Sample questionWhy should you confirm the problem description with the customer before referring the request to another team? Answer in 2–3 sentences.
Answer / grading criteriaChoose “Short Answer.” Sample criteria: understand the issue accurately — 5 points; avoid the wrong team or missing information — 5 points.
Why use this question?
Several explanations can be valid, so comparison with one fixed answer is unsuitable. The grader should assess the ideas using the criteria.
Adapt it to your quiz
Adapt the step to your organization's procedure. Agree on points and criteria with other graders and keep them separate from the learner's question. Finish grading open responses before using exam result statistics to give feedback or compare scores.