Configure Branch Questions and Answers

Questions are used to facilitate call takers in gathering the information needed and to provide standard responses to callers for each type of request. Branch questions display one at a time and the answer selected determines the next question.

NOTE: Linear questions, where the user can see all the questions at once and answer only the applicable ones, can be used instead of branch questions. See Configure Linear Questions and Answers for more information.

1. Select a service request template from the Templates panel.
2. On the General tab of the Details panel, select Branch from the QA Model drop-down list.
3. Click the Questions tab.

Existing questions display in the Questions section.

See Add or Edit a Branch Question and Add or Edit a Branch Answer to continue configuring branch questions and answers.