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
These documents are linked to scorecard sections and used during AI evaluation to guide scoring with deeper context.
Step 1: Create a Process
Go to the Settings tab in your Solidroad admin dashboard.
Click on Processes.
Select Create.
You’ll be presented with three options:
Option 1: Link a Help Center Article
Connect to an external help center via one of your integrations (set up under the Integrations tab). Select the relevant article you want to use as a Process.
Option 2: Upload a Document
Upload a file such as a PDF, Word document, or PowerPoint. Solidroad will use the content of the file to provide additional scoring context.
Option 3: Create a Process Manually
Use the built-in rich text editor to write, paste, or format a document directly inside Solidroad. This is a good option for internal documentation or simple guides.
Once you’ve added your Process, it will be saved in your Processes list and ready to be attached to a scorecard.
Step 2: Attach the Process to a Scorecard
Go to the Library tab and click Scorecards.
Click Create or open an existing scorecard to edit.
When adding a new section, look for the dropdown that lets you choose between Skill and Process.
Select Process.
You’ll now be able to choose the Process you created in Step 1 from the list.
Step 3: Add Scoring Prompts
After selecting a Process for your scorecard section:
You’ll be asked to write a brief prompt that tells Solidroad how to score the conversation or simulation based on the selected document.
Use this space to highlight what the AI should look for (e.g. adherence to a specific workflow, tone expectations, escalation steps).
This prompt will guide the AI in referencing the full document during scoring.
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.
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 [email protected] or use the Get Help tab in the platform.