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Setting up satisfaction surveys for enhanced services

As a catalog administrator, you can set up satisfaction surveys for enhanced services. These surveys help you to analyze whether end users are satisfied with the enhanced services provided by you. The end user feedback is recorded in the Satisfaction Survey report, which you can view in  BMC Digital Workplace Catalog.

If you configure surveys for enhanced services, the surveys are automatically sent to service requesters when the services are completed. 

Related topic

Setting-up-satisfaction-surveys-for-HR-and-IT-requests

Process overview of satisfaction surveys for requests processed from BMC Digital Workplace Catalog

The following graphic summarizes the process of setting up and completing the survey requests:

NativeSurveysFlow.png


Task

Action

Who

Console or component

Details

1

Enable surveys in BMC Digital Workplace.

Administrator

BMC Digital Workplace Admin console

2

Enable surveys for the enhanced catalog services, and configure the default survey.

Catalog administrator

BMC Digital Workplace Catalog console

When you enable surveys for enhanced services, the default survey is sent to end users for every enhanced service request that gets completed. 

See Configuring-the-default-survey-for-enhanced-services.

(Optional) 3

Create custom surveys for specific services and perform one or more of the following steps:

  • In the BMC Digital Workplace Admin Console, map the surveys to those services.
  • Set a custom survey as the default survey.

Catalog administrator

BMC Digital Workplace Catalog console

4

Take the survey for a completed request.

End user

BMC Digital Workplace end user console

End users receive satisfaction surveys from BMC Digital Workplace for requests when the following conditions are met:

  • The service request status changed to Completed.
  • The satisfaction survey notifications are set in the user's profile settings in BMC Digital Workplace.

The bell notification is automatically sent to end users when the service request is completed and tasks 1 and 2 above are completed.

To enable email and push notifications for surveys, end users must configure these settings in their preferences in the BMC Digital Workplace end user console. For information about how to enable notifications, see To enable configurable notifications in BMC Digital Workplace.

5

Review the request survey results.

Catalog administrator

BMC Digital Workplace Catalog console

When an end user submits a survey, the confirmation message about the survey being recorded is displayed, and the survey notification disappears from the in-app notifications.

 

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