This documentation supports the 20.08 version of BMC Helix Business Workflows.

To view the documentation for the previous version, select 20.02 from the Product version menu.



Enabling the display of survey feedback from BMC Helix Digital Workplace Advanced

As a case business analyst, you can enable the display of survey feedback for BMC Helix Digital Workplace Advanced service requests in BMC Helix Business Workflows. The survey details are displayed in the case activity feed of the cases that are created through BMC Helix Digital Workplace Advanced service requests. You can enable the display of survey feedback globally for all companies or for a specific company. Case agents can view the feedback submitted by the BMC Helix Digital Workplace Advanced users. Case agents can view the survey ratings, questions, and answers in the survey information. This helps the case agents to understand the user satisfaction level.

Process to enable display of survey feedback

The following figure describes the process of enabling case agents to view survey feedback from BMC Helix Digital Workplace Advanced:

To add a survey configuration

By default, the survey configuration is disabled at global level and this default configuration applies to all companies. If you want to enable the display of survey feedback, you must add a new configuration.

Important

If you define configurations at company specific level and global level, the company specific configuration takes precedence over the global level configuration.

To add a survey display configuration, perform the following steps:

  1. Log in to BMC Helix Business Workflows.
  2. Click My Application Settings .
    The Settings page opens in a new browser tab.
  3. Select Application Configuration > Common Configurations.
  4. Click  ADD_DWP_SURVEY_ON_CASE.

  5. In the Configuration Values of ADD_DWP_SURVEY_ON_CASE section, click Add, and fill the following fields based on the action that you want to perform:

    ActionField valuesExample
    Enable the display of survey feedback at global level
    • Configuration ValueClick to enable the display of survey feedback.
    • CompanySelect Global.

    Disable the display of survey feedback at global level
    • Configuration Value—Click to disable the display of survey feedback.
    • CompanySelect Global.

    Enable the display of survey feedback for a specific company
    • Configuration ValueClick to enable the display of survey feedback.
    • CompanySelect the company for which you want to display survey feedback.

    Disable the display of survey feedback for a specific company
    • Configuration ValueClick to disable the display of survey feedback.
    • CompanySelect the company for which you do not want to display survey feedback.

    Important

    If you disable the configuration to display survey feedback for a specific company, the survey feedback that is submitted after you disable the configuration is not displayed in the activity feeds of the cases that are created through BMC Helix Digital Workplace Advanced. However, the survey feedback submitted before disabling the configuration is displayed in the case activity feeds.

  6. Click Save.

Related topics

Viewing case activities and adding activity notes

Empowering BMC Helix Digital Workplace Advanced users to create cases in BMC Helix Business Workflows

Setting up satisfaction surveys for enhanced services

Designing custom surveys for enhanced services

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