Setting Up Response-Related Updates

Question responses can trigger updates to Person, Account and / or Premise attributes and characteristics, when the request is processed or completed. A Response-Related Update defines: the object to update, the object's atrribute / field to update and the algorithm that will process the update. The base product provides algorithms that store question responses in: characteristics, a table fields (on the object's primary table), or a custom element in the object data area (CLOB) field (on Person).

Refer to Understanding Response-Related Updates for more information.

To configure Related Updates, open Admin > Customer > Customer Service Request Type and navigate to the Response-Related Updates tab page.

The Response-Related Updates List zone shows all questions that are currently configured for the customer service request type. Each can be configured with a related update that stores the response to the question in a field / attribute / characteristic on Person, Account or Premise. Click Add Related Update or Edit Related Update to configure the related update.

The Respons-Related Update zone displays when a record is broadcast from the Response-Related Updates List. Refer to the zone's embedded help for more details.