If an appropriate survey configuration is applied in the System Settings > Foundation > Survey Configuration, self-service users receive email notification containing links to survey forms they are asked to fill out. Self-service users receive surveys only when a condition is met, such as case is resolved.
The following image shows a sample survey that the end users are asked to complete:
After self-service users complete surveys, Standard Administrators and Standard Masters can view the submitted answers in the System Settings > Foundation > Survey Review.
Perform the following steps to review a survey:
Select a survey from the results table and click Modify.
Review the results in the following fields:
Field | Description |
---|---|
Max Rating | The sum of the highest possible rated answers defined in the survey configuration |
Surveyed Rating | The sum of the rated answers that the employee entered in the survey form |
Score (%) | Score percentage is calculated automatically based on the Max Rating defined in the survey configuration, and Surveyed Rating calculated based on the employee's answers. Score value = (Surveyed Rating * 100) : Max Rating. For example, if Maximum Rating is 10, and the Surveyed Rating submitted by self-service user is 5, then the score is 50%. |
Rating Threshold Percentage (%) | This value flags a case when the quality of case completion is considered inappropriate. The rating threshold value is defined in the survey configuration. If the Score % value is less than the Rating Threshold % value, the employee's manager receives a notification if it is configured in survey configuration. For example, if the Rating Threshold Percentage is 60%, and the percentage of scored answers is 50%, the notification is sent. |
Who will receive Surveys? | The group involved in the survey completion as defined in the survey configuration. |
Requester Email Address | Email address of the case requester as defined in the Case form. |
On Behalf Email Address | Email address of On Behalf Of user as defined in the Case form. |
Source Record ID | The unique database identifier of the case as defined in the Case form. |
From the Survey Questions table, select a question and review the answer in the Selected Answer table.