Process Writing 101 / Cheatsheet

Last updated: July 6, 2026

Quick tips for writing Processes that get matched to the right conversations and scored fairly.

When you create a Process, you write two things: a name and a description. Solidroad uses these to (1) work out which conversations the Process applies to, and (2) grade how well the rep followed it. These tips help you get both right.

1) Write for the customer, not your internal team

Describe the situation the way a customer would talk about it, not how your team refers to it internally.

  • 🚫 "Trigger RC-14 workflow for chargeback disputes"

  • ✅ "Customer wants a refund or is disputing a charge"

2) Say what it covers, right at the top

Start your description with a plain "This process covers…" sentence. It helps make sure the Process only gets used where it should.

3) Add the channel to the name, if it matters

If a Process only applies to one channel, say so: "Phone — Refund Request" or "Email — Cancellation." If it applies everywhere, leave the channel out of the name.

4) Give every Process a distinct name and description

If two Processes cover similar ground, make sure they're clearly different from each other, otherwise it's hard to tell them apart.

5) Write the steps as a numbered checklist

List the actual steps, one action per line. This is what the rep is graded against, so keep it concrete.

  • 🚫 "Handle the refund appropriately"

  • ✅ "1. Confirm the order number. 2. Check the refund window. 3. Process the refund."

6) Only include steps a rep can be seen doing

If a step only happens in a CRM, or in the rep's head, it can't be scored, write only what actually gets said or done in the conversation.

7) Use "If X, then Y" for anything conditional

"If the order is within 30 days, then process the refund." This keeps reps from being marked down for skipping a step that didn't apply.

8) Keep each Process to one topic

If you're covering more than one distinct situation, split it into separate Processes rather than combining them.

9) Let Solidroad handle the matching

Solidroad automatically works out which conversations a Process applies to, based on your name and description. If a Process is matching the wrong conversations, update the name or description rather than trying to fix the matching directly.

Example

Name: Phone — Refund Request

Description:
This process covers phone calls where the customer wants a refund or disputes a charge.

  1. Rep verifies the customer's identity.

  2. Rep confirms the order or charge in question.

  3. Rep checks whether the order is within the 30-day refund window.

  4. If it is, rep processes the refund and shares the expected timeline.

  5. If it isn't, rep explains why and offers store credit instead.

  6. Rep confirms next steps with the customer.

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