# Use Checklist

A checklist helps standardize the quality check process and ensure consistent assessment of all requests. This instruction will show how to use a checklist for detailed quality check of a request.

---

## When It Will Be Useful
- You need to conduct a detailed check of a request by established standards.
- You want to ensure consistency in quality assessment.
- You need to check compliance with all necessary procedures and criteria.
- You want to use a standardized checklist for assessment.

---

## What's Important to Know
- **Checklist** — structured list of criteria for checking request quality.
- The checklist contains various categories of criteria (communication, procedure compliance, issue resolution, etc.).
- Each criterion can have its own assessment (passed/failed, score on a scale).
- Checklists can be configured by administrators for different types of requests.

---

## Before You Start
- [x] You are logged in with supervisor rights.
- [x] You have navigated to the `Quality Assurance` module through the menu `Apps -> Quality Assurance`.
- [x] You have access to the request that needs to be checked.
- [x] A checklist for checking is configured in the system (if checklists are mandatory).

---

## Step-by-Step Instructions
1. In the `Quality Assurance` module, find and open the request that needs to be checked.
2. Review the correspondence history with the client to understand the context.
3. Find the **"Conduct Check"** or **"Use Checklist"** button near the request information.
4. In the check form with checklist:
   - Review **criterion categories** of the checklist (for example, "Greeting", "Issue Resolution", "Farewell").
   - Go through each criterion and assess it:
     - Set "Passed" or "Failed" mark (for binary criteria).
     - Or select a score on a scale (for example, from 1 to 5).
   - Add **comments** to criteria if you need to explain the assessment or point out problems.
5. After assessing all criteria, check the overall assessment (if it is automatically calculated).
6. Click the **"Save"** or **"Complete Check"** button — the result is saved.

---

## What Happens After
The check with checklist is saved, and results are displayed in reports and statistics. The operator can view the detailed assessment if this is provided by settings.

---

## How to Verify Everything Worked
- Check that all checklist criteria are assessed.
- Verify that the check is saved and displayed in request details.
- Check that results are displayed in quality reports.

---

## Other Ways
- Some checklists may contain mandatory and optional criteria.
- You can use different checklists for different types of requests or channels.
- Checklists can be automatically selected based on request type or topic.

---

## Related Materials
- [Conduct quality check](/en/quality_assurance/how-to/conduct-quality-check.md)
- [View assessment details](/en/quality_assurance/how-to/view-assessment-details.md)