Use checklists to perform quality control (QC).
Note: Depending on your Admin’s configuration, object, field, and section labels, lifecycle states, and workflows may differ from the general information on this page. Refer to your organization’s business processes for guidance.
About QC Checklist Generation
After a Data Entry task is complete, a Quality Control (QC) task is assigned to the appropriate participants to ensure there are no errors on the Case. See Review Case Data Entry for more information about this task.
Once a Case enters the QC state, the system may generate a checklist based on Creation Rule Criteria. QC checklists provide guidance and specific field verifications when performing a QC task for a Case. For more information, read how the system generates QC checklists during Case processing and after Case closure. These checklists leverage Vault Checklist functionality.
The following table describes the relevant terms:
| Term | Description |
|---|---|
| In-process Checklist | Used to perform QC during Case Processing. |
| Post-closure Checklist | Used to perform QC after the Case is closed. These checklists are scheduled periodically. |
Prerequisites
To use QC checklists, your Admin must enable QC Checklist generation and configure QC Checklist Creation Rules.
How the System Generates In-Process QC Checklists
The system generates an in-process QC checklist when a Case enters the QC lifecycle state.
The system runs through the Checklist Creation Rules, using Checklist Creation Rule Criteria and Sampling, and chooses the first one the Case meets successfully. Using this rule, the system determines which checklist design to use for the Case and generates a QC checklist tailored specifically for the Case. The system also creates a Case Checklist Rule Assignment record where you can see which Checklist Creation Rule was used to generate the checklist.
A QC checklist is not generated in the following instances:
- Vault does not find a successful Checklist Creation Rule.
- The Locked By field is blank on the Case object.
Depending on your Admin’s configuration, this field name may be “Assigned To”.
After the QC checklist generation is triggered, if the system determines that the Case should bypass the QC process, the QC Auto Bypass field is set to True and a QC checklist is not generated for the Case. A Case can bypass the QC process if it is non-serious and from a trusted source.
How the System Generates Post-Closure QC Checklists
The system generates a post-closure QC checklist after a Case is closed. The system identifies closed Cases at an interval set by your Admin. For example, if they set the Post-Closure QC Interval setting to “Weekly”, the system performs a search for closed Cases once a week and generates a Case Checklist Rule Assignment for every identified Case.
Similar to in-process checklist generation, the system considers all post-closure Checklist Creation Rule Criteria and sampling rates.
Managing Post-Closure QC Checklists
Manage post-closure checklists using the Case Checklist Rule Assignment records. The system assigns in-process checklists based on your Admin’s configuration. You must assign post-closure checklists before they are created.
To generate and assign a post-closure QC checklist, set the appropriate user on the Assigned To field in the Case Checklist Rule Assignment object. This triggers the post-closure QC checklist generation for the Case and assigns it to that user.
Note: The system does not generate checklists for Cases that are superseded.
Respond to Checklists
For information on responding to QC checklists, see Working with Checklists: Responding to Checklists.
Access Checklist Responses
To access QC responses, go to the Checklists section and then select the checklist. You can use the QC comments to perform corrective actions on the Case.