We want to use a general intake script for Customer Support Orders using the the Question Tree Builder. The script should be followed when the CallTaker registers an order. The script has defined questions to be answered for each Customer Support Order when registrated to determine the correct order settings before being processed by the agents in the Support process.
But how do we make answering a Question Tree mandatory when creating and/or when an order assignment is done? Of course we prefer the possibility to use both situations.
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HI Gijs,
I did a quick review of the documentation and also created a question tree but could not see anything that indicates it could be mandatory. There are references you can put in a question tree that if the conditions are met (say product, problem code, etc.) the question tree would become available which is not the same thing as mandatory.
I do not see this as an option at this time though am checking with R&D to see if they have anything in the roadmap or available in case I missed something.
Hi Phil,
Thanks for your quick respons and check with R&D. Is there more extensive documentation available on this topic?
I could find instructions to build up the QT but this doesn't answer to question how to incorporate this within the support flow.
How can an Agent that has to handle an order within a stricked time limit see that there is a QT that should/must be followed? The References are not avaible to create these settngs. But maybe my conclusion is not correct. I hope there is another method to use the QT in this way within the Support Proces.
Awaiting your advice! Thanks Phil!
Hi Gijs,
To answer your question, how they can see if there is an available question tree, I simulated a process where I defined a question tree that was applicable to only a specific customer (other reference data validations are possible such as product, problem code, etc.) For the purpose of this example, I only used the customer and defined which customer.
If you do not insert any reference rows, the question tree should become visible to all as it would not be filtered out.
When I created a customer support order for the referenced Customer and then click on the details menu on the left, click on Question Tree, there is a question tree visible:
I suppose you could add something in the question tree text to say MANDATORY but again it cannot be enforced. Note, it also is possible to have multiple question trees applicable to the same order so the user will have to select which question tree they want to follow.
When I created a customer support order for a Customer who was not the one referenced in the question tree, the view changed to show none available.
There does not appear to be anything that will tell you there is a question tree available until you actual click on the Details - Question Tree menu option.
Further, I confirmed that it was not possible to make the question tree mandatory by logging another customer support order for the same customer and completed that order without touching the question tree. In other words, the usage of a the tree is entirely optional.
It is also possible to follow the question tree multiple times. I had followed the below three times:
After saving the record, these question trees became visible in the transaction log where you can display the questions, answers and recommendations for each instance you went through the tree.
Hopefully this helps to see how it is used in the order process and what happens when you do use it.
Hi Phil,
Thanks for your detailed analysis. Unfortunately, we have to work out a solution for the fact that we can conclude that a Question Tree can be bypassed. A good script should not be bypassed in this case, so it should be possible to include it more directly in the process.
Reading the Introduction to Question Tree Builder it suggests a better executed solution than the current implementation. If you really want to integrate this to ensure that the best and fastest path to the solution is taken, we are missing some essential tools in this functionality today. Just my critical note to close this topic. Thanks again for your quick and well-reasoned response.
Introduction to Question Tree Builder The Question Tree module is used in the creation and maintenance of routine question and answer scripts that are accessed through the service, repair and customer support orders. Call takers use the Question Tree scripts to elicit specific details from the caller regarding the nature of the problem. The answers given by the caller suggest a possible course of action based on the behavior described and in some cases, actually resolve the problem.
