Questions

Use the Questions tab to define and manage the questions you send to requesters for compliance and quality monitoring. These questions confirm that completed work orders meet regulatory standards and quality benchmarks.

The default page view is List view, which displays all information in a spreadsheet-like format. Card view displays the same items as blocks. You can switch between views on desktop platforms by clicking either the list or card icon located at the upper right of the list. Mobile phone and tablet devices only display Card view.

In List view, resize and reorder the columns, and sort them in either ascending or descending order.

The Survey questions list view includes the following columns:

• Text: Displays the actual question you send to the requester. This is the content they read and respond to in the survey. Write clear, concise text that explains what you want to measure, such as compliance with SLAs or quality of service.

• Type: Determines how the requester provides their response and how you collect and analyze the data. The available types are:

  • Free form (text box): Open-ended responses. Use this type when you need detailed feedback, explanations, or comments that cannot be captured through predefined options.

  • Select one (radio buttons): Provides a list of options where the requester selects only one answer. Use this type for questions that require a single, definitive choice, such as rating satisfaction or confirming compliance.

  • Check all that apply (checkboxes): Displays multiple options and lets the requester select more than one. Use this type when several answers may be correct or relevant, such as identifying all services received or listing areas for improvement.

• Required: Shows whether the question is mandatory. If marked as required, the requester must answer the question before submitting the survey. Use this setting for critical compliance or quality questions that you cannot leave unanswered.

Create survey questions

Build the questions to include in compliance and quality monitoring surveys. Define each question clearly, choose a response type, and organize them in the order you want requesters to see. This ensures your surveys meet internal requirements and capture accurate feedback on service quality.

1. Go to Surveys > Questions tab.

2. In the Survey questions section click Create.

3. In the Create survey questions window, on the Main tab, enter or select the following:

   • Question text

   • Question type

   • Required

4. Click Create.

   The system creates or updates the record.

Choices

In Question type, if you choose either Select one (radio buttons) or Check all that apply (checkboxes), the Choices tab becomes available for adding answer options.

On the Choices tab, rearrange, update, or delete choices by following the same steps used for survey questions.

1. In the Create survey questions window, on the Main tab, select a Question type from the list.

2. On the Choices tab, click Add.

3. In the Add question choice window, enter a choice and click Add.

4. Continue adding question choices.

Rearrange questions

Rearrange survey questions by dragging the grab bar to set the order in which they appear on the survey. The survey must contain at least two questions.

1. Go to the Questions tab > Survey questions section.

2. On the Survey questions list, click and hold the grab bar, then drag it to a new position.

   The system rearranges the questions or choices.

Update survey questions

Modify existing survey questions to ensure relevance, accuracy, and improve quality.

1. Go to the Questions tab.

2. Locate the record you want to update and select Update from the Actions menu.

3. In the Update survey questions window, make changes and click Update.

   The system updates the record.

Delete survey questions

Delete a survey question when it's no longer relevant or adds no value to the feedback process.

1. Go to the Questions tab.

2. Locate the record you want to remove and select Delete from the Actions menu.

3. In the confirmation dialog, click Delete.

   The system deletes the record.