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Creating Questions

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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

Question Setting	Description
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

Answer Type	Description
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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