Viewing and managing root causes for review scores

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<p id="docs-hc-snippet" style="display: none;">Root causes prompt reviewers to provide more details about their feedback for a category. This is particularly helpful for negative feedback. For example, if a reviewer gives a negative rating for tone, they can specify the reasons using predefined choices or by using a free-form comment.</p>
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<p id="docs-ai-summary-content">You can view, create, organize, rename, and delete root causes used in review scorecards to capture why a rating was given, especially for negative feedback. Using tiers and sub-tiers helps you sort root causes, search and filter them faster, and analyze review trends to guide coaching and fix common issues.</p>
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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings &gt; Scorecards</div>
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<p class="p" dir="ltr">Root causes prompt reviewers to provide more details about their feedback for a
category. This is particularly helpful for negative feedback. For example, if a reviewer gives
a negative rating for tone, they can specify the reasons using predefined choices or by using
a free-form comment.</p>
<p class="p"><img class="image" id="topic-1__image_b4t_kmq_tjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_root_cause_sub_tier_review.png" width="300"></p>
<p class="p" dir="ltr">Root causes can be created during <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760215194" target="_blank">scorecard creation</a> or on the Root causes page. </p>
<p class="p" dir="ltr">Use dashboards to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690#topic_smr_t3r_tcc__section_o52_tyf_5cc" target="_blank">analyze root causes</a> and understand the underlying
issues that affect customer interactions at both the team and agent levels. This helps enable
targeted coaching and issue resolution.</p>
<p class="p" dir="ltr">This article contains the following topics:</p>
<ul class="ul" id="topic-1__ul_fdk_nng_q2c">
<li class="li" dir="ltr"><a class="xref" href="#topic_fw3_bbl_32c">Accessing root causes</a></li>
<li class="li"><a class="xref" href="#topic_e4h_sc4_njc">Creating root causes</a></li>
<li class="li"><a class="xref" href="#topic_ndj_g24_njc">Organizing root causes using tiers and
sub-tiers</a></li>
<li class="li"><a class="xref" href="#topic_wz3_lgf_n2c">Renaming root causes, tiers and
sub-tiers</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_eqt_1pg_q2c">Deleting root causes, tiers and
sub-tiers</a></li>
</ul>
<p class="p" dir="ltr">Related articles</p>
<ul class="ul" id="topic-1__ul_a2t_rng_q2c">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760215194" target="_blank">Creating scorecards</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_fw3_bbl_32c">
<h2 class="title topictitle2" id="ariaid-title2">Accessing root causes</h2>
<div class="body">
<p class="p" dir="ltr">From the Root causes page, you can view each tier, sub-tier, and individual root
cause's name. The list also indicates when each root cause was last updated.</p>
<p class="p" dir="ltr">You can use the search field at the top of the list to find a root cause by name,
or filter the list to show only root causes assigned to a specific category. You can also
organize root causes using tiers and sub-tiers. This structure streamlines workflows and
helps your team quickly find and choose the right root causes.</p>
<p class="p" dir="ltr">You must be an admin to view and manage root causes.</p>
<p class="p"><strong class="ph b">To access your root causes</strong></p>
<div class="p">
<ol class="ol" id="topic_fw3_bbl_32c__ol_p13_rrk_32c">
<li class="li" dir="ltr"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Quality assurance</a>, click your profile icon in the top-right
corner.</span></li>
<li class="li" dir="ltr"><span class="ph">Click <strong class="ph b">Settings</strong>.</span></li>
<li class="li" dir="ltr"><span class="ph">In the sidebar under <strong class="ph b">Account</strong>, click
<strong class="ph b">Scorecards</strong>.</span></li>
<li class="li" dir="ltr">Click <strong class="ph b">Root causes</strong> at the top to display a list of all your root
causes, tiers and sub-tiers.<p class="p"><img class="image" id="topic_fw3_bbl_32c__image_isq_4c4_njc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_root_causes.png" width="850"></p>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_e4h_sc4_njc">
<h2 class="title topictitle2" id="ariaid-title3">Creating root causes</h2>
<div class="body">
<p class="p">Root causes can be created during <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760215194" target="_blank">scorecard creation</a> or on the Root causes page.</p>
<p class="p" dir="ltr"><strong class="ph b">To create a new root cause</strong></p>
<ol class="ol" id="topic_e4h_sc4_njc__ol_b3t_tc4_njc">
<li class="li" dir="ltr">
<a class="xref" href="#topic_fw3_bbl_32c">Access your root
causes</a>.</li>
<li class="li" dir="ltr">Click <strong class="ph b">+ Add root cause</strong>.</li>
<li class="li" dir="ltr">Enter a name for the root cause.</li>
<li class="li" dir="ltr">(Optional) Select a tier and sub-tier.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ndj_g24_njc">
<h2 class="title topictitle2" id="ariaid-title4">Organizing root causes using tiers and sub-tiers</h2>
<div class="body">
<p class="p" dir="ltr">Organizing root causes into tiers and sub-tiers helps your team find and select
the right root causes more easily. Use tiers to group and structure your root causes. Within
tiers, you can also add standalone root causes and sub-tiers. You can structure your
reasoning by starting from the high-level tier and digging deeper into the specifics.</p>
<p class="p" dir="ltr">When <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760215194" target="_blank">creating scorecards</a>, you can add multiple root
causes at once by specifying a tier name. </p>
<p class="p">Specifically you can:</p>
<div class="p">
<ul class="ul" id="topic_ndj_g24_njc__ul_hyy_nsg_sjc">
<li class="li"><a class="xref" href="#topic_vlk_ssg_sjc">Create root cause tiers</a></li>
<li class="li"><a class="xref" href="#topic_cjh_tsg_sjc">Create root cause sub-tiers</a></li>
<li class="li">
<a class="xref" href="#topic_cd1_5sg_sjc">Move root causes into and out of tiers
and sub-tiers</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested2" id="topic_vlk_ssg_sjc">
<h3 class="title topictitle3" id="ariaid-title5">Creating root cause tiers</h3>
<div class="body">
<p class="p">Use tiers to group and structure your root causes.</p>
<p class="p" dir="ltr"><strong class="ph b">To create a root cause tier</strong></p>
<ol class="ol" id="topic_vlk_ssg_sjc__ol_wlk_ssg_sjc">
<li class="li" dir="ltr">
<a class="xref" href="#topic_fw3_bbl_32c">Access your root
causes</a>.</li>
<li class="li" dir="ltr">Click + <strong class="ph b">Add tier</strong>.</li>
<li class="li" dir="ltr">Enter the root cause tier name.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested2" id="topic_cjh_tsg_sjc">
<h3 class="title topictitle3" id="ariaid-title6">Creating root cause sub-tiers</h3>
<div class="body">
<p class="p">Within tiers, you can also add sub-tiers.</p>
<div class="p" dir="ltr">
<div class="note note">
<span class="notetitle">Note:</span> If a tier has no sub-tiers and contains only root causes, you must first <a class="xref" href="#topic_cd1_5sg_sjc">remove the root causes from the tier</a>
before you can add sub-tiers.</div>
</div>
<p class="p" dir="ltr"><strong class="ph b">To create a root cause sub-tier</strong></p>
<ol class="ol" id="topic_cjh_tsg_sjc__ol_djh_tsg_sjc">
<li class="li" dir="ltr">
<a class="xref" href="#topic_fw3_bbl_32c">Access your root
causes</a>.</li>
<li class="li" dir="ltr">Next to the tier name, click the options menu (<img class="image" id="topic_cjh_tsg_sjc__image_ejh_tsg_sjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="20">) and select <strong class="ph b">Add sub-tier</strong>.<p class="p"><img class="image" id="topic_cjh_tsg_sjc__image_fjh_tsg_sjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_add_sub_tier.png" width="600"></p>
</li>
<li class="li">Enter the sub-tier name.</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested2" id="topic_cd1_5sg_sjc">
<h3 class="title topictitle3" id="ariaid-title7">Moving root causes into and out of tiers and sub-tiers</h3>
<div class="body">
<p class="p">You can move root causes into and out of tiers and sub-tiers at any time.</p>
<p class="p" dir="ltr"><strong class="ph b">To move root causes into or out of tiers and sub-tiers</strong></p>
<ol class="ol" id="topic_cd1_5sg_sjc__ol_dd1_5sg_sjc">
<li class="li" dir="ltr">
<a class="xref" href="#topic_fw3_bbl_32c">Access your root
causes</a>.</li>
<li class="li" dir="ltr">Select the root causes you want to move into or out of a tier or
sub-tier.</li>
<li class="li" dir="ltr">In the toolbar that appears at the bottom of the page, click <strong class="ph b">Move root
causes</strong>.<p class="p"><img class="image" id="topic_cd1_5sg_sjc__image_ed1_5sg_sjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_mode_delete_root_causes.png" width="650"></p>
</li>
<li class="li">Under <strong class="ph b">Move to</strong>, select the tier and sub-tier you want to move the root causes
to, or select <strong class="ph b">Loose root causes list</strong> to move the root causes out of their current
tier or sub-tier.</li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title8" class="topic nested1" id="topic_wz3_lgf_n2c">
<h2 class="title topictitle2" id="ariaid-title8">Renaming root causes, tiers and sub-tiers</h2>
<div class="body">
<p class="p" dir="ltr">Updates to a root cause’s name apply to all categories that include the root
cause and affect the evaluation of future conversations. This will also be reflected in the
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690-Understanding-the-Reviews-dashboard-in-Zendesk-QA#topic_usk_dbv_s2c" target="_blank">Reviews dashboard</a> as if a new root cause had been
created.</p>
<p class="p"><strong class="ph b">To rename a root cause</strong></p>
<div class="p">
<ol class="ol" id="topic_wz3_lgf_n2c__ol_umf_c4g_q2c">
<li class="li" dir="ltr">
<a class="xref" href="#topic_fw3_bbl_32c">Access your root
causes</a>.</li>
<li class="li">Next to the root cause, tier or sub-tier name, click the options menu (<img class="image" id="topic_wz3_lgf_n2c__image_lgc_sf4_njc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="20">) and select <strong class="ph b">Rename</strong>.</li>
<li class="li">Enter a new root cause, tier, or sub-tier name. </li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title9" class="topic nested1" id="topic_eqt_1pg_q2c">
<h2 class="title topictitle2" id="ariaid-title9">Deleting root causes, tiers and sub-tiers</h2>
<div class="body">
<p class="p" dir="ltr">Deleting root causes, tiers and sub-tiers is permanent. This action removes the
root cause from all categories and erases all associated data from reports.</p>
</div>
<div aria-labelledby="ariaid-title10" class="topic nested2" id="topic_zdj_fdh_sjc">
<h3 class="title topictitle3" id="ariaid-title10">To delete root causes</h3>
<div class="body">
<div class="p">
<ol class="ol" id="topic_zdj_fdh_sjc__ol_a2j_fdh_sjc">
<li class="li" dir="ltr">
<a class="xref" href="#topic_fw3_bbl_32c">Access your root
causes</a>.</li>
<li class="li" dir="ltr">Select the root causes you want to delete.</li>
<li class="li">In the toolbar at the bottom of the page, click <strong class="ph b">Delete
root causes</strong>.<p class="p"><img class="image" id="topic_zdj_fdh_sjc__image_b2j_fdh_sjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_mode_delete_root_causes.png" width="650"></p>
</li>
<li class="li">Click <strong class="ph b">Delete root causes</strong> to confirm the deletion. </li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title11" class="topic nested2" id="topic_bcc_gdh_sjc">
<h3 class="title topictitle3" id="ariaid-title11">To delete a root cause tier or sub-tier</h3>
<div class="body">
<ol class="ol" id="topic_bcc_gdh_sjc__ol_ccc_gdh_sjc">
<li class="li" dir="ltr">
<a class="xref" href="#topic_fw3_bbl_32c">Access your root
causes</a>.</li>
<li class="li">Next to the tier or sub-tier you want to remove, click the options menu (<img class="image" id="topic_bcc_gdh_sjc__image_dcc_gdh_sjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_menu_horizontal.png" width="20">) and select <strong class="ph b">Delete</strong>.<p class="p" dir="ltr">If the tier
includes empty sub-tiers, these are also deleted.</p>
<p class="p" dir="ltr">If the tier or
sub-tier includes root causes, you’ll be asked to choose whether to delete the tier or
sub-tier but keep its root causes or delete the tier or sub-tier and its root
causes.</p>
<p class="p" dir="ltr">If you choose to keep the root causes, all root causes in the
tier and its sub-tiers will be kept and listed as loose root causes.</p>
<p class="p"><img class="image" id="topic_bcc_gdh_sjc__image_ecc_gdh_sjc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_delete_tier.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Delete tier</strong> or <strong class="ph b">Delete sub-tier</strong>.</li>
</ol>
</div>
</div>
</div>
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