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ChineseSolidroad Platform Help
Solidroad平台帮助
Step 1 — Gather context
步骤1 — 收集背景信息
If exists, read it first for accumulated platform knowledge.
references/learnings.md-
What do you need?
- A) Set up AI training simulations for new reps
- B) Configure automated QA scoring on conversations
- C) Build custom quality scorecards/rubrics
- D) Connect Solidroad to my CRM or contact center
- E) Understand pricing or evaluate Solidroad vs alternatives
- F) Troubleshoot AI simulation or scoring issues
- G) Other
-
Your team?
- A) Small CX team (<20 agents)
- B) Mid-size contact center (20-100 agents)
- C) Large contact center / BPO (100+ agents)
- D) Sales team (not support)
-
Current tools?
- A) Salesforce Service Cloud
- B) Zendesk
- C) Intercom
- D) Genesys / Five9 / NICE CXone / other CCaaS
- E) None yet / spreadsheets
Skip-ahead rule: if the user's prompt already contains enough context, skip to Step 2.
如果文件存在，请先阅读该文件获取已积累的平台知识。
references/learnings.md-
你的需求是什么？
- A) 为新客服代表设置AI培训模拟
- B) 配置对话的自动化QA评分
- C) 构建自定义质量评分卡/评估标准
- D) 将Solidroad与我的CRM或客服中心系统集成
- E) 了解定价或对比Solidroad与竞品
- F) 排查AI模拟或评分问题
- G) 其他
-
你的团队规模？
- A) 小型CX团队（<20名客服）
- B) 中型客服中心（20-100名客服）
- C) 大型客服中心/业务流程外包商（100+名客服）
- D) 销售团队（非支持团队）
-
当前使用的工具？
- A) Salesforce Service Cloud
- B) Zendesk
- C) Intercom
- D) Genesys / Five9 / NICE CXone / 其他CCaaS工具
- E) 尚未使用任何工具/使用电子表格
跳过规则：如果用户的提问已包含足够背景信息，直接进入步骤2。
Step 2 — Route or answer directly
步骤2 — 转至对应模块或直接解答
| Problem domain | Route to |
|---|---|
| General coaching strategy (not Solidroad-specific) | |
| Comparing QA platforms (Observe.AI, Balto, Cresta, MaestroQA) | |
| CCaaS platform selection | |
| Help desk selection | |
When routing, provide the exact command: "This is a {domain} question — run: "
/sales-{skill} {user's original question}| 问题领域 | 转至 |
|---|---|
| 通用指导策略（非Solidroad专属） | |
| 对比QA平台（Observe.AI、Balto、Cresta、MaestroQA） | |
| CCaaS平台选型 | |
| 帮助台选型 | |
转至对应模块时，请提供准确命令："这属于{领域}问题，请执行："
/sales-{skill} {用户原始问题}Step 3 — Solidroad platform reference
步骤3 — Solidroad平台参考资料
Read for the full platform reference — modules, pricing, integrations, data model, workflows.
references/platform-guide.mdAnswer the user's question using only the relevant section. Don't dump the full reference.
**阅读**获取完整平台参考信息——包括模块、定价、集成、数据模型、工作流等。
references/platform-guide.md仅使用相关章节内容解答用户问题，不要直接输出完整参考资料。
Step 4 — Actionable guidance
步骤4 — 可落地指导建议
You no longer need the platform guide — focus on the user's specific situation.
- Start with QA before training: Deploy automated scoring first (1-2 weeks), then use the quality gaps it surfaces to configure targeted training simulations
- Define 3-5 binary scoring criteria first: Avoid subjective rubrics — "Did agent confirm order number?" not "Was agent professional?"
- Calibrate AI vs manual for 2-4 weeks: Compare Solidroad's automated scores against supervisor manual scores before trusting automation
- Use the closed-loop: QA gaps → targeted simulation → re-score → measure improvement. This is Solidroad's core differentiator
If you discover a gotcha, workaround, or tip not covered in , append it there.
references/learnings.md无需再依赖平台指南——聚焦用户的具体场景。
- 先部署QA，再开展培训：先部署自动化评分（1-2周），再利用其发现的质量差距配置针对性培训模拟
- 先定义3-5项二元评分标准：避免主观评估标准——比如用“客服是否确认订单编号？”代替“客服是否专业？”
- AI与人工校准2-4周：在信任自动化评分前，对比Solidroad的自动化评分与主管的人工评分
- 使用闭环流程：QA差距→针对性模拟→重新评分→衡量提升效果。这是Solidroad的核心差异化优势
如果发现未涵盖的注意事项、解决方案或技巧，请补充至该文件中。
references/learnings.mdGotchas
注意事项
Best-effort from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.
- AI responds before you finish talking in simulations. Multiple G2 reviewers report the AI doesn't wait for complete responses before replying during voice practice. Workaround: use shorter, more structured responses and pause clearly between sentences.
- AI sometimes mimics agents instead of customers. The simulation AI occasionally takes the wrong role (acting as the agent instead of the customer). Report to Solidroad support — they've been responsive to bug fixes.
- No public API. SaaSworthy lists API support as "NA." All integrations go through Solidroad's native connectors (Salesforce, Zendesk, Intercom) or contact their team for custom integration.
- Pricing not fully transparent. $10-50/user/mo range confirmed, but specific tier features aren't publicly documented. Request a detailed feature matrix during evaluation.
- SOC 2 + ISO 27001 certified. Enterprise security is solid — this is a genuine differentiator vs smaller QA tools.
基于研究的最佳实践——请重点关注与计划受限功能、集成问题相关的内容，这些信息可能已过时。
- AI在模拟中提前回应：多名G2评论者反馈，在语音练习中AI不会等待完整回复就提前回应。解决方案：使用更简短、结构化的回复，并在句子间清晰停顿。
- AI有时模仿客服而非客户：模拟AI偶尔会扮演错误角色（充当客服而非客户）。请向Solidroad支持团队报告——他们对bug修复响应及时。
- 无公开API：SaaSworthy显示API支持为“NA”。所有集成需通过Solidroad的原生连接器（Salesforce、Zendesk、Intercom）完成，或联系其团队进行自定义集成。
- 定价不完全透明：已确认定价范围为10-50美元/用户/月，但具体套餐功能未公开。评估时请索要详细功能矩阵。
- 获得SOC 2 + ISO 27001认证：企业安全性可靠——这是与小型QA工具相比的真正差异化优势。
Related skills
相关技能
- — Sales coaching and training strategy across all platforms (onboarding, role-play, coaching frameworks, certifications)
/sales-coaching - — Observe.AI platform help (enterprise contact center QA, Agent Copilot, 100% Auto QA)
/sales-observe-ai - — Balto platform help (real-time AI guidance for contact centers, <200ms latency)
/sales-balto - — Cresta platform help (enterprise contact center AI, real-time agent assist, Knowledge Agent)
/sales-cresta - — MaestroQA platform help (conversation data QA, customizable scorecards, 60+ integrations)
/sales-maestroqa - — Enthu.AI platform help (affordable contact center QA, 100% auto-scoring)
/sales-enthu - — Convin platform help (100% automated QA, Real-Time Assist, integrated LMS)
/sales-convin - — Comparing CCaaS platforms (Genesys vs NICE vs Talkdesk vs Five9)
/sales-ccaas-selection - — Not sure which skill to use? The router matches any sales objective to the right skill. Install:
/sales-donpx skills add sales-skills/sales --skill sales-do
- — 全平台销售指导与培训策略（入职、角色扮演、指导框架、认证）
/sales-coaching - — Observe.AI平台帮助（企业级客服中心QA、Agent Copilot、100%自动QA）
/sales-observe-ai - — Balto平台帮助（客服中心实时AI指导，延迟<200ms）
/sales-balto - — Cresta平台帮助（企业级客服中心AI、实时客服辅助、Knowledge Agent）
/sales-cresta - — MaestroQA平台帮助（对话数据QA、可自定义评分卡、60+集成）
/sales-maestroqa - — Enthu.AI平台帮助（高性价比客服中心QA、100%自动评分）
/sales-enthu - — Convin平台帮助（100%自动化QA、实时辅助、集成式LMS）
/sales-convin - — 对比CCaaS平台（Genesys vs NICE vs Talkdesk vs Five9）
/sales-ccaas-selection - — 不确定使用哪个技能？该路由可将任何销售目标匹配至合适技能。安装命令：
/sales-donpx skills add sales-skills/sales --skill sales-do
Examples
示例
Example 1: Set up QA for a BPO
示例1：为业务流程外包商设置QA
User says: "We run a 200-agent BPO and only review 3% of calls manually — how do I set up Solidroad to score everything?"
Skill does:
- Walks through defining binary QA criteria for automated scoring
- Explains the SCORE methodology for scenario-based calibration
- Covers integration with the existing CCaaS (Genesys, Five9, etc.)
- Sets up the closed-loop: QA gaps → targeted training simulations → re-score
- Recommends a 2-4 week calibration period comparing AI vs manual scores
用户提问：“我们运营着一个拥有200名客服的外包团队，仅手动审核3%的通话——如何设置Solidroad实现全量评分？”
技能操作：
- 讲解如何定义用于自动化评分的二元QA标准
- 说明基于场景校准的SCORE方法
- 介绍与现有CCaaS（Genesys、Five9等）的集成
- 搭建闭环流程：QA差距→针对性培训模拟→重新评分
- 建议进行2-4周的AI与人工评分校准期
Example 2: Reduce onboarding ramp time
示例2：缩短入职上手时间
User says: "New agents take 6 weeks to get to quality standards — can Solidroad cut that?"
Skill does:
- Explains how AI simulations generate practice scenarios from real conversation patterns
- Walks through multi-channel training setup (voice, chat, email)
- Covers scorecard configuration for tracking ramp progress
- References Podium case study (50% ramp reduction, 33% faster resolution)
用户提问：“新客服需要6周才能达到质量标准——Solidroad能缩短这个时间吗？”
技能操作：
- 讲解AI模拟如何从真实对话模式生成练习场景
- 讲解多渠道培训设置（语音、聊天、邮件）
- 介绍用于跟踪上手进度的评分卡配置
- 引用Podium案例研究（上手时间缩短50%，问题解决速度提升33%）
Example 3: Evaluate Solidroad vs alternatives
示例3：对比Solidroad与竞品
User says: "Should I use Solidroad or Observe.AI for our contact center QA?"
Skill does:
- Compares positioning: Solidroad = QA + training closed-loop; Observe.AI = pure QA + virtual agents
- Covers pricing differences and team size fit
- Explains when to choose each: Solidroad for training + QA bundled, Observe.AI for enterprise QA-only
用户提问：“我们的客服中心QA应该用Solidroad还是Observe.AI？”
技能操作：
- 对比定位：Solidroad=QA+培训闭环；Observe.AI=纯QA+虚拟客服
- 介绍定价差异与团队规模适配性
- 说明选择标准：需要QA+培训捆绑服务选Solidroad，仅需企业级QA选Observe.AI
Troubleshooting
故障排查
AI simulation doesn't feel realistic
AI模拟不够真实
Cause: AI responding too fast or taking wrong role
Solution: Report specific scenarios to Solidroad support (they fix bugs fast per G2 reviews). For voice simulations, use clear pauses between statements to help the AI track turn-taking. Check if your custom scenario has enough context — vague scenarios produce generic AI responses.
原因：AI回应过快或角色错误
解决方案：向Solidroad支持团队报告具体场景（根据G2评论，他们修复bug速度快）。对于语音模拟，在语句间清晰停顿，帮助AI识别对话轮次。检查自定义场景是否有足够背景信息——模糊场景会导致AI生成通用回复。
QA scores don't match manual reviews
QA评分与人工审核不符
Cause: Scoring criteria are too subjective
Solution: Replace subjective criteria ("Was the agent empathetic?") with binary, observable criteria ("Did the agent acknowledge the customer's frustration?"). Calibrate for 2-4 weeks. Compare AI scores against 3+ manual reviewers to establish baseline accuracy.
原因：评分标准过于主观
解决方案：将主观标准（“客服是否有同理心？”）替换为二元、可观测的标准（“客服是否认可客户的不满？”）。进行2-4周的校准。对比AI评分与3名以上人工审核员的评分，建立基准准确率。
Integration not syncing conversations
集成未同步对话
Cause: Connector configuration or permissions
Solution: Verify API permissions in your CRM/CCaaS. Solidroad integrates natively with Salesforce Service Cloud, Zendesk, and Intercom. For other platforms (Genesys, Five9, Avaya, Cisco), check if the telephony connector is properly configured. Contact Solidroad support for custom integration help.
原因：连接器配置或权限问题
解决方案：验证CRM/CCaaS中的API权限。Solidroad原生集成Salesforce Service Cloud、Zendesk和Intercom。对于其他平台（Genesys、Five9、Avaya、Cisco），检查电话连接器是否配置正确。如需自定义集成，请联系Solidroad支持团队。