Update a Survey on an Active Claim

Claims adjusters and supervisors can change the questions in a survey task while a claim is in progress, without waiting for an administrator to configure a new survey. This page explains what the Update Survey action does, then walks through adding, creating, reordering, requiring, and removing questions for a single claim. Available in Connected Claims 2.1.

What the Update Survey action does

The Update Survey action changes the survey attached to one Survey task on one claim. Claims adjusters and supervisors use it to tailor the questions for the circumstances of that claim before the task is completed.

Connected Claims creates a copy of the configured survey for each claim. The Update Survey action changes only that copy. The survey template in the Control Panel does not change, and other claims that use the same survey do not change.

In the Update Survey dialog, you can do the following:

• Add questions from the Question Bank: Select active questions that administrators already created in the Control Panel.
• Create a question for this survey only: Write a new question and choose its response type.
• Reorder questions: Move a question up or down in the survey.
• Mark questions as required: Turn on the Required toggle for any question.
• Remove questions: Remove a question from the survey for this claim.

For background on how administrators create surveys and questions, see Surveys and Questions module overview.

Prerequisites for updating a survey on a claim

Updating a survey on a claim requires the following in your Connected Claims environment:

• Survey task: The claim workflow must include a task of type Survey. To learn how administrators add survey tasks to a workflow, see Create tasks and task blocks.
• Access to the claim: You must be able to open the claim in Workspace.
• No active lock: Another user must not be updating the same survey, modifying the claim workflow, or completing the task. For details, see Troubleshoot the Update Survey action.

Open the Update Survey dialog

Opening the Update Survey dialog from the claim's Workflow tab locks the survey task for you, so no other user can change the same task while you work.

To open the Update Survey dialog:

1. In Workspace, click Claims and open the claim that contains the survey task.
2. Go to the Workflow tab.
3. In the task list, find the task of type Survey.

4. At the end of the task row, click the more options menu and select Update Survey.

   

The Update Survey dialog opens. The left pane contains the Question Bank and New Question tabs. The right pane lists the Selected Questions for this survey.

Add a question from the Question Bank

Adding a question from the Question Bank reuses a question that administrators already created, so the question keeps the wording and response type that your organization approved.

To add a question from the Question Bank:

1. In the Update Survey dialog, go to the Question Bank tab.
2. Find the question in the Question Bank list. You can enter text in the search box and click SEARCH, or filter the list by Response Type. The list shows only active questions.

3. Click + ADD next to the question.

   

The question appears at the end of the Selected Questions list.

Create a question for this survey only

Creating a question on the New Question tab adds a question that exists only in this claim's survey. The question is not added to the Question Bank.

To create a question for this survey only:

1. In the Update Survey dialog, go to the New Question tab.
2. In the Question field, enter the question text. The field accepts up to 255 characters.
3. From the Response Type dropdown, select one of the following:
   • Short Text
   • Long Text
   • Number-Integer
   • Date and Time
   • Multiple Choice
   • Single Select Dropdown
4. If you selected Multiple Choice or Single Select Dropdown, then under Response Options, click Add Option and enter at least two options.

5. Click + ADD.

   

The question appears at the end of the Selected Questions list.

Reorder, require, or remove questions

Each question in the Selected Questions list appears on its own card. The card controls change how that question behaves for this claim only.

To change a question in the Selected Questions list:

• Reorder the question: Click the Move Up or Move Down icon. The Move Up icon on the first question and the Move Down icon on the last question are greyed out because those questions cannot move further.
• Mark the question as required: Turn on the Required toggle.
• Remove the question: Click the Remove icon.

The Selected Questions heading shows the number of questions in the survey.

Save the updated survey

Saving the updated survey applies the changes to the survey task on this claim.

To save your changes:

1. In the Update Survey dialog, confirm the Selected Questions list shows the questions in the order you want.
2. Click UPDATE.

The survey task shows the updated questions the next time any user opens the task. To close the dialog without saving, click CLOSE.

Troubleshoot the Update Survey action

If you encounter issues while updating a survey, check the following:

• "At least 1 question must be included in the survey": The Selected Questions list is empty. Add a question from the Question Bank or create one on the New Question tab, then click UPDATE.

• "This activity's survey is currently being modified": You tried to complete the survey task while the Update Survey dialog is open, either in your session or in another user's. Click UPDATE or CLOSE in the open dialog, then complete the task. If the dialog was closed without clicking either button, wait 15 minutes for the lock to expire.

  

• "The workflow is currently being modified.": Another user is modifying the claim workflow. Wait for the other user to finish, then reopen Update Survey.
• "This activity is currently being completed.": Another user is completing the survey task. Wait for the other user to finish, then reopen Update Survey.
• "This activity's status is being changed.": Another user is updating the survey or changing the task status. Wait for the other user to finish, then reopen Update Survey.

The task lock releases when the user who holds it clicks UPDATE or CLOSE. If neither button is clicked, for example because the browser closed, the lock expires after 15 minutes by default. For more about how Connected Claims handles two users working the same claim, see Simultaneous editing.

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