Learn how to create and use Processes in Solidroad- external documents or internal guides that provide rich context for auto-scoring.

Processes in Solidroad are documents or external resources you can link to scorecards to provide additional context during auto-scoring. They’re ideal when the context required is too large for the standard scorecard input field - for example, a PDF, SOP, or even a help center article.

This guide walks you through how to create a Process and apply it within a scorecard.

What Is a Process?

A Process is a reference document that can be:

• A public help center article

• An uploaded file (e.g. PDF, DOCX, PPT)

• A custom document you create directly in Solidroad

Steps to Create a Process

Step 1: Open the Processes tab

What to do

1. In the left sidebar, under Resources, click Processes.

2. You'll see a list of existing processes with their Status (Live/Draft), Process clarity, and Process overlap scores.

3. Click Create in the top-right corner.

Step 2: Choose how to create the process

A modal will open with several options:

• Create a process manually – build it from scratch

• Upload a document – use an internal document to generate a process

• Import from one of your integrations – pull from a help center article

• Upload multiple documents – bulk-create processes from several files

• Import multiple from your integrations – bulk-create from multiple help center articles

What to do

1. Select Create a process manually.

2. Click Next.

Step 3: Name the process and add a description

What to do

1. Click into the Process name field. Solidroad will suggest names based on similar existing processes - you can pick one or type your own (e.g., "Escalation Handling SOP").

2. Click into the Process description field and write out the steps agents should follow. Use a numbered list with bolded step names, for example:

   1. Acknowledge the issue – Rep must acknowledge the customer's frustration within the first 2 exchanges.

   2. Confirm the problem – Rep restates the issue in their own words.

   3. Set expectations – Rep gives a concrete resolution timeframe.

3. Click Create Process.

Step 4: Review process clarity and set activation rules

Once created, the process opens to its detail page with three sections in the left panel: Process, Process clarity, and Activation.

What to do

1. Under Process clarity, review the AI-generated score (e.g., 82%) and the notes on what would make the process clearer or more actionable for scoring.

2. Under Activation, click into the When to activate field and describe when this process should apply — for example: "Activate only when an escalation is required."

3. Click Regenerate if you want the AI to expand this into more specific trigger phrases and conditions (e.g., specific customer phrases like "please escalate this" or "this is urgent").

4. Click Save.

Step 5: Set the process live

New processes are created in Draft status and won't be used in scoring until published.

What to do

1. Once you're happy with the description, clarity score, and activation rules, click Set live in the top-right corner.

2. The process status will update from Draft to Live, and it will now be automatically matched against conversations during evaluation.

How to Attach a Process in a Scorecard

Instead of writing a separate scorecard section from scratch, you can attach an existing Process directly to a scorecard section. When you do this, the AI grades conversations against that process's defined steps - and can auto-generate scoring criteria for you.

Step 1: Open the scorecard

What to do

1. In the left sidebar, under Resources, click Scorecards.

2. Click Create in the top-right corner, or open an existing draft scorecard.

3. Give the scorecard a name by clicking into the title field at the top (e.g., "Escalation Process").

Step 2: Set the section type to Process

What to do

1. In your section, click the section-type dropdown (defaults to Skill).

2. Select Process from the dropdown.

3. The section header updates to Select a process.

Step 3: Select the process

What to do

1. Click the Select a process dropdown.

2. Choose Auto detect process to let the AI match the right process to each conversation automatically, or select a specific process from the list (e.g., "Escalation Handling SOP").

3. If the process you need doesn't exist yet, click + Create a process at the bottom of the list.

4. Once selected, the section name updates automatically to match the process name.

Step 4: Set the scoring scale

What to do

1. Confirm the Top score (defaults to 10).

2. Choose Graded (score between 0 and top score) or Pass/fail (score is either top score or 0).

3. Review the Poor / Average / Strong point bands (e.g., 0–3 / 4–6 / 7–10).

Step 5: Generate scoring criteria with AI

What to do

1. Under Generate criteria, you can optionally type a prompt to guide the AI, or leave it blank.

2. Click Generate with AI.

3. The AI will populate the Poor performance, Average performance, and Strong performance fields automatically, based on the selected process's steps.

4. Review and edit the generated descriptions as needed.

Step 6: Configure advanced settings (optional)

What to do

1. Click Advanced settings to expand it.

2. Under Conversation parts to score, choose whether to score the Transcript, Notes, or both.

3. Toggle on any of the following, and describe the trigger condition for each:

   • Exclusion criteria – if met, this section is ignored and does not affect the score (e.g., "If no escalation is required").

   • Section fail – if met, this section's score becomes 0, other sections are unaffected (e.g., "If escalation path was not made clear or incorrect").

   • Scorecard fail – if met, the entire scorecard is invalidated and scores 0 (e.g., "If the agent used offensive language").

Step 7: Save or publish the scorecard

What to do

1. Click Save draft to save your progress without activating the scorecard, or

2. Click Publish to make the scorecard live and available for evaluations.

Example Use Cases

• Link to a compliance policy PDF and score how well agents follow it.

• Add a help center article and check whether reps gave accurate, aligned responses.

• Create a custom script or process flow inside Solidroad and use it to evaluate coaching scenarios.

Tips for best results

• Name processes clearly by channel if they're channel-specific. Include keywords like "Chat", "Phone", "Email", or "Call" in the process name or activation criteria. For example, use "Chat — Refund Resolution" rather than just "Refund Resolution" if the process only applies to chat.

• Use general names for cross-channel processes. If a process applies to all channels (phone, chat, and email), keep the name channel-neutral — e.g., "Cancellation Handling" — so it matches regardless of channel.

• Review excluded conversations. If you see conversations excluded with "no process match", check whether you need a process for that topic/channel combination, or whether the existing process name needs updating to better reflect what it covers.

That’s It!

Once your Process is attached and the prompt is added, Solidroad will use the linked material as part of its auto-scoring logic—helping you run deeper, more contextual evaluations.

If you need help choosing the best format for a Process or writing effective prompts, reach out to our support team at support@solidroad.com or use the Get Help tab in the platform.