To define the attributes of a script question element

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A script question element is included within a CRM script to guide the end user in capturing a specific response during the customer interaction that will control the progression of the workflow. The script question is intended to be read out to the customer verbatim; hence the precise wording and supporting help text must be structured in such a way as to be clearly conveyed and understood.


The procedure to define the attributes of a script question element is as follows:

  1. Prerequisite procedural steps are covered separately in the topic To add a node element to a CRM script definition. Refer to these before proceeding to step 2.
  2. Using the Element Type drop-down field, select the option Script question.
  3. Click on Launch Script Editor. The Script Editor window is displayed.
  4. Construct the desired script question text to be revealed via the selected element node. This requisite step is covered separately in the topic To compose element text using the CRM script editor.
  5. Use the Question Help Text field to add a tool tip that will aid the end user in their understanding of the question and the range of possible responses.
  6. Enter a Tag Node Name to explicitly reference the user question element for subsequent inclusion in conditional actions i.e. the tag will appear in the statement builder, underneath the Script Answer entity heading. The syntax must exclude spaces and special characters (? / \ # & ! ^ % £ $) 1.
  7. Where a response to the script question is Mandatory, activate the tick box provided.
  8. Using the Response Data Type field, select a parameter value that matches the required script question response type - Date Only, Date Time, Decimal, Integer, Lookup, Table Lookup, Text, Time Only, True or False. The corresponding criteria fields are activated.
  9. Enter the required data type criteria, range, Lookup or system table and column values to control the script question response type 1. Alternatively, to define specific parameter values within a custom 'lookup' response type, select Node Lookup from the Response Data Type drop-down field and click on Define Lookup Values to configure the desired components. This requisite step is covered separately in the topic To define lookup values for a question element 2.
  10. Optionally, to map the script question response to a user defined field of the same data type, select the desired UDF Mapped Field from the filtered drop-down list.
  11. Click on Save.


Tip

1 To aid in identification purposes, it is good practice to devise and uphold a consistent naming convention for all custom tag node names.

Note

1 No additional criteria is required for data types Date Only, Date Time, Time Only and True or False.

2 Any bespoke parameter values created for a Node Lookup response type will be specific to this script question element only.


See related topics...

CRM script maintenance overview

To add a node element to a CRM script definition

To compose element text using the CRM script editor

To define lookup values for a question element