---
sourceDocument: Australia Field Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/field-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Field Service Management

ft:clusterId :

    - fsm

bundleId :

    - fsm

workflow :

    - Customer and Industry


---

# Assess quality

# Assess the quality of completed tasks {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 Minuten Lesedauer

Assess the ability of your agents to resolve tasks or the quality of their completed
tasks.

## Vorbereitungen

Role required: sn_coaching.coach

## Warum und wann dieser Vorgang ausgeführt wird

You can create an assessment from an interaction or any task type.

When you manually create an assessment, you can add a survey to it. Coaching
assessments also get created and assigned to the coach based on the trigger
conditions that are defined in coaching opportunities.

If the coaching opportunity includes a survey, you can opt to take the survey and the
assessment. When you use a survey to assess a trainee, the score for the survey is
automatically calculated when you complete the survey. The assessment rating is then
updated based on that score. For more information, see Assess a trainee.  
The Coaching Overview screen displays the average quality of the tasks that were completed in the past 30 days for your assignment groups.

* The donut chart displays the number of assessments in various states of completion. You can point to one of the states and click to open all assessments in that state.
* The bar chart displays assessments created by coaching opportunities. You can click on any of the data in the graph to access the assessments.
* You can click on the graph that displays the indicator data and access detailed information on the indicator.
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## Prozedur

1. Navigate to WorkspacesManager Workspace.
2. Click the Coaching (![Coaching icon.]()) icon.
3. Perform assessments.

   | To | Do this |
   | Perform adhoc assessments | 1. Click the Lists icon (![Lists icon.]()). 2. Select any record, such as a work order task, for which you want to create an assessment. 3. Select the Assessments icon (![Coaching Assessment icon.]()). The assessment screen appears in the right panel. 4. Click the plus (+) icon. {#asses-completed-task-quality-wfo-fsm__ol_l5z_rpq_pnb} |
   | Use assessments triggered by coaching opportunities | 1. Click the Coaching icon (![Coaching icon.]()). 2. Select any record for which you want to create an assessment. Hinweis: Click the Active Assessments tab to view assessments of all teams for which you are a manager or an additional manager. 3. Select a task to assess. {#asses-completed-task-quality-wfo-fsm__ol_n5z_rpq_pnb} |
   |-|-|

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4. On the form, fill in the fields to assess the agent.  
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   | Field | Description |
   |-|-|
   | Opportunity | Coaching opportunity associated with the coaching assessment. |
   | State | State of the assessment. * Open: New coaching opportunity * Work in progress: Trainee is being coached * Resolved: Trainee is assigned coaching programs and training modules. * Closed Complete: Assessment has been resolved and closed. * Closed Incomplete: Assessment that has been closed but not completed, typically because the coaching assessment due date has expired. {#asses-completed-task-quality-wfo-fsm__ul_lkq_251_mlb} |
   | Assessment Rating | How well the agent resolved the incident. The Coaching application automatically populates this field when a coach completes a survey for the trainee. |
   | Follow up | Whether the coach must take further action to improve the trainee performance. |
   | Comments | Optional notes to add about the assessment. |
   | Survey taken by coach | Survey for the trainee taken by the coach. You can add a survey for an assessment when you create the assessment manually or when the coaching opportunity triggers an assessment that does not have a survey. When a coaching opportunity triggers an assessment and contains a survey, the survey is automatically added to the assessment and cannot be changed by the coach. |
   | Survey taken by trainee | Survey for the coach taken by the trainee. |
   | Add skills | Skills to add to the trainee profile when the assessment is complete. Selecting this field displays all the skills and the skill levels that are not in the trainee's profile. |
   | Add training | Training to assign to the trainee. You can also assign learning tasks from course items. |
   [Tabelle : 1. Assessment form]

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5. Save the assessment.  
   * To complete the ad hoc assessment, click Save.
   * To complete assessments creating using coaching opportunities, click Complete assessment.
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