Using questionnaires to improve issues input

The Help Desk questionnaires are used to simplify discussions between employees acting as "call center agents" and customers; they include a series of questions to ask depending on the customer's needs and level of expertise. Once set up, this feature is automatically started when you create a Help desk issue from the Application Desktop or the Customer Portal.

Questionnaires simplify:

  • the automatic input of the issue's external description,
  • the input of the issue's fields,
  • the calculation of the issue's resolution deadlines,
  • the customized answers depending on the customer.

These questions are actually assertions displayed as pop-up messages in Akuiteo. The Help desk team must select the assertions as they are displayed.

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 a dozen of questions like this to refine the input.