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This documentation supports the 20.19.01 version of Remedyforce.

To view the latest documentation, click

Configuring out-of-the-box surveys

By default, the following questions for incident and service request surveys are available to you:

Field Label

Help Text

ServiceDesk Performance

How well did the Service Desk handle your request?

Response Timeliness

How responsive was the Service Desk?

Staff Effectiveness

How would you rate the knowledge and attitude of the analyst? (1=Poor, 5=Outstanding)

Satisfaction

Did the assistance provided meet your satisfaction?

Comments

Any additional feedback you'd like to share with us?


The following table provides a list of resources that are provided for the out-of-the-box surveys:

Survey for

Self Service site URL

Workflow name

Email template name

Report

Incident

Organization specific. You need to copy the Self Service URL from Setup > Develop > Sites.

Notify the client when an incident is closed

Incident Survey

Dashboards tab > BMC Remedyforce Survey dashboard

Service request

Organization specific. You need to copy the Self Service URL from Setup > Develop > Sites.

Notify the client when a service request is closed

Service Request Survey

Dashboards tab > BMC Remedyforce Survey dashboard

 

The following video (5:23) shows how to configure surveys.

https://youtu.be/gcIZNrFjiSU

To configure out-of-the-box surveys

  1. To add the Survey page to the Enabled Visualforce Pages list, perform the following actions:
    1. Navigate to Setup > Develop > Sites.
    2. Copy the Self Service URL from the Site URL column and paste it in any text editor.
      You need to add the URL to the survey link in the email template. To avoid navigating to the same page again, save the URL at a location that you can access easily later.
    3. In the Site Label column, click SelfService.
    4. On the Site Details page, in the Site Visualforce Pages section, click Edit.
    5. To enable the Survey page to be viewed in Self Service, in the Available Visualforce Pages list, select BMCServiceDesk.SurveyPage and click the right arrow to move the page to the Enabled Visualforce Pages list.
    6. Click Save.
  2. To provide read, write, create, and delete access to the Survey object in the Self Service site, perform the following actions:
    1. In the Site Detail section, click Public Access Settings.
    2. On the SelfService Profile page, click Edit.
    3. In the Custom Object Permission section, select the Read, Create, Edit, Delete check boxes for the Survey object.
      This step enables clients to view, edit, and submit a survey.
    4. Click Save.
    5. To enable clients to access survey without logging on, in the Enabled Visualforce Pages list, click Edit, and select BMCServiceDesk.SurveyPage and click the right arrow to move the page to the Enabled Visualforce Pages list.
    6. Click Save.
    7. To provide field-level permissions to the questions, on the SelfService Profile page, in the Field-Level Security section, click View for Survey.
    8. On the Survey Field-Level Security for profile SelfService Profile page, click Edit.
    9. Select the Visible check box for the following:
      • Comments
      • Response Timeliness
      • Satisfaction
      • Service Desk Performance
      • Staff Effectiveness
      This step enables clients to view the questions in the survey.
    10. Click Save.
  3. To update the Self Service site URL in the email template for creating the survey link that the clients can use to access the survey, perform the following actions:
    1. Navigate to Setup > Communication Templates > Email Templates.
    2. From the Folder list, select BMC Remedyforce Emails.
    3. In the Email Template Name column, click Incident Survey or Service Request Survey.
    4. On the Custom Email Template page, click Edit HTML Version.

      You can edit custom email templates in HTML format, if you have the Edit HTML Templates permission selected for your profile. The System administrator can select the Edit HTML Templates check box on the profile page, in the Administrative Permissions section.

    5. Select http://examplesite-enterprise-edition.ap1.force.com and paste the Self Service site URL that you copied in a text editor.
    6. Click Save.
  4. To activate workflows and to link the required email templates (which contain the survey link) with the workflows, perform the following actions:
    1. Navigate to Setup > Create > Workflows & Approvals > Workflow Rules.
    2. On the All Workflow Rules page, in the Rule Name column, click the appropriate option:
      • Notify the client when an incident is closed
      • Notify the client when a service request is closed
    3. In the Workflow Action section, click Edit.
    4. In the Immediate Workflow Actions section, click the required option:
      • Notify client when service request is closed
      • Notify client when incident is closed.
    5. On the Email Alert page, click Edit.
    6. For the Email Template field, click .
    7. Select Incident Survey or Service Request Survey.
    8. Click Save.
    9. To activate the workflow, on the Email Alert page, in the Rules Using This Email Alert section, in the Action column, click Activate.

When an incident or service request is closed, an email message is sent to clients or contacts with the link to the survey.

Related topics

Overview of surveys

Troubleshooting issues when configuring surveys

Viewing survey reports

 How to customize surveys


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