Order - Questions & Misc Fields

This page has several purposes:

• The order's Campaign can define questions to be posed to customers when an order is taken. For example, you could ask the customer "marketing survey" questions (e.g., please rate our service, how do you heat your home?, etc.). This page allows you to capture the customer's response.
• The order's Campaign can also be setup to capture additional fields to be updated on the order's person / account / premise when the order is completed. For example, you could indicate that the account's override due date and automatic payment options should be captured when an order is taken. This page allows you to capture these field values.
• The order's Campaign can also be setup to pose eligibility-oriented questions that qualify the customer for packages of goods and services. For example, you might have a campaign with packages that can only be selected if the customer commits to a year's worth of service. This page allows you capture the customer's response to these types of questions.
• After entering the above information (and the information on the Main page), you can use this page to select a package of goods and services for the customer.
• You can use this page to switch the campaign on the order (which would result in new questions and miscellaneous fields appearing).

Open this page using Sales & Marketing, Order and then navigate to the Questions & Misc Fields tab.

Description of Page

Order contains a concatenation of the customer's name, campaign, package (if the order is completed), status and start date. Order ID is the system-assigned unique identifier of the order. These values only appear after the order is added to the database.

Status contains the state of the order. Refer to Lifecycle of an Order for information about the valid values and the state transition rules. Additional information may also be displayed based on the status:

• If the order's status is Held, the following information is also displayed: the hold reason, the name of the user who held the order, and the date and time when a reminder for the order is due to be created.
• If the order's status is Canceled, the following information is also displayed: the cancel reason, the name of the user who canceled the order, and the date and time when the order was canceled.
• If the order's status is Complete, the following information is also displayed: the name of the user who completed the order and the date and time when the order was completed.

Press the Hold button to hold a Pending order. Refer to Order - Hold Dialog for a description of the pop-up window used to hold an order.

Press the Cancel button to cancel a Pending or Held order. Refer to Order - Cancel Dialog for a description of the pop-up window used to cancel an order.

If the Campaign has been setup to allow the completion of orders without selecting a package, a button appears to the right of Cancel. The label that appears in the button is defined on the Campaign. When pressed, the order is completed. When the order is completed,

• The "V" is setup / updated.
• All questions and miscellaneous fields (defined on the next tab) are posted to the appropriate object.
• Optional plug-ins are executed.
• You will be transferred to the order completion transaction that's defined on the Campaign (if any).

If the order references an existing person, account, or premise and the related person / account / premise has changed after their information was snapshot on the order, the Out of Sync section appears. This section highlights which objects have changed since the order was last saved. In addition, the Sync button appears. When pressed, the order is updated with the current field values for these objects.

The number and type of Questions & Misc Fields is controlled by the Campaign.

Each row in this grid has a Prompt and a Response. The value of each Prompt is defined on the Campaign. The Response holds the answer supplied by the customer. Please note the following about the Response field:

• On a Campaign, you can indicate which questions / miscellaneous fields are required. The Response for a required field is prefixed with an asterisk - * .
• The value of a Response can default from a variety of sources:
  • If an existing person was selected on the Main page AND the response is used to capture a person characteristic, the existing characteristic value will be defaulted.
  • If an existing premise was selected on the Main page AND the response is used to capture a premise characteristic, the existing characteristic value will be defaulted. If no value exists, the characteristic values will default based on the postal defaults associated with the service address's Country and Postal.
  • If an existing account was selected on the Main page AND the response is used to capture an account characteristic, the existing characteristic value will be defaulted.
  • Otherwise, the characteristic value is defaulted from the Campaign.
• The type of field used to capture a Response is controlled by the Campaign. Depending on the type of Response you may see Go To buttons and Search buttons.

After entering the Responses to the Questions & Misc Fields, press the Show Eligibility button.

The following may occur when this button is pressed:

• If a new customer is specified on the Main page, a warning will advise you that a new person will be added. The system needs to add a new person so that an audit of the customer interaction exists.
• The tree expands to show the Order - Eligibility Tree containing package, ineligible package, error package, and other campaign nodes:
  • Each Package node contains a package that is linked to the campaign whose Eligibility Criteria allows its selection by the customer. You can expand this node to see the various service agreements that will be created if you select the package. Selecting one of these packages causes the Order - Package Confirmation page to appear in which you can confirm your selection.
  • The Ineligible Package(s) node contains packages whose Eligibility Criteria prevents their selection by the customer.
  • The Error Packages node contains packages whose Eligibility Criteria have returned errors (if any).
  • The other campaign(s) node contains alternative campaigns that may be substituted for the current campaign on the package. Selecting one of these campaigns will cause the campaign to be changed on this order. Changing a campaign on an order will result in new questions and miscellaneous fields appearing. Refer to The Big Picture Of Campaign Eligibility for more information.