Following your initial ‘diagnostic’ period (typically first 3-6 months) and once you have a solid understanding of initial levels of knowledge, it is common to start thinking about introducing scenario/application-style questions into the mix. This is usually a natural progression to move from purely ‘fact-based’ questions to now applying knowledge in a more circumstantial situation.
Tip: Use valuable internal data to inform scenario question writing – i.e. QA scores, common complaint types or error topics, high-risk compliance subjects or objection handling scenarios. This type of data can be highly informative and have a vast impact of performance or KPI improvement.