Configuring the default survey for enhanced services

As a catalog administrator, you enable and configure surveys for enhanced services in Application Settings in the Catalog console. Enhanced services are processed through BMC Helix Digital Workplace Catalog. The default survey is sent when the status of the enhanced service request is changed to Completed. However, you can configure custom surveys to replace the default survey.

Required license

DWP Advanced icon.png BMC Helix Digital Workplace Advanced

Default survey types

You can configure either of the following survey types for the default survey:

Survey type	Description
Simple (Rating +comment)	A predefined simple survey is the default selection when you enable surveys for enhanced services. You cannot customize this survey by changing the icons or text of this survey. To complete this survey, an end user selects a smiley face, and then submits the survey. Additional questions are displayed depending on the end user's answer: If an end user selects any of the Terrible to Good smiley faces, the label for the optional feedback field reads, "How can we improve?" If an end user selects the Excellent smiley face, the label reads, "Excellent! Tell us what you liked." The following image shows the predefined Simple (Rating +comment) survey:
Custom survey	You can set a custom survey as the default survey. For a custom survey, you can design a questionnaire and configure the questions that you want to be displayed. For information about designing custom surveys, see Designing-custom-surveys-for-enhanced-services. The following image shows a custom survey with custom icons and conditional questions:

Survey type

Description

Simple (Rating +comment)

A predefined simple survey is the default selection when you enable surveys for enhanced services. You cannot customize this survey by changing the icons or text of this survey.

To complete this survey, an end user selects a smiley face, and then submits the survey. Additional questions are displayed depending on the end user's answer:

If an end user selects any of the Terrible to Good smiley faces, the label for the optional feedback field reads, "How can we improve?"
If an end user selects the Excellent smiley face, the label reads, "Excellent! Tell us what you liked."
The following image shows the predefined Simple (Rating +comment) survey:

Custom survey

You can set a custom survey as the default survey.

For a custom survey, you can design a questionnaire and configure the questions that you want to be displayed. For information about designing custom surveys, see Designing-custom-surveys-for-enhanced-services.

The following image shows a custom survey with custom icons and conditional questions:

DWPC_Compex surveys with conditional questions_19.11.png

Survey limit and frequency

You can limit the frequency of surveys sent to the end users. The following two settings define the limit and frequency of the surveys:

Survey delivery limit—Specifies the number of days during which no survey will be sent to the end users.
Survey delivery frequency—Specifies the percentage of service requests created the by end user for which survey will be sent.

Example of limiting the frequency of surveys

The catalog administrator has configured the following survey limit and frequency:

Survey delivery limit - 7 days
Survey delivery frequency - 50%

The following image shows an example of how the survey will be sent to the end user who creates multiple service requests over a period of 10 days:

Example_survey delivery limit and frequency.png

Excluded services

By default, when you enable surveys for enhanced services, surveys are sent to end users for every enhanced service request that is completed. However, you might want to disable surveys for some of the enhanced services. You can add those services to the exclusion list so that surveys are not sent when those service requests are completed.

Important

If you add a service to the Excluded Services list, and then associate this service with a custom survey, the custom survey will be sent to end users when the underlying service request is completed. End users will also receive notifications for changes in status, depending on how you configured status updates and notifications.

Before you begin

Enable surveys for services. For more information, see Enabling-surveys

To configure the default survey for enhanced services

Log in to the Catalog console as a catalog administrator.
To open Application Settings, click the configuration gear icon ().
To enable surveys for services:
1. Click the arrow for Surveys.
2. Click the Generate surveys for completed requests toggle key.
From the Default Survey list, select a survey that you want to be triggered when a service request is completed.
(Optional) To exclude services from generating surveys:
1. Click Add next to Excluded Services.
2. Search for services from the catalog, select them, and then click Add.
Click Close and Save.

To set the survey limit and frequency

Log in to the Catalog console as a catalog administrator.
To open Application Settings, click the configuration gear icon ().
Set the survey delivery limit:
1. Click the arrow for Surveys.
2. Select the Survey delivery limit check box.
3. Specify the number of days after which a survey will be sent to the end users.
  Example: 7 days, as shown in the following example:
Set the survey delivery frequency:
1. From the Catalog console, select Services > Surveys.
2. Select the check box corresponding to the survey for which you want to set the delivery frequency.
3. To view the survey option, from Actions, click Open.
4. In the Delivery Frequency, specify the percentage of times you want to send the survey.
  Example: 50 percent. The end user will receive a survey for 50 percent of the submitted service requests, as shown in the following example:

You have now limited the survey delivery frequency to the end users.

Where to go from here

You can create custom surveys and associate them with specific services. These surveys will be triggered instead of the default survey. For information about how to create and configure custom surveys, see Creating-and-managing-complex-satisfaction-surveys-for-enhanced-services.