Creating a Quiz

Prerequisites:

• Admin role

• Optional: Knowledge base articles and example tickets for AI generation

Method 1: AI-Generated Quiz

1. Navigate to Quizzes

• Go to Training > Quizzes

• Click "Create new"

1. Configure Basic Settings

• Name: Descriptive title (e.g., "Return Policy Knowledge Check")

• Pass Rate: Minimum score to pass (0% to 100%)

• Number of Questions: How many questions to generate (5-20 recommended)

1. Question Configuration - Select which types to include. Learn more about question types here.

• Single choice only

• Multiple choice only

• Both (recommended for variety)

• System distributes questions evenly between selected types

1. Source Materials

• Knowledge Base Articles: Select articles to base questions on

• Example Tickets: Select tickets for scenario-based questions

• Testing Points (Optional): Specific topics to focus on

Example Testing Points:

- Return policy timeframes and exceptions
- Refund processing procedures
- Account verification steps
- Escalation criteria

1. Generate Questions

• Click "Create"

• AI analyzes source materials and creates questions

• Takes 30-60 seconds depending on question count

• Review generated questions

1. Review and Edit

• Each question is shown with its options

• Edit question text if needed

• Modify answer options

• Change which options are correct

• Delete questions you don't want

1. Create Quiz

• Once satisfied, create the quiz

• The quiz is now available to be included in assignments

Method 2: Manual Quiz Creation

1. Follow steps 1-2 above

2. Skip AI generation

3. Add Questions Manually:

• Click "Add Question"

• Enter question text

• Select question type. Learn more about question types here.

• Add answer options (3 for single, 4 for multiple)

• Mark correct answers

• Repeat for all questions