/
Creating work aids on CXOne

Creating work aids on CXOne

Owned by Jennifer Salazar (Unlicensed)
Feb 13, 2024
4 min read

Handled By: Process Coordinators on QA Team

Background: How to guide to create work aids and survey forms/quizzes to share new/updated SOPs, emails, FAQs, etc. to support agents for review and acknowledgment.

How to access Performance Management

Step

Action

Step

Action

1

Log into CXOne

image-20240117-210613.png

2

Click on Applications at the top left corner

image-20240117-210745.png

 

3

Scroll down and select Performance Management

 

How to create a survey form/quiz

Note: Previously created survey forms could be reused to attach to work aid. The following survey forms are available:

  • FAQs Acknowledgement Confirmation

    • Question: Do you acknowledge you have reviewed the FAQs? Answers: Yes or No

  • Installer Email Acknowledgement

    • Question: Do you acknowledge you have reviewed the installer email? Answers: Yes or No

  • SOP Acknowledgement

    • Question: Do you acknowledge you have reviewed the SOP? Answers: Yes or No

Step

Action

Step

Action

1

Click on Quality and select Survey Forms on the left pane menu

2

Click on the Add Forms button

 

3

Fill out Create Form with at least the Name field filled out and click on Create

 

4

  • Click on Add SubForm

  • Fill out at the minimum the following fields:

    • Name

    • Select Used & Global

  • Click on Create

 

5

  • Click on Add Question

  • Fill out at the minimum the following fields:

    • Name with the question

    • Set Weight to 100 and Position to 1

    • Select the Type of answers selection

  • Click on Create

 

6

To add additional questions, repeat the above steps. If not, proceed to the table: How to create work aid

How to create work aid

Step

Action

Step

Action

1

Click on Sharing and Subscriptions and select Work Aids on the left pane menu

2

Click on the New Work Aid button

3

Fill out New Work Aid by the following sections:

  1.  

    1. Assignment could be applied at a Company, Team, and/or Agent level; click on plus symbol after selection

b. Check box to select all and click on Save

c. Click on Assign once completed

  1. Enter Name of Work Aid

3. Enter text in Message’s Body text area

  1. Attach Attachments such as PDF, picture, link (such as Confluence), and/or video

  1. Attach a Survey/Quiz and preview

    1. Note: Use table How to create a survey form/quiz if the pre-saved Survey/Quiz is not adequate

  1. Create or add to existing Folder

  1. Set importance

  1. Work Aid Expiration Date (Optional)

  1. Tags (Optional)

4

Once completed, click on Share

Read Receipt - My Agent Dashboard on CXOne

Step

Action

Step

Action

1

Click on Sharing and Subscriptions and select Work Aids on the left pane menu

2

Select Read by xx of xx

 

3

Review list and if applicable, select Resend Notifications to send agents alert regarding outstanding work aid