When a customer changes their mind about how they want to complete their survey, the survey type can be updated directly in the customer record. There is no need to create a new record.
Changing the type
Open the customer record and select Create/Resend Survey. Use the drop-down to select the new survey type. For example, a record set up as a self-survey can be switched to a Smart Consult.
Scheduling the new survey
Switching to Smart Consult opens the calendar, where the survey is scheduled the same way as usual. Select a date and time and click Start Now or Schedule. The customer then receives the communication about their scheduled appointment. An onsite survey is scheduled the same way.
ℹ️ A move can support multiple surveys, and the survey type can be changed as many times as needed.