Build a quiz from the question bank

How questions and quizzes relate

Every question lives in the Question Bank. A quiz is a selection of questions from the bank, so the same question can be reused in many quizzes. Fix a question once and every quiz using it is updated.

Write a question

1. 1Click Question Bank in the left sidebar.
2. 2Pick a folder (for example Policies or Escalation Protocols) and click New question.
3. 3Write the question, add the answer options and mark the correct one.
4. 4Add topic tags — use the same tags as the related Knowledge Bank articles.
5. 5Link the article that contains the correct answer, so learners know where to read up.
6. 6Save. Before writing new questions, use the folders and All topics filter to check whether one already exists.

What makes a good question

• Test something an agent actually needs to do, not trivia. “A customer asks for a refund on day 35 — what do you do?” beats “How many days is the refund window?”
• Use realistic scenarios from real tickets.
• Make wrong answers believable — common mistakes, not obviously silly options.
• Test one thing per question.
• Avoid “all of the above” and trick wording.
• Make sure the linked article clearly supports the correct answer.

Create the quiz

1. 1Open Quizzes and create a new quiz with a clear name, e.g. “Refunds – monthly check”.
2. 2Search or filter the Question Bank by folder and topic.
3. 3Select the questions to include — 5–10 is usually enough.
4. 4Review the order, then save the quiz.
5. 5Add it to a course chapter, or assign it on its own as a check-up from Training.