The intake object contains two fields that determine Case Quality Score. These fields work together to generate a visual image depicting the quality of an intake. These fields are a powerful customization tool that you can tailor to the quality standards of your cases. Create automation that sets an intake's case quality score based on a field value, a question answer, or any other variable. Edit the Case Quality Score field to set a score manually, or create a CQC or process that automatically sets the Case Quality Score.
• Case Quality Score (litify_pm__Case_Quality_Score__c) - A number field where you can enter 0-100. Based on this number, the Case Quality field displays the visual quality of the score. Set this number with CQC rules, a process, or workflow rules.
• Case Quality (litify_pm__Case_Quality__c) - a formula field that shows an image based on the number entered in the Case Quality Score field. You cannot edit this field manually. Edit the Case Quality Score field to edit this field. Case Quality is determined by this formula:
• A number greater than 81 shows a full green score
• A number greater than 61 shows a green score
• A number greater than 41 shows a yellow score
• A number greater than 21 shows a red score
• A number greater than 0, less than 21 shows a low red score.
Update Case Quality Score manually
Update Case Quality Score manually by placing the field on your intake page layout and changing it. This is the simplest way to use this feature. In this image, the Case Quality Score is lowered from 80 to 30, and the Case Quality image changes accordingly:
Update Case Quality Score with Case Qualification Criteria
Create CQC rules that automatically set the Case Quality Score of an intake to a certain number. An important note: you cannot use CQC to update score relatively. You cannot set a rule to add ten points to the score. You can only use CQC to set the score to a specific number. For example, if a question is answered a certain way in a questionnaire, set the Case Quality Score to 80.
1. Name the CQC and set the message.
2. Set the Question or field in the CQC rule. In this example, we're changing the Case Quality Score based on a "Yes" answer to the question: "Were you found to be at fault for the accident?"
3. Set the Case Quality Score mapping to a specific value. This example sets the score to 40, indicating that this is not a high-quality case. If you want to set increase or decrease the score rather than set a specific score, create a process for this. The next section covers the process.
Update Case Quality Score with a Process
Using Process Builder, create a process to update a Case Quality Score by a certain amount of points. This gives your cases a nuanced Case Quality Score based on a number of variables. In this example, we'll add ten points to the Case Quality Score of intakes when the Source field is changed to Attorney Referral because this type of referral indicates that the intake is a better quality. Change this variable and create a process for any other indicator of a good case at your firm.
Important note: the Case Quality Score field must have an initial value for this process to work. This process will not work if the field is empty, so set the Case Quality Score to auto-populate upon creating intakes or make sure agents are filling out the field.
1. Visit Process Builder in Setup.
2. Set the process on the intake object to run when a record is created or edited.
3. Complete the Define Criteria for this Action Group window.
a. Name the criteria.
b. Set the Criteria for Executing Actions to Conditions are met
c. Set Conditions with two rows:
1. Field: Intake Source, Operator: Is null, Type: Boolean, Value: False. See the below image for selecting the field.
2. Field: Source Name, Operator: Equals, Type: String, Value: Attorney Referral. See the below image for selecting the field.
d. Your Conditions should match this image:
4. Set the Conditions to All of the conditions are met (AND).
5. Click the Advanced down arrow and check the box.
6. Click Add Action.
a. Action Type: Update Records
b. Action Name: Change CQS
7. In Record Type, select this option:
8. Select the Case Quality Score Field and Formula Type.
9. In the Value field, insert the Case Quality Score field, then set it to add a certain quantity of points. In this example, the formula adds ten points to the Case Quality Score field. Any intake with an Attorney Referral as its source will now receive a boost in case quality. Alternatively, you can set this to reduce the Case Quality Score based on any variable you set.
Formula: [litify_pm__Intake__c].litify_pm__Case_Quality_Score__c + 10
10. Click Use this Formula.
11. Save your process then Activate it.
After setting the score of an intake, you can create additional automation based on the score of an intake. For example, any intake with a score above 90 automatically sends out a retainer agreement to the client. Case Quality Score has the potential to be a powerful tool when you configure it to fit your case processes.