A user question element is included within a CRM script to guide the end user through the customer interaction, capturing a specific response that will control the progression of the workflow. The user question will be presented as text and should not be conveyed to the customer i.e. its existence and purpose is for an internal audience only.
The procedure to define the attributes of a user question element is as follows:
- 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.
- Using the Element Type drop-down field, select the option User question.
- Click on Launch Script Editor. The Script Editor window is displayed.
- Construct the desired user question text to be revealed via the selected element node. This prerequisite step is covered separately in the topic To compose element text using the CRM script editor.
- 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.
- 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.
- Where a response to the user question is Mandatory, activate the tick box provided.
- Using the Response Data Type field, select a parameter value that matches the required user question response type - Date Only, Date Time, Decimal, Integer, Lookup, Table Lookup, Text, Time Only, True or False. The corresponding criteria fields are activated.
- Enter the required data type criteria, range, lookup or system table and column values to control the user 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.
- Optionally, to map the question response to a user defined field of the same data type, select the desired UDF Mapped Field from the filtered drop-down list.
- 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 user 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
