Is it possible to update or manually change a survey score?
Survey results, Exclude survey response
The current product functionality does not allow you to manually change the score of a survey. At this time, the only option would be to exclude survey responses that are invalid, which invalidates the entire survey.
To exclude a Survey Response:
In your open survey results report, select the response you want to exclude and click the Response Exclusion button. The Response Exclusion window opens.
To exclude the response from the survey results, select the Exclude Response radio button.
Click the OK button.
Once you have excluded the survey response, you may need to click the Refresh button to see your change reflected in the survey results.
For additional information, refer to the Excluding or including survey responses section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.