Question Mappings

You can assign a call template for Users who submit a query using the Ask a Questionfeature in the Self Service Portal.

Users who are registered on Self Service Portal can Ask a Question. You can create question maps so that when they specify particular knowledge profiles, services and/or issue types, a particular call template will be used to log a call for their question.

Creating a Question Mapping

Before you start

You must have Self Service Portal Setup enabled within your General Access Security Role in order to configure any Self Service Portal administration settings.

Ask Questions must be selected in the Self Service Portal Settings window for Users to use this feature.

  1. Select Menu and then Admin. Select System Administration. The System Administration window is displayed. In the Explorer pane, locate the Self Service Portal group, scrolling down if necessary. You may need to expand the group to see the options within it.

    Select Question Mappings to open the window.

  2. Existing question maps are displayed in the browse table. You can see the name of the question map, the knowledge profile, entity and issue type it is filtered by, as well as the call template users are presented with on selection of these options. (You may like to adjust the column widths to see all of the columns.)
  3. Select . The Question Mapping Details window is displayed .
  4. In the Name field, type a name for the Question Mapping you are defining.
  5. Specify the option/s for the Question Map. You can select one or a combination of the following options:

    6. Knowledge Profile Select the checkbox to filter the question map by knowledge profile. Then select and pick an option from the Knowledge Profile list.

    The options within this list are defined in Knowledge Profiles.

    Service Select the checkbox to filter the question map by service. Then select a service using the Search button .
    Type Select the checkbox to filter the question map by issue type. Then select and pick an option from the Type list.

    The issue types in this list are defined in Type Tiers.
    Call Template Use the drop-down list to select the call template you want to use for the question map.

    The call templates in this list are defined in Type Tiers.

  6. Select to save the changes. Provide the Change Reasons if prompted to do so.

  7. If you leave all of the options deselected, you will receive a warning message that the system default question map already has these settings, and will not be able to save your changes. You must select at least one of the filter options.

Updating a Question Mapping

Before you start

You must have Self Service Portal Setup enabled within your General Access Security Role in order to configure any Self Service administration settings.

  1. Select Menu and then Admin. Select System Administration. The System Administration window is displayed. In the Explorer pane, locate the Self Service Portal group, scrolling down if necessary. You may need to expand the group to see the options within it.

    Select Question Mappings to open the window.

  2. Existing question maps are displayed in the browse table. You can see the name of the question map, the knowledge profile, entity and issue type it is filtered by, as well as the call template users are presented with on selection of these options. (You may like to adjust the column widths to see all of the columns.)
  3. Select the Question Map you want to modify by clicking on the entry from the browse table. The entry is highlighted.
  4. Select . The Question Mapping Details window is displayed.
  5. Update the settings as required.
  6. Select to save the changes. Provide the Change Reasons if prompted to do so.

  7. If you leave all of the options deselected, you will receive a warning message that the system default question map already has these settings, and will not be able to save your changes. You must select at least one of the filter options.

Deleting a Question Mapping

Before you start

You must have Self Service Portal Setup enabled within your General Access Security Role in order to configure any Self Service Portal administration settings.

You cannot delete the system default. This is typically called Unspecified, but may have been renamed by your system administrator.

You cannot reverse this procedure. If you delete a question map by mistake, you have to re-create the entry by creating a new question map.

  1. Select Menu and then Admin. Select System Administration. The System Administration window is displayed. In the Explorer pane, locate the Self Service Portal group, scrolling down if necessary. You may need to expand the group to see the options within it.

    Select Question Mappings to open the window.

  2. From the browse table, select the Question Map you want to delete.
  3. Select . If you attempt to delete the system default, you will receive a warning message.
  4. Select to save the changes. Provide the Change Reasons if prompted to do so.