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Record Client Assessments

Learning Objectives

After completing this unit, you’ll be able to:

  • Record assessments on a client record.
  • Work with your admin to configure assessment scores.

Measure Progress Toward Goals

No More Homelessness (NMH) client Tim Hill has moved into transitional housing and is well on his way through the career counseling program. He’s decided he wants to work in the construction trades and is completing a training program and working with NMH on other services.

Tim’s case manager, Rosa Sanchez, is happy to see Tim’s progress—and since NMH is a data-driven organization, she needs to record and quantify it beyond individual completed items on Tim’s case plan.

Enter assessments in Case Management.

Tim installs a window in a home as a coach gives him a thumbs-up.

The Scoop on Assessments

Assessments help case managers determine which path to take with a client and then measure their progress along that path—especially when performing assessments during intake, in the middle of an engagement, and at the end of a program to measure growth.

Assessments are conducted differently depending on an organization’s goals and established processes. For example, one organization may focus on collecting data through conversations, while another may use surveys or tests, look at background information about engagements, or use a combination of these options. That’s why the assessment tool in Case Management is designed to be flexible enough to meet many different needs.

The assessment tool includes the capacity to set assessment scores. Out of the box, there is one assessment score enabled (a field labeled Total Score) that records a numeric value. It can be any value as long as it’s a number, like a percentage grade or a rating on a 10-point scale.

If your organization uses several scores for one assessment—like a literacy assessment that includes separate scores for word recognition, reading comprehension, and verbal language—your admin can customize assessments to include those additional score fields and varied types of assessments.

If your organization doesn’t use scores on assessments, you can leave the score blank and enter other assessment data, such as comments and completed dates, and relate the assessment to a program. (Check out the link in the Resources section below for details on how to customize Case Management assessments, and share it with your Salesforce Admin.)

For example, NMH has decided to keep it simple and use a single score for the job-readiness assessments in the career counseling program. Rosa talks with Tim and his job-readiness coach at least once a month and, based on NMH criteria, gives Tim a score out of 100 on his overall job readiness.

Track Progress Over Time

One of the benefits of assessments is the ability to track progress over time. At NMH, Rosa has tracked Tim’s progress through monthly job-readiness assessments for the last six months.

Rosa wants to check in on Tim’s progress, so she goes to his contact record and clicks on the Assessment tab. Rosa can track Tim’s progress toward the goal because Case Management displays all of the scores over time in a handy graph.

The assessments chart and related list

Here, Rosa can quickly see that Tim is making progress on job readiness, because the assessment scores have increased steadily over time. (If NMH was using more than one type of assessment and it was assigned to Tim, Rosa could toggle between these views from the chart.)

Below the chart is an assessment list, which includes scores and completed dates. To open any of the assessment records, Rosa simply clicks the assessment name.

Enter Assessment Scores

Now that Rosa knows how Tim is doing, it’s time to create a new assessment score. Rosa is already on Tim’s contact record and on the Assessment tab, so she clicks New in the assessments related list.

  1. Enter the assessment name. NMH has agreed to a convention of naming the assessment with the client’s name, assessment type, and date, so Rosa names the record Tim Hill, Job-Readiness Assessment, January 11, 2020.
  2. Set an assessment completed date.

    The beginning of a new assessment with Rosa’s Assessment Name and Completed Date filled in

  3. Search for and select a related program engagement. Because this assessment relates directly to Tim’s program engagement with the career counseling program, Rosa searches for and relates that record to the assessment.
  4. Enter a score. Tim has passed a few major milestones, so, according to NMH’s scoring checklist, Rosa can now enter a 90 in the assessment score. Good job, Tim!
  5. Enter any additional comments. Rosa adds a few. Most of her thoughts will be collected in notes associated with Tim's contact and program engagement records, but she wants to add a progress reminder here, too. The comments will also appear on the graph when Rosa hovers over an assessment score.

    Rosa’s details in the New Assessment interface

  6. Click Save to create the new assessment. The assessments chart won’t update automatically, so Rosa makes sure the date range is correct and clicks Refresh in the upper right corner of the chart area.
  7. Focus on one score. If the assessment had several scores, Rosa could turn scores off and on by clicking the labels in the key at the bottom of the chart, too, to zero-in on just one of Tim’s assessment scores.

    Example of a note that appears when hovering over any assessment point on the chart

There’s no need for that now, though. Rosa can see where Tim is headed if he keeps up the hard work and gets continuing support in the career counseling program. The other programs are helping him achieve his goals, too. If he continues to progress, Tim will be ready for a new job and a move into a home of his own soon.

Rosa pauses a moment to celebrate Tim’s progress—and then a glance at her watch tells her that now it’s time to move on to another client. So, back to Client Search at the bottom of the page...

Rosa and Tim give each other a jumping high five.


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