# How To Prepare Service Categories For QA

## Objective

Choose an enabled service category that represents the work your first QA scorecard will assess.

## Before you begin

You need company configuration access to create or change categories. A person with **Quality: Manage** can configure QA on an existing category, but that permission alone does not grant taxonomy editing. Start with one category and a few representative Zendesk tickets.

## Resolution

1. **Review the taxonomy.** Open [Categories](https://wfm.zenops.cx/service/categories). Locate a category whose meaning is clear to reviewers and whose conversations should be judged against the same standard. Use [service category settings](https://wfm.zenops.cx/settings/service/categories) if you need to review the broader category configuration.
2. **Create or adjust the category if needed.** With company configuration access, make its name and classification rules specific enough that the intended interactions land in it. Keep unlike work in separate categories when it needs a different scorecard or evaluation policy.
3. **Enable the category.** Confirm the pilot category is active. Automated QA pauses while its category is disabled, even if its QA configuration remains saved.
4. **Verify real examples.** Check that several representative conversations actually receive this category. A ticket outside the category cannot be selected by that category's automated QA policy.
5. **Open the category's QA Analysis tab.** From [Categories](https://wfm.zenops.cx/service/categories), open the category and select **QA Analysis**. The panel shows the assigned scorecard, its published version, and Automated QA readiness. A quality manager can connect a published scorecard here; if none exists, build and publish one in [QA Settings · Scorecards](https://wfm.zenops.cx/settings/service/qa-analysis/scorecards).

A category is ready for automation only after it is enabled and has an assigned scorecard with an active published version. See [How To Configure Automated QA For A Category](/help/articles/qa-how-to-configure-automated-qa-for-a-category/) for the next step.

> Canonical page: https://zenops.cx/help/articles/qa-how-to-prepare-service-categories-for-qa/
> Audience: For administrators and quality managers
> Summary: Choose an enabled service category and confirm representative conversations are classified in it.

## Visual references

- Use Categories to locate the service category for the QA pilot. The page groups categories by company and product and lets you search or show enabled categories.: [ZenOps Categories page with enabled Company and Products category groups, a category search field, an enabled-only filter, and category controls.](https://zenops.cx/help/assets/qa-service-categories.png)
- The category’s QA Analysis tab shows its automated QA settings, active scorecard configuration, and evidence and guidance readiness.: [ZenOps Categories page for the Delivery · Track status category with the QA Analysis tab selected, automated QA eligibility, coverage and evaluation trigger settings, and active scorecard configuration.](https://zenops.cx/help/assets/qa-category-analysis-settings.png)