I am submitting this S4 on behalf of Central Square.
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Auto Respond has to mark it as a "Full match" when there is an exact match of the question in AL. Now what is happening is even though we have a similar match of the question if the responses header and number of response columns do not have the same count it marks as a partial match. Now the customer is asking even though we have similar questions in the AL why it brings it as a partial match, why this cannot be corrected to bring the result in the full result. I have included a few examples below to substantiate the request.
This was already discussed with Viswa and Shivaalini and they requested to submit an S4.
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Examples from their instance
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Central Square team has concerns with the auto-response. They have a question in the project and they have similar answers in AL but when they use the auto respond it brings in a partial match. On further troubleshooting, we found that the project question has 2 response fields and in Al only one response field which is the reason it brings a partial match.
Since one of the answers still doesn't match, this is labeled as a 'partial match'.
But the customer is saying while saving to AL they saved along with the comment response filed, but it was skipped because they haven't filled anything in the response field.
Because of this, it brings a partial match, if they need a full match they need to add the comments filed to all the responses in the AL which they never want to add. So in this scenario what can be done?
Call Recording
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Call from 11/9 (Start at minute 27 for example, providing video in its entirety for visibility)
Call from 10/24 (Can start at 16 minute mark to hear frustrations, client walks through another example around minute 30)
Also providing a client-provided video (attached) and screenshots below.
