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Asking a question in a case

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You can use the Question shape to collect a single response from a user who is processing a case. By isolating individual questions, you can selectively capture user input without the formal structure of a survey.

  1. Add the Question shape to the life cycle of your case.

    1. On the Workflow tab, click Life cycle.

    2. Hover over a process in a stage, and then click + Step More Utilities Question .

      For advanced processes, click Configure process to add the shape to the flow canvas.
    3. Click Select.

  2. Choose a question to ask the user.

    • To reuse an existing question:
      1. In the Question type list, select Rule.

      2. In the Question rule field, press the Down Arrow key and select the name of a question.

        Complex questions are excluded from the list because they are supported in surveys only.

      3. Review the information in the Question info section to verify that the question text and answer format are relevant to the case.

    • To create a virtual question:

      Use this approach when you are collecting a text response and the question is specific only to the process that contains the Question shape, because virtual questions are not reusable.

      1. In the Question type list, select Text.

      2. In the Question text field, enter the text of the question that is displayed at run time.

      3. In the Map answer to property field, press the Down Arrow key and select a property to store the value of the answer that the user provides.

    • To create a reusable question:

      Use this approach when you are collecting a response in a different format, such as a check box, or plan to reuse the question in another process or survey.

      1. Create a stand-alone question.

      2. In the Question type list, select Rule.

      3. In the Question rule field, press the Down Arrow key and select the name of your question.

  3. Optional:

    To ensure that the user provides an answer to the question, select the Required check box.

    Some formats, such as read-only text, do not support this option.

  4. Optional:

    To validate the answer that the user provides, define pre and post processing.

    1. In the Pre-question processing activity and Post-question processing activity fields, press the Down Arrow key and select the name of an activity.

      These activities are called when the user is online.

    2. In the Pre-question javascript function and Post-question javascript function fields, enter the names of functions that are bundled and attached to the harness of the case.

      These functions are called when the user is offline.

  5. Click Save.

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