This documentation supports the 22.1 version of BMC Helix Digital Workplace Basic and BMC Helix Digital Workplace Advanced. Icons distinguish capabilities available only for the Advanced and External license levels. For more information, see License types and features.

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 the Catalog console.  .

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

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

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

NativeSurveysFlow


TaskActionDetails
1

Enable surveys in the Admin console.

See Enabling surveys.
2

Enable surveys for the enhanced catalog services, and configure the default survey in the 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 in the Catalog console for specific services and perform one or more of the following steps:

  • In the Admin console, map the surveys to those services.
  • Set a custom survey as the default survey.
See Designing custom surveys for enhanced services.
4

Take the survey for a completed request in the end user console.

End users receive satisfaction surveys 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 Helix 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 end user console. For information about how to enable notifications, see Configuring status updates and notifications.

5Review the request survey results.See Reports and analysis of the enhanced service catalog.

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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