This guide breaks down the steps each of your team admins should follow in order to properly set up the Solidroad workspace. Each step includes what to configure and why it matters. Steps 1–4 lay the foundation (workspace, users, groups, roles), and steps 5–8 build the training content (personas, scorecards, simulations, and integrations). Once you have built out the foundation and training content, you will be able to start interacting and testing!

Step 1: Workspace description and general settings

Open Settings and complete the workspace description first. This is the single most important field for AI quality.

What to do:

1. From the admin home screen, navigate to Settings located at the bottom left of the page → Select Workspace.

2. Populate the workspace description with context about what the company does, who it serves, and who will use the platform. It’s important to prioritize this first as it pays dividends on every future simulation.

3. Scroll to the preferences section underneath and configure: hide simulation library from learners (optional), hide feedback from learners (optional), restrict access for admins, and any other toggles relevant to your company’s policies.

Step 2: Invite users and assign role-based access

Add the people who need access, then assign each one the appropriate role.

What to do:

1. Navigate to Settings → Click on Users.

2. Click the green Invite button in the top right.

3. Invite each team member by email. Ensure all new members access the workspace by clicking ‘accept invitation’ embedded within the invite email. If new members try to access the workspace by visiting solidroad.com and clicking ‘sign in’ at the top right, they will be blocked. 

4. Assign one of the following role types: Admin, Trainer, Group Lead, QA, or Learner.

Role reference:

• Admin — Can view and manage all workspace features.

• Admin (read only) - Can view all workspace features, but not create or manage.

• Group Lead — Can view reporting and create assignments for their assigned groups.

• Learner — Can take assigned simulations and assignments; can view performance and certificates.

• Trainer — Can manage and create training content and reviews assignments.

• QA — Can manage quality evaluations and scorecards.

Step 3: Create user groups

Group users by how you actually run training and reporting.

What to do:

1. Navigate to Settings → Click on Groups.

2. Create groups that mirror your company’s internal naming — e.g. Tier 1 Support, Tier 2 Support, Tier 3, Escalations, by line of business, by tenure, etc.

3. Add each user to the appropriate group(s).

Step 4: Training settings: roles and teams

Tell the platform what your agents are called and how your teams are structured. This step is applicable to training teams, not QA teams!

What to do for Learner Roles:

1. Navigate to Settings → Click on Training → Select Learner Roles.

2. Create a role per job title (e.g. Customer Support Tier 1).

3. Write a description for each role — e.g. “Tier 1 support for Solidroad is responsible for replying to email only.” Treat this like a prompt.

What to do for Teams:

1. Navigate to Settings → Click on Training → Select Teams.

2. Create teams matching your company’s structure: tiers, contact centres, BPOs, partners, offshore vs. on-site, or however your company segments internally.

3. Populate the description field on each team.

Step 5: Build personas in the resource library

Personas are the AI customers your agents will speak to in simulations.

What to do:

1. Click on the Resources tab located in the menu column on the left → Select Personas from the dropdown menu.

2. For the first few personas, create them manually so you understand each field. Use AI generation later once you have the rhythm.

3. Upload an avatar image — We recommend having fun with this (Disney characters, Greek mythology, anything that makes it memorable for agents)!

4. Give the persona an AI name (creative fake names are always fun!).

5. Write a Description: who they are, what they care about, and why they choose your company.

6. Job Title and Company Name — you can leave this blank for direct-to-consumer use cases; if your use case is B2B personas, feel free to fill this in.

7. Select a voice from the voice library.

8. Fill in Context: are they patient, kind, angry, irate, difficult to please? This is what makes the persona feel real.

Step 6: Create scorecards

Scorecards define how the AI evaluates each simulation. You can create your own, migrate an existing scorecard, or leverage our AI powered assistant Roadie to generate a scorecard for you!

What to do:

1. Click on the Resources tab located in the menu column on the left → Select Scorecards from the dropdown menu → Click on New Scorecard.

2. Name it — can be product-specific, skill-specific, process-specific, or a combination of the three (e.g. “Tier 1 Email Proficiency Test”).

3. Add Sections. Each section is either a skill (e.g. communication, empathy) or a process (which can connect to your existing knowledge base).

4. Set the top score per section. Default is 10, but you can weigh more impactful sections higher than 10 or less than 10 (e.g. compliance 20, greeting 5).

5. For each section, define the Rated Opportunities (Poor / Average / Great). Use the sliding toggle to set what % of agents land in each band.

6. For each criterion, either let the AI generate the “poor / average / great” descriptors (e.g. “delivers clear, on-brand messaging; empathetic next steps; reassures the customer”), or paste in your existing rubric language. You can edit as needed!

7. Choose grading style per section: Graded (numeric) or Pass/Fail (strict yes/no).

8. Open Advanced Settings to configure automatic-failure triggers — e.g. profanity → scorecard nets to 0; agent didn’t greet → section nets to 0; sharing third-party private info → full fail.

Meet Roadie, the AI assistant!

Roadie is Solidroad's AI assistant (our roadrunner mascot)!

What Roadie can help with:

• Building scorecards from a description or a pasted rubric.

• Setting up workspace fields and roles.

• Answering platform questions without leaving the page.

How to use it

Click the Roadie icon (bottom right of most views) and describe what you’re trying to do. Treat it as a shortcut for the steps in this guide — especially scorecard creation.

Migrating existing scorecards:

If your company already has a scorecard to leverage, there’s no need to rebuild within Solidroad, you can import the scorecard and auto-generate!

What to do:

1. Gather the existing rubrics (Excel, Word, internal QA tool — whatever you have).

2. Paste rubric language directly into the scorecard criteria — or hand the doc to Roadie and it will create a scorecard based on the rubric you provide.

Step 7: Create folders and create simulations

Once personas and scorecards exist, simulations come together quickly!

How to set up folders:

1. Click on the Resources tab located in the menu column on the left → Select Simulations → Click on the folder icon next to 'New Simulation'.

2. Create and name the folder that matches how your team will leverage the trainings.

• Examples: Onboarding Week 1, Ramp, New Product, New Feature, Empathy Practice, Escalations.

How to create a simulation:

1. Click on the Resources tab located in the menu column on the left → Select Simulations → Click New Simulation.

2. Title — optional; one will auto-generate from the scenario if you skip it.

3. Channel — email, phone, chat, or video.

4. Scorecard — select the universal scorecard or a specific one.

5. Difficulty — easy, medium, or hard.

6. Language — pick from the language library.

7. Learner Role — from the roles you created in Step 4.

8. Learner Team — from the teams you created in Step 4.

9. AI Customer — pick a persona from Step 5: 'Creating a Persona'.

10. Prompt the AI with the scenario — voice-to-text or typed (e.g. “customer having issue with their account in the app”) and click Generate AI Scenario. We recommend voice if you talk faster than you type!

11. Optionally show or hide the scenario instructions to the learner. If you show the scenario instructions, they will be visible to the learner during the simulation.

12. Optionally toggle Learner Speaks First if you want the learner to open the call.

13. Save the simulation into the folder you created!

Step 8: Software integrations

If your company leverages a 3rd party provider, i.e. Intercom or Zendesk, you are able to integrate the provider into Solidroad!

What to do:

1. Click on Integrations located above Settings.

2. Click on your integration, fill in your company's integration details, and select Install Integration.

3. A prompt will appear requesting access to your provider data, and you may be redirected to the provider website in order to approve the integration.

4. After authorization, you will return to Solidroad. The integration will now appear as active, which confirms that the integration is live!