Support questionnaires allow you to ease the exchanges between the help desk and customers by offering a set of questions to ask to the customer according to his level of expertise and need. This functionality, once configured, is triggered as soon as you create a support request from the Application Desktop or from the Customer Portal Website.
Questionnaires facilitate:
These questions are assertions displayed in pop-up screens in Akuiteo. The Support team must select the assertions as they go along.
Example
Question 1: Your computer brand is DELL / APPLE / ACER.
Question 2: The year of manufacture is before 2013 / in 2013 / after 2013.
Question 3: the Operating System installed is Windows / Mac OS / Linux.
You can add dozen of questions like this to refine the input.
To learn more about it, read the following sections: