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Creating and managing complex satisfaction surveys for enhanced services

As a catalog administrator, you can create a custom survey that is triggered for specific services instead of the default survey.

You can create multiple custom surveys and associate them with services. For services that are associated with custom surveys, the custom surveys are triggered instead of the default survey set in the Application settings.  

Related topics

Setting-up-satisfaction-surveys-for-enhanced-services

Designing-custom-surveys-for-enhanced-services

Before you begin

Enable the surveys feature as described in Configuring-the-default-survey-for-enhanced-services.

To create and configure a custom survey

  1. Log in to the BMC Helix Digital Workplace Catalog console as a catalog administrator.
  2. From the navigation panel, select Services > Surveys.
  3. Click New Survey.
    The Survey Designer is displayed.
  4. In the Survey Designer, add the survey questions.
    For information about how to design a custom complex survey, see Designing-custom-surveys-for-enhanced-services.
  5. Save the survey, and close the Survey Designer.
    The Survey Options panel is displayed where you can configure the survey as required:
    DWPC_Surveys managing_19.11.png

  6. To map the survey to specific services:
    1. In the Service Mapping section, click Add.
    2. From the Services Catalog, search for services.

    3. Select the services to map to your survey, and click Add.

      Note

      You can change which custom survey applies to a service.  If you select a service that is already mapped to another custom survey, the system displays the following information  message:

      DWPC_Info_message_19.11.png

      When you select to map a survey to a service that is already mapped to another survey, the previously mapped survey is removed, and the newly mapped survey becomes associated with the service.

  7. To configure how often the survey is sent to requesters, customize the Delivery Frequency value.  
    By default, the survey is sent for 100% of all completed requests.

Options to manage surveys

You can manage surveys on the Surveys page by performing any of the following tasks:

Task

Description

To view and edit a survey

Open a survey to view and edit its details and configuration.

Activate or deactivate a survey

When you add a survey, it is active by default.

If you want to temporarily disable it, you can deactivate it at any time.

Delete a survey

If you delete the custom survey that is mapped to any service, the default survey is triggered when the request is completed.

If you delete a custom survey set as the default survey, the Simple (Rating+comment) survey is automatically set as the default survey, and it is triggered when the enhanced services are completed.

You cannot delete the predefined Simple (Rating+comment) survey.

 

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