Assign knowledge check-ups

What a check-up is

A check-up is a quiz assigned on its own rather than placed inside a course. Use it after onboarding to check whether people still remember an important policy, process or product detail.

Results from separately assigned quizzes feed Knowledge gaps and topic accuracy in Team Analytics. Results from quizzes inside a course stay with course progress instead, because they measure learning during the course.

Prepare the quiz first

1. 1Open Question Bank and make sure the questions you need are clear, correct and linked to the right articles.
2. 2Give every question a consistent topic tag. Team Analytics uses these tags to group results by subjects such as Refunds or Account access.
3. 3Open Quizzes and click New quiz. Add the questions manually, or use Build by topic to collect questions with selected tags.
4. 4Set a pass mark that reflects the importance of the subject, then preview the quiz before assigning it.

Choose useful questions

• Focus on decisions that are costly or risky to get wrong, such as refunds, compliance, security and escalations.
• Use realistic situations instead of asking people to repeat wording from an article.
• Keep the check-up focused. Around 5–10 questions is normally enough to reveal a gap without interrupting the working day.
• Use the same topic tags each time you check a subject so the trend remains meaningful.
• Do not change several things at once when comparing results. If the questions, audience and topic all change, it is harder to understand why the score moved.

Assign the check-up

1. 1Open Quizzes and find the quiz you want to send.
2. 2Click Assign quiz, or click Assign training at the top of the page and choose Quiz.
3. 3Select the quiz and set an optional due date.
4. 4Choose one or more teams, or select individual employees. Selecting a team adds the people currently in that team.
5. 5Review the selected recipients and confirm the assignment.
6. 6Employees will see it under Pending check-ups in Training. Once they submit it, the result appears in Team Analytics.

Follow up on the results

• Check completion first. A low team score is not useful if only a small part of the team has answered.
• Look at topic accuracy, not only the overall quiz score. One weak topic can be hidden by strong answers elsewhere.
• If many people miss the same question, check the question and linked article before assuming the team needs coaching.
• After updating an article or coaching the team, assign a focused follow-up quiz and compare the next period.