questions.gif

Create a Scorecard with AI-Assisted Questions

When it comes to creating a new scorecard and establishing evaluation questions, you may be unsure of where exactly to start. Fortunately, there is an AI-Assisted Questions option that generates Cold/Call Outbound-related questions and Discovery-related questions.

Things to Note:

  • AI output should be independently verified to confirm accuracy, as output may be false, incomplete, misleading or not reflective of recent events or information.
  • All AI-Assisted questions are in a Yes / No format.
  • AI-Assisted questions can not be edited.

To create a scorecard with AI-assisted questions, follow these steps:

  1. 1.

    Navigate to the team settings.

  2. 2.

    Select Scorecards from the Communication category.

  3. 3.

    Click +New Scorecard. The Scorecard builder page will open.

  4. 4.

    From the Scorecard builder page, add a title for your new scorecard.

  5. 5.

    Click +Add question, then select AI-Assisted question. The Add AI Assisted Question window will appear.

  6. 6.

    From this window, check the box beside the question(s) you would like to add to your scorecard. You can add multiple questions at the same time.

  7. 7.

    Click Add question(s).

    • Things to Note: You can add up to 20 questions to your scorecard.
  8. 8.

    Your questions will appear listed in the builder. Click and hold the questions to rearrange the order.

  9. 9.

    (optional) Edit the Overall Score question. The Overall Score question is on every scorecard by default. You can edit the wording to better suit your needs. The Overall Score question will always be the last question.

  10. 10.

    Scorecards are disabled by default and must be manually enabled to use them. You can click the Enable scorecard after saving toggle to ensure the scorecard is enabled when you click save.

  11. 11.

    Hit Save.

Create a Scorecard with AI Questions.gif

Edit Scorecards

Conversations Scorecards work best when the evaluation process is tailored to your team’s needs, which may evolve as your team and organization grows.

To ensure your conversation evaluation process meets your team’s evolving needs, you can edit your scorecards by updating the evaluation questions, rearranging the question order, and more.

To edit your scorecards, follow these steps:

  1. 1.

    Navigate to your settings.

  2. 2.

    Select Scorecards from the Communication category.

  3. 3.

    From the Scorecards settings, click the title of a scorecard. This will open the Edit Scorecard page.

  4. 4.

    From the Edit Scorecard page, you can do the following:

  5. 5.

    Update the scorecard title: Click the Title field to update the scorecard’s title

  6. 6.

    Add a new question to the scorecard: Click +Add Question to add additional questions

  7. 7.

    Rearrange question order: Select and hold an existing question to rearrange its order

  8. 8.

    Edit existing questions: Click the ellipses to:

    1. 1.

      Move the question and rearrange its order

    2. 2.

      Edit the question

    3. 3.

      Make a copy of the question

    4. 4.

      Delete the question

Once you’ve edited your scorecard, hit Save.

Edit Scorecard.gif

Article Details

Last Modified By

Raequel Sank, 6/17/2024 3:46 PM

Title

Manage Conversations Scorecards

URL Name

Manage-Conversations-Scorecards

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Manage Conversations Scorecards