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Siebel SmartScript Administration Guide > Fundamentals of SmartScript Creation > Best Practices For SmartScript Construction >
Creating Questions
You create questions in the SmartScript Question Administration view. Because questions are stored separately from the script itself, they can be used more than once in a script and can be used in multiple scripts. A question element can be an instruction to the agent or employee on how to proceed or to an agent on how to interact with the customer. Or, it can be a block of text to be read and acted on by the user. See Working with Questions, Answers, and Translations for more information on creating questions. To create a question
- Navigate to Site Map > SmartScript Administration > Questions.
- Click New, and in the More Info form, enter the question's attributes.
Table 2 details the attributes a question can have. Table 3 shows the question answer types you have to choose from.
Table 2. Question Attributes
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Name |
Identifier used by the administrator for the question. |
Answer Type |
Data type for the answer to this question. See Table 3 for a list of answer types. |
Answer Control |
Indicates which answer control you will use to display your question, such as radio button, drop-down list and so on. For more information on answer controls, see Displaying Answers Within a SmartScript. |
Pick Only |
Indicates that the answer must be chosen from the list of answers attached to the question. If this box is not checked, you may still use a picklist, but agents may enter answers that are not on the list. |
Must Answer |
Indicates whether this question is optional, always required, or required only if it is reached. Note that when a question has branches from all of its answers, the Must Answer attribute must be set to Must Answer or Answer if Reached. |
Default Answer |
The default answer displayed for the question. |
Save Answer Table |
If the script session is being saved, selecting this flag will also save this question and answer to the answer table. |
Table 3 describes the data types that are available as answer types for SmartScript questions.
Table 3. SmartScript Question Answer Types
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String |
Alphanumeric characters |
Integer |
Whole number only |
Number |
Numerals only |
Currency |
Numerals only; uses currency code and exchange date for currency conversion |
Boolean |
Yes or No answer; usually displayed as a check box |
Date |
Date only |
Date & Time |
Date and time |
Time |
Time only |
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