Update the values stored in optionset for Omnichannel Pre-Chat Survey Question using Javascript/Flow

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Posted on by Pratiksha Panchbhai

So currently the optionset values for omni channel Pre-chat survey dropdown is a static list.

My requirement is to update this dropdown using flow/javascript when there is change in one of the entities.

This is the question and the static list is maintained in the option values. I have a finding that these questions are stored in msdyn_surveyquestions entity, but this static list is not stored here. Can anyone tell me where this static list is stored (in which entity or which field.)

Please do let me know.

Thanks,

Pratiksha

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Hi Pratiksha,

For the Pre-chat survey:

you can try to retrieve context variable(msdyn_ocliveworkstreamcontextvariable) and context item value(msdyn_ocliveworkitemcontextitem) entities.

Regards,

Leah Ju

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Pratiksha Panchbhai on at

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Leah Ju , Thanks for your response. The context variable does have all the variables in the environment, But I want to retrieve all the value that is already stored in the variable when we create.

Like suppose I have a variable x of data type optionset... So there will be predefined values for the optionset to be able to show in the dropdown in chat. Can you help me out with that?

The entity context item value ,this entity actually stores all the values that we get from customers for the question/variable

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Hi Pratiksha,

Through my test, I find that it is not general option set type field.

In fact, it is an entity, and each option in the list is each record of Survey Answer Option(msdyn_chatansweroption) entity, which is N:1 relationship between it and survey question (msdyn_surveyquestions) entity.

For example, I create a survey question record that answer type is ‘option set’ and it has four options.

When you direct to the survey question record, the four options is listing in the sub-grid, if you click add button of the sub-grid, it will open Survey Answer Option quick create form.

So if you want to add or delete one option in the list with the flow, you need use ‘create new record’ or ‘delete a record’ action that associate with ‘options’ survey question.

Regards,

Leah Ju

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