Questions and Response Processing

A customer service request type defines the questions to ask the customer during the flow of self-service start / stop / transfer service requests. Questions are presented, based on the applicability to the customer and / or the premises / SPs / SA(s) being started or stopped.

The responses to questions can be inputs to service eligibility criteria processing, to determine: start options (for new/additional services), additional SAs to start (e.g. non-SP-based SAs) and changes to whether or not selected services (for start / stop) are eligible to be started / stopped.

Questions can also be configured to update person / account / premise / SP / SA attributes and characteristics with the captured responses when the start / stop / transfer service request is processed or completed.

The following sections describe question configuration and response processing.