How to Use a Process

Last updated: September 7, 2026

Processes in Solidroad are documents or external resources you can link to scorecards to provide additional context during auto-scoring. Once you create it, follow the steps below to apply them to scorecards.

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.

Note: Switching a section to Process replaces the manual skill setup — the section will instead pull its scoring logic from a process you've already created.

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.

Tip: The generated criteria draw directly from the process's defined steps, the more specific your process description, the more accurate the generated scoring guide will be.

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").

Note: These settings are optional. Use them to make sure severe misses (like a compliance breach) can't be masked by strong performance elsewhere on the scorecard.

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.

Note: You can add additional sections to the same scorecard by clicking + Add section at the bottom of the page, mixing Skill and Process sections as needed.

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 training simulations.

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