Questions Tab Fields

The following fields display on the Questions tab in the Answer Details section:

  • Answer Format: Select an Answer Format from the drop-down list.
  • This Text: Allows you to specify an answer.

TIP: It may be helpful to add Other as a response when using This Text in case the answer needed hasn't been listed.

  • Yes: Select if the answer to the question could be Yes.
  • No: Select if the answer to the question could be No.
  • Unknown: Select if the answer to the question could be Unknown.
  • Date: Select if the answer to the question is a date.
  • Free-form Response: Select to allow the call taker to enter exactly what is reported.

If Date or Free-form Response is selected as an answer, no other answers may be added to the question. An error message appears when trying to add any other responses. If a different format is wanted, highlight the item in the Question Answers list and click Delete before adding the new response.

  • Answer: This field cannot be edited once a Question Answer is added unless the Answer Format is set to This Text.
  • Priority: Select a priority for the given answer. These priorities are defined under Preferences > General > Priority Values.
  • Map Layer: Select a Map Layer to populate either the Submit To or Dispatch To fields based on location. See Configure Answers to Populate Dispatch or Submit To Fields for further instructions.
  • Submit To: Select a Submit To employee for the request template if all requests of this type are submitted to the same employee or department. If you select an employee here, you do not need to select a Map Layer or Submit To Field.
  • Submit To Field: Select a Submit To Field in addition to a Map Layer to populate the Submit To field based on the location of a service request.
  • Dispatch To: Select a Dispatch To employee for the request template if all requests of this type are dispatched to the same employee or department. If you select an employee here, you do not need to select a Map Layer or Dispatch To Field.
  • Dispatch To Field: Select a Dispatch To Field in addition to a Map Layer to populate the Dispatch To field based on the location of a service request.
  • Next Question: If you're using the branch QA Model, select the question that will follow based on this answer.
  • Instructions: Enter any Instructions for the given answer for the call taker to follow or pass along to the caller.