Setting Up Customer Service Request Questions

A customer service request type can define one or more questions to ask during the flow of customer service requests, such as self-service New Service, Add Service, Stop Service and Transfer Service.

Refer to Understanding Customer Service Request Questions for more information.

To configure questions, open Admin > Customer > Customer Service Request Type and navigate to the Questions tab page.

The Questions List zone displays all questions that are configured for the customer service request type. Search filters are provided, to allow specific search using any of the following criteria: Person/Business, Customer Class, Premise Type (applicability), SP Type (applicability), Sort Sequence (range) and Status.

The Question zone displays when a record is broadcast from the Questions List. Refer to the zone's embedded help for more details.

The Questions Tree zone shows the hierarchical structure of the questions, including conditional questions. Each node navigates to the Customer Question configuration.

Note: The Questions Tree is built on the Tree object in Framework. Refer to Trees and Customizing the Questions Tree for more information.