Defining Customer Questions
A customer question is used to capture specific information related to a request. For example:
• A customer can be asked questions about a service call being reported.
• A customer can be asked one or more questions during a start, stop or transfer service request
The responses to customer questions are captured on the Response object that is linked to either a customer service request or a service task.
You can access the portal from Admin > General > Customer Question. You are brought to a query portal with options for searching for a specific question. Once a question is selected, you are brought to the maintenance portal to view and maintain the selected record.
The following zones appear as part of the portal's Main tab page:
• Customer Question: This zone provides information on question and answers.
• Service Code List: This zone displays a list of associated service codes. It is hidden if no service code is associated to the current question.
Refer to embedded help for more details.