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Topic

    Ian Hunter
    Best practice for capturing interview answers in incidentAnswered
    Topic posted January 4, 2016 by Ian HunterRed Ribbon: 250+ Points 
    401 Views, 9 Comments
    Title:
    Best practice for capturing interview answers in incident
    Content:

    Other than setting specific fields (subject, assigned, etc.), what's the most accepted way to capture specific answers to interview questions in an incident? For example, say I'm modeling an application that has many fields that do not need to exist as contact or incident fields, so they're not being created as custom fields. Where would I store that additional, non-field-based info?

    Best Comment

    Carl Elliott

    Are these questions being answered by the agent or by the customer online?   That would make a difference in how easy it is to capture them.   

    1. If you don't need them in fields just put the answers in the message thread or repurpose a message thread type and call it answers. This option doesn't give you many reporting options. 

    2. If the agent is filling out the info, I would suggest either a Custom Object or create survey questions.  The CO would be easier to report on.  

    3. If the customer is filling them out online, survey questions would be the easiest option to display and gather the feedback. You can do it with a custom object but it would take more coding to display and capture the info.  

    The main advantage for a CO would be you don't have to create the record for each incident.  If you are going to capture the info for every incident then system attributes or custom fields would be acceptable. 

    Comment

     

    • Carl Elliott

      Are these questions being answered by the agent or by the customer online?   That would make a difference in how easy it is to capture them.   

      1. If you don't need them in fields just put the answers in the message thread or repurpose a message thread type and call it answers. This option doesn't give you many reporting options. 

      2. If the agent is filling out the info, I would suggest either a Custom Object or create survey questions.  The CO would be easier to report on.  

      3. If the customer is filling them out online, survey questions would be the easiest option to display and gather the feedback. You can do it with a custom object but it would take more coding to display and capture the info.  

      The main advantage for a CO would be you don't have to create the record for each incident.  If you are going to capture the info for every incident then system attributes or custom fields would be acceptable. 

    • Davin Fifield

      BTW: To get several answers into a single message thread you can combine attributes together using an OPA rule, then map out that single combined attribute onto the Service Cloud thread message text. 

      As Carl states, this approach won't allow much in the way of reporting (other than full text search). But it will provide a record of all the information that was collected without needing to create custom fields for each piece of data collected by the OPA interview.

       

    • Ian Hunter

      Thanks Carl, that makes sense, and thanks for the clarification, Davin. I really needed both pieces... so basically I would use a rule (or rules, depending on the logic involved) to concatenate all the information I gathered into one huge variable and assign that to message text. Got it.

      (That works for a quick proof of concept, but that can be expanded later into either custom fields on the contact or incident objects, or if I want to get really fancy I could map the data to answers to survey questions.) 

    • Erica (Leep) Anderson

      Thanks for taking the time to mark a best answer and share what solved your questio, Ian. We appreciate it, especially how it creates valuable content to help other members who have the same question and tells other members know this thread has been solved.

      Keep those questions coming!

      ~Erica, Community Manager

    • Kurt Helfrich

      I think this thread is pointing at the answer to a post I just added.

      Could someone give an example of what the OPA rules to "to concatenate all the information I gathered into one huge variable and assign that to message text" look like?

    • Davin Fifield

      This help topic explains it.

    • Kurt Helfrich

      Thanks, Davin.  That was a big clue.  I poked around in the rest of that area and in a developer's guide I found (which said basically the same thing), but I didn't see how we can apply formatting, like headings and line breaks and stuff like that.  Have you tried to apply any formatting to the text, or at least line breaks?

      I'm hoping to have the connection working to create an incident soon so I can experiment, but it can't hurt to ask.

    • Davin Fifield

      It looks like newlines can't be injected via rules at the moment. We're looking to address that in an upcoming release.

    • Kurt Helfrich

      I think it might be possible to use the HTML content type with HTML tags to accomplish some formatting.

      I'm trying to do that, but I can't get the thread text to post into the incident to verify it.