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.

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

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

1. Select Create a process manually.

2. Click Next.

Step 3: Name the process and add a description

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.

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.

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.

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.

Related articles

• How to use a process

• Process best practices

• How to create a scorecard

If you have any further questions, contact the Solidroad team via the Help tab in the platform.