Phased rollout This version of the software is currently available only to early adopter SaaS customers as the first step in our phased rollout.

Setting up satisfaction surveys for HR and IT requests

Satisfaction surveys in BMC Helix Digital Workplace provide a simple and intuitive way for end users to provide feedback for the following completed requests: 

  • IT requests from BMC Service Request Management
  • HR requests from BMC HR Case Management

Surveys give IT, HR, and other managers an indication of customer satisfaction levels and how their respective departments are performing. Each satisfaction survey has five smiley faces for users to rate their experience and an optional text field for additional comments.

The following image shows a survey as viewed when an end user clicks the survey in-app notification. The user has selected the Excellent rating:

Survey details view

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.

Related topics

Mapping-satisfaction-surveys-to-service-requests-in-BMC-Helix-Digital-Workplace

Disabling-duplicate-notifications-for-satisfaction-surveys

Setting-up-service-requests-through-BMC-Service-Request-Management

Support-for-service-request-definitions-from-BMC-Service-Request-Management
Troubleshooting survey and notification issues

How satisfaction surveys work for service requests from BMC Service Request Management

The following graphic summarizes how surveys for service requests work if they originated from BMC Service Request Management:

SRDSurveyFlow.png


Task

Action

Who

Console or component

Reference

1

Create surveys for SRDs.

BMC Service Request Management administrator

BMC Service Request Management

See Setting up surveys and viewing results.

Before you get the surveys created in BMC Service Request Management so that the surveys are available in BMC Helix Digital Workplace, review the following considerations:

  • Survey format—Surveys created in BMC Service Request Management for BMC Helix Digital Workplace must have only a single question. Only such surveys are available in the BMC Helix Digital Workplace Admin console for mapping to service requests.

  • Scoring—Surveys created in BMC Service Request Management have a ten-point scoring system. The same survey when taken from BMC Helix Digital Workplace has five-point scoring. Each smiley face has points associated to it. The points associated to the smiley face that the user selects in BMC Helix Digital Workplace are multiplied by two, and the results are saved in BMC Service Request Management.
  • Localization—For a localized service request, if a localized survey that matches the service request locale is available in BMC Service Request Management, then BMC Helix Digital Workplace uses the localized survey; if not, then BMC Helix Digital Workplace uses the survey with the default locale. The survey notification message and other system messages in BMC Helix Digital Workplace are based on the user's browser locale.
  • Customization—The custom survey text from BMC Service Request Management is retained in BMC Helix Digital Workplace. You cannot customize the Survey notification message, other system messages, and smiley face tool tips in BMC Helix Digital Workplace.

2

Enable surveys in BMC Helix Digital Workplace

BMC Helix Digital Workplace administrator

BMC Helix Digital Workplace Admin console

3

Map service request surveys to service requests in BMC Helix Digital Workplace.



BMC Helix Digital Workplace administrator

BMC Helix Digital Workplace Admin console

See Mapping-satisfaction-surveys-to-service-requests-in-BMC-Helix-Digital-Workplace.

Single-question surveys created in BMC Service Request Management are available in the BMC Helix Digital Workplace Admin console for mapping to SRDs.

You must enable the surveys feature first, and then you can map the available surveys to one service request at a time. You can map the same survey to multiple service requests. Once mapped, the surveys are synchronized with SRDs in BMC Service Request Management.

If survey notifications fromBMC Helix Digital Workplace and BMC Service Request Management are enabled, end users receive duplicate survey notifications. While end users can disable satisfaction survey notifications by updating their profile settings in BMC Helix Digital Workplace, the duplicate notifications from BMC Service Request Management must be disabled from the backend. For more information, see Disabling-duplicate-notifications-for-satisfaction-surveys.

4

Take a survey for a completed service request.

End user

BMC Helix Digital Workplace end user console

Business users receive satisfaction surveys from BMC Helix Digital Workplace for service requests when all the following conditions are met:

  • Surveys that match the specified format are created in BMC Service Request Management and mapped to service requests in BMC Helix Digital Workplace
  • The service request status changed to Completed
  • The user enabled satisfaction survey notifications in their profile settings in BMC Helix Digital Workplace

According to their profile settings, end users receive the survey notification in an email, in a news feed, under the bell notification, and as a push notification in their mobile clients. If email notifications are not sent, a BMC Helix Digital Workplace administrator can verify that email notifications are configured, as described in Configuring-email-notifications.

5

Review the service request survey results.

Service catalog manager, business analyst, or IT manager


See Viewing survey results.

The results of service request surveys are available in the AR System Report console. Any user with Action Request System (AR System) permissions to run the Survey Results Detail report can view the survey results.

How satisfaction surveys work for HR requests

The following graphic summarizes how surveys for HR requests work:

HRSurveyFlow.png


Task

Action

Who

Console or component

Reference

1

Create a survey for HR requests.

BMC HR Case Management administrator

BMC HR Case Management

See Configuring surveys.

For information about administrator permissions, see Roles and permissions in the BMC HR Case Management documentation.

Before you get the surveys created in BMC HR Case Management so that the surveys are available in BMC Helix Digital Workplace, read the following considerations:

  • Survey format—The survey created in BMC HR Case Management for BMC Helix Digital Workplace must have only two questions:

    • One drop-down question with five selection values and a five-point rating from 1 to 5
    • One optional free text question

    If the survey meets this criteria, it is automatically mapped to HR requests and is available for end users in BMC Helix Digital Workplace.

  • Scoring—Surveys taken in BMC Helix Digital Workplace have a five-point scoring system. The survey created in BMC HR Case Management must have a five-point rating from 1 to 5 to match the scoring in BMC Helix Digital Workplace. The points of the user-selected rating in BMC Helix Digital Workplace are stored in BMC HR Case Management.
  • Localization—Localized surveys cannot be created in BMC HR Case Management. So, the survey text of HR surveys in BMC Helix Digital Workplace is not localized. The survey notification message and other system messages in BMC Helix Digital Workplace are based on the user's browser locale.
  • Customization—The custom survey text from BMC HR Case Management is retained in BMC Helix Digital Workplace. You cannot customize the survey notification message, other system messages, and smiley face tool tips in BMC Helix Digital Workplace.

If survey notifications from BMC Helix Digital Workplace and BMC HR Case Management are enabled, end users receive duplicate survey notifications. End users can choose to disable satisfaction survey notification from their profile settings in BMC Helix Digital Workplace, but the duplicate notifications from BMC HR Case Management must be disabled from the backend. For more information, see Disabling-duplicate-notifications-for-satisfaction-surveys.

2

Enable surveys in BMC Helix Digital Workplace

BMC Helix Digital Workplace administrator

BMC Helix Digital Workplace Admin console

3

Take the survey for a completed HR request.

End user

BMC Helix Digital Workplace end user console

End users receive satisfaction surveys for HR requests in BMC Helix Digital Workplace when all the following conditions are met:

  • A survey that matches the specified format is created in BMC HR Case Management
  • The HR request status changed to Completed
  • The user enabled satisfaction survey notifications in their profile settings in BMC Helix Digital Workplace

According to their profile settings, end users receive the survey notification in an email, in a news feed, under the bell notification, and as a push notification in their mobile clients. If email notifications are not sent, a BMC Helix Digital Workplace administrator can verify that email notifications are configured, as described in Configuring-email-notifications.

4

Review the HR request survey results.

Business analyst or HR manager

System Settings console in the BMC HR Case Management

See Reviewing surveys.

Any user with BMC HR Case Management permissions to access the System Settings console can view the survey results.

Where to go from here

To enable and configure satisfaction surveys for enhanced catalog services, see Setting-up-satisfaction-surveys-for-enhanced-services.

 

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