Viewing and updating Zendesk QA account settings

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<p id="docs-hc-snippet" style="display: none;">In Zendesk Quality assurance (QA) account settings, admins can configure settings that apply to the entire account and all workspaces.</p>
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<td>Quality Assurance (QA) or Workforce Engagement Management (WEM)</td>
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<p id="docs-ai-summary-content">Admins can manage account settings to enhance quality assurance processes. Configure general settings like default workspaces and automatic scoring, manage connections for data integration, and set up notifications for user engagement. Utilize scorecards and spotlight insights to evaluate agent performance and identify improvement areas. AI insights offer advanced evaluation tools for deeper analysis and learning opportunities.</p>
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<div class="p">
<div class="note fastpath">
<span class="fastpathtitle">Location: </span> Zendesk QA &gt; Settings </div>
</div>
<p class="p" dir="ltr">In Zendesk Quality assurance (QA) account settings, admins can configure settings
that apply to the entire account and all workspaces.</p>
<div class="p">This article contains the following sections: <ul class="ul" id="topic-1__ul_k2h_j15_fgc">
<li class="li">
<a class="xref" href="#topic_hd5_w15_fgc">Accessing account settings</a>
</li>
<li class="li">
<a class="xref" href="#topic_wsw_cly_ydc">Managing general settings</a>
</li>
<li class="li">
<a class="xref" href="#topic_ym1_wnf_zdc">Managing connection settings</a>
</li>
<li class="li">
<a class="xref" href="#topic_trv_wnf_zdc">Managing account notification
settings</a>
</li>
<li class="li">
<a class="xref" href="#topic_fbm_xnf_zdc">Managing scorecard, category, and root
cause settings</a>
</li>
<li class="li"><a class="xref" href="#topic_ekx_yxq_mfc">Managing AI insights settings</a></li>
</ul>
Related article: <ul class="ul" id="topic-1__ul_fs2_m15_fgc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8557785343898" target="_blank">Viewing and updating personal settings in Zendesk QA</a>
</li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_hd5_w15_fgc">
<h2 class="title topictitle2" id="ariaid-title2">Accessing account settings</h2>
<div class="body">
<p class="p">Admins can access account settings from the settings menu. </p>
<p class="p"><strong class="ph b">To access the account settings page</strong></p>
<ol class="ol" id="topic_hd5_w15_fgc__ol_mch_fb5_fgc">
<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">From account settings, view and manage the following:<ul class="ul" id="topic_hd5_w15_fgc__ul_ibr_qvp_m2c">
<li class="li" dir="ltr"><a class="xref" href="#topic_wsw_cly_ydc">General settings</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ym1_wnf_zdc">Connections</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_trv_wnf_zdc">Notifications</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_fbm_xnf_zdc">Scorecards</a></li>
<li class="li" dir="ltr"><a class="xref" href="#topic_ekx_yxq_mfc">AI</a></li>
</ul>
<p class="p"><img class="image" id="topic_hd5_w15_fgc__image_ptc_lvk_rhc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/zqa_account_settings.png" width="800"></p>
</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_wsw_cly_ydc">
<h2 class="title topictitle2" id="ariaid-title3">Managing general settings</h2>
<div class="body">
<p class="p">General account settings allow you to define the experience for all workspaces. </p>
<p class="p">On the General account settings page, admins can view and configure all of the following: </p>
<div class="p">
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Setting or action</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Default workspace</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10093676975898#topic_bqv_vqn_shc" target="_blank">Once given access to Zendesk QA</a>, all new
users are automatically assigned to the account’s default workspace. <p class="p" dir="ltr">You cannot remove users from the account’s default workspace. However, you can
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9202963091866" target="_blank">create additional workspaces</a> and then
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/10345461586586" target="_blank">change the default workspace</a> if needed.
</p>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Start of the week</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Day the week starts on in Zendesk QA. Options are Monday or Sunday.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">LLM-based AutoQA</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Controls whether Auto-QA processing by large language models (LLMs) is on or
off. <p class="p" dir="ltr">Turning on LLM-based AutoQA allows it to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354#understanding_autoscoring_categories" target="_blank">automatically score</a> user interactions
with AI. </p>
<div class="p" dir="ltr"> Turning off <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6059285322522" target="_blank">LLM integration</a> doesn’t turn off the
AutoQA feature completely. When it’s turned off, the following data remains: <ul class="ul" id="topic_wsw_cly_ydc__ul_afy_pjz_djc">
<li class="li">
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354" target="_blank">AutoQA categories</a> powered by the AI
model remain on the scorecard but are no longer automatically scored.</li>
<li class="li">Manually added <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759820826" target="_blank">root causes</a> remain but not LLM-based
root causes.</li>
<li class="li">Historical data remains on the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9019507481242" target="_blank">AutoQA dashboard</a>.</li>
</ul>
</div>
<p class="p">When this option is turned off, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9224552305946" target="_blank">AI insights based on custom prompts</a>,
some <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759586074#topic_lmq_fvh_xdc" target="_blank">spotlight insights</a>, and some AutoQA
categories language options won't function.</p>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> AutoQA uses AI and large language models (LLMs) to
automatically score specific categories. Your data is processed under a strict
Data Processing Agreement (DPA) and is never used to train any models. Learn
about <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6059285322522-About-generative-AI-features-in-Zendesk" target="_blank">Generative AI at Zendesk</a>.</div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Automated agent scoring</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Turns <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747123354" target="_blank">autoscoring</a> on or off. </p>
<p class="p" dir="ltr">Turning on automatic scoring with AutoQA allows Zendesk QA to automatically
evaluate and score agents. These evaluations are for guidance only and shouldn’t
be used for performance decisions. They should supplement, not replace, human
performance reviews.</p>
<p class="p" dir="ltr">Turning it off means user interactions are
not automatically scored. You can still use AI-powered evaluations and custom
prompts for insight, but no automated scores are assigned to individual
agents.</p>
Automated scores contribute to the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9019507481242" target="_blank">auto quality score (AQS)</a>, but the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043724913690#ariaid-title3" target="_blank">internal quality score (IQS)</a> remains based
solely on manual reviews. Participating agents must be Zendesk QA users and
members of the workspaces where AutoQA categories are configured. Autoscoring
categories are indicated by a hologram icon (<img class="image" height="16" id="topic_wsw_cly_ydc__image_rnp_yml_52c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/qa_hologram.png" width="16">). </td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">AI suggestions</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Controls the ability to get Enhance suggestions when <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9327313916570" target="_blank">creating new AI prompt-based spotlight insights</a> and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9277382490138" target="_blank">AI prompt-based rating categories</a>. Content
is generated automatically to help you write better prompts.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Deep evaluation and validation (EAP)</td>
<td class="entry cell-norowborder" style="vertical-align:top;">See the reasoning behind AutoQA and Spotlight evaluations in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043661945370#topic_ob1_rmk_fjc" target="_blank">conversations view</a>. When this option is
enabled, you can see explanations that show the evidence and logic the AI used to
determine a score or insight. <div class="note note">
<span class="notetitle">Note:</span> Deep evaluation and validation is
currently in an early access program (EAP). See our <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9282911922586" target="_blank">Early Access Terms</a>.</div>
<div class="p">
<div class="note attention">
<span class="attentiontitle"></span> Voice conversation evaluations aren’t yet eligible for
this EAP. Deep evaluation and validation also aren’t displayed when testing a
prompt.</div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Pass rate (%)</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Lets you set a pass rate. This is the minimum score a review needs to pass.
Changing this value recalculates pass or fail status on all past reviews. See
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043668650266" target="_blank">Setting and monitoring pass rates in Zendesk
QA</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Hide reviewer identities from agents</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">
<p class="p" dir="ltr">Controls whether reviewer anonymization is on or
off.</p>
Turning on this option means <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9228986629786" target="_blank">agents can’t identify the reviewer</a> giving them an
evaluation. This can help ensure unbiased feedback and foster a fair and
constructive QA process.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Deleted conversations</td>
<td class="entry cellrowborder" dir="ltr" style="vertical-align:top;">
<p class="p" dir="ltr">Allows you to manage or delete reviews associated with deleted
tickets in Zendesk QA.</p>
<p class="p" dir="ltr">Deleting a ticket in Zendesk Support (or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712839450" target="_blank">another help desk</a>) doesn't affect
associated conversation reviews. You can still access a review using the ticket
ID. Deleting reviews in Zendesk QA removes the ticket and all related review
data.</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_ym1_wnf_zdc">
<h2 class="title topictitle2" id="ariaid-title4">Managing connection settings</h2>
<div class="body">
<p class="p">Connection settings allow you to add, manage, and monitor connected data sources. </p>
<p class="p">On the Connection settings page, admins can view and configure the following:</p>
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Setting or action</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Custom integration</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Allows you to add a new connection with a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669282714" target="_blank">custom integration</a>. A custom integration allows you to use
an API to import data about conversations or users in bulk and export statistical
data. Some technical experience may be required.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Add connection</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712839450" target="_blank">add and configure</a> advanced options for help desk
connections in Zendesk QA.</p>
<div class="p" dir="ltr">
<div class="note note">
<span class="notetitle">Note:</span> Contact your <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850#h_01FB4BHCQN7EX10B0FK7JBTS78" target="_blank">Zendesk Sales Representative</a> before
adding a new connection. </div>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Edit connection</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712839450#topic_a5x_wyr_m3c" target="_blank">update a connection</a>, including the name,
account ID, and token.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">Delete connection</td>
<td class="entry cellrowborder" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712839450#topic_vyv_yyr_m3c" target="_blank">remove a connection from Zendesk QA</a>. This
action is irreversible. <p class="p" dir="ltr">Deleting a connection removes all help
desk-related data for this connection from Zendesk QA, including conversations,
fields, and tags. Submitted reviews are not affected and remain visible in
specific views. Contact <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408843597850-Contacting-Zendesk-customer-support" target="_blank">Zendesk customer support</a> to request
deactivation or to mark the connection as inactive instead of deleting
it.</p>
</td>
</tr>
</tbody>
</table>
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</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_trv_wnf_zdc">
<h2 class="title topictitle2" id="ariaid-title5">Managing account notification settings</h2>
<div class="body">
<p class="p">Notification settings allow you to define the default notification behavior for new users. </p>
<p class="p">Notifications are sent in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884044058" target="_blank">user's UI language</a>.</p>
<p class="p">On the Notification settings page, admins can view and configure the following:</p>
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<col>
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<tbody class="tbody">
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Setting or action</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Override settings for all users</td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;">Allows you to prevent users from <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8557785343898" target="_blank">customizing their personal settings</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Email reports</td>
<td class="entry cell-norowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Allows users to receive automated email reports with statistics
about given and received reviews.</p>
Options include the following:<ul class="ul" id="topic_trv_wnf_zdc__ul_rjk_zd2_p2c">
<li class="li" dir="ltr">Daily</li>
<li class="li" dir="ltr">Weekly</li>
<li class="li" dir="ltr">Monthly</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Notifications</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Allows users to receive notifications for newly received reviews, replies in
threads, mentions in comments, and disputes related to them.<p class="p">When you configure a
new notification schedule, the system first checks whether a notification of the
same type has been sent within a similar time frame. If it finds such a
notification, it holds the new notification and schedules it to be sent later. If
no matching notification is found, the system sends the new notification
immediately.</p>
<p class="p">For example, when you configure notifications to be sent Every
3 hours, the system checks whether a notification of the same type has been sent
within the past 3 hours. If it finds such a notification, it holds the new
notification and schedules it to be sent later. If no matching notification is
found, the system sends the new notification immediately.</p>
<div class="p" dir="ltr">Options
for each notification type include the following:<ul class="ul" id="topic_trv_wnf_zdc__ul_y1k_w45_fgc">
<li class="li">Instantly</li>
<li class="li">Every 3 hours</li>
<li class="li">Every 6 hours</li>
<li class="li">Daily</li>
<li class="li">Weekly</li>
<li class="li">Monthly</li>
<li class="li">Off</li>
</ul>
</div>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Reminders</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Allows you to send automated weekly reminders to users who haven’t done any
reviews. Reminders are sent at the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043669430426#topic_wsw_cly_ydc" target="_blank">start of the week</a> if users haven't completed
any reviews.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Slack integrations</td>
<td class="entry cellrowborder" style="vertical-align:top;">
<p class="p" dir="ltr">Allows you to set up an integration so users can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043747899674" target="_blank">receive notifications directly in Slack</a>.</p>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_fbm_xnf_zdc">
<h2 class="title topictitle2" id="ariaid-title6">Managing scorecard, category, and root cause settings</h2>
<div class="body">
<p class="p"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8875998154906" target="_blank">Scorecards</a> are a powerful tool for evaluating agent performance,
identifying areas for improvement, and ensuring that your team meets organizational goals.
Scorecard settings allow you to create and manage scorecards, categories, and root causes.
All scorecards, categories, and root causes are listed here.</p>
<p class="p" dir="ltr">On the Scorecards page, admins can view and configure the following:</p>
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<tbody class="tbody">
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<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Setting or action</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Settings </td>
<td class="entry cell-norowborder" style="vertical-align:top;">Allows you to view or update the following <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8875998154906#topic_ufd_t3n_zfc" target="_blank">scorecard settings</a>:<ul class="ul" id="topic_fbm_xnf_zdc__ul_tbg_png_zfc">
<li class="li" dir="ltr">Using emojis instead of numbers.</li>
<li class="li" dir="ltr">Letting people skip categories. All rating scales within existing
scorecards will include N/A as an option.</li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Create</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043760215194" target="_blank">create a new scorecard</a> or <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043712922522" target="_blank">create a new category</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Scorecards</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8875998154906" target="_blank">view and manage scorecards</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Categories</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842" target="_blank">view and manage categories</a>.</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Root causes</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Allows you to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/7043759820826" target="_blank">view and manage root causes</a>.</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">Automatic scoring with AutoQA status</td>
<td class="entry cellrowborder" style="vertical-align:top;">Allows you to see the AutoQA status. Provides shortcuts to access the <a class="xref" href="#topic-1__ul_k2h_j15_fgc">AutoQA account settings</a> and
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9019507481242" target="_blank"><u class="ph u">AutoQA dashboard</u></a>.</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title7" class="topic nested1" id="topic_ekx_yxq_mfc">
<h2 class="title topictitle2" id="ariaid-title7">Managing AI insights settings</h2>
<div class="body">
<p class="p" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9224552305946" target="_blank">AI insights</a> automatically surface valuable
improvements and learning opportunities, speeding up the evaluation process. AI insights
settings allow you to create and manage AI insights.</p>
<p class="p" dir="ltr">On the AI settings page, admins can view and configure the following:</p>
<div class="p">
<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_ekx_yxq_mfc__table_yxs_kpg_zfc" rules="all" summary="">
<colgroup>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Setting or action</strong></td>
<td class="entry cell-norowborder" dir="ltr" style="vertical-align:top;"><strong class="ph b">Description</strong></td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" dir="ltr" style="vertical-align:top;">Create new AI insights</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Allows you to create AI insights, including the following:<ul class="ul" id="topic_ekx_yxq_mfc__ul_hhl_r2w_zfc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9277382490138" target="_blank">Creating AI prompt-based rating
categories</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9327313916570" target="_blank">Creating AI prompt-based spotlight
insights</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9302967236890" target="_blank">Creating exact text-match custom rating
categories</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9486586566170" target="_blank">Creating exact text-match AI insights
spotlights</a></li>
</ul>
</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" dir="ltr" style="vertical-align:top;">View and manage system, exact text-match, and prompt-based
categories and spotlights</td>
<td class="entry cellrowborder" style="vertical-align:top;">Allows you to manage AI insights, including the following:<ul class="ul" id="topic_ekx_yxq_mfc__ul_ays_kpg_zfc">
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/8992409602842" target="_blank">Managing autoscoring categories</a></li>
<li class="li" dir="ltr"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/9483275885466" target="_blank">Managing AI spotlight insights</a></li>
</ul>
</td>
</tr>
</tbody>
</table>
</div>
</div>
</div>
</div>
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