Collecting feedback through images in email messages
When you close an incident, you can configure the Notify the client when an incident is closed
workflow to send an email to the client of the incident and allow the client to provide feedback about how you have resolved the incident. If you embed images in the email template, it is easier for your clients to click these embedded images to indicate their feedback. This feedback is stored in the Feedback field of the Incident
object. After you configure the images in the email template, you can create a QuickView to display all incidents for which you have received negative feedback.
The following steps provide an overview of how to collect feedback from customers through email message:
- Upload the images to be used for collecting feedback to the document library in the Documents tab.
- Create a new email service.
- Update the
Incident Email Template 6 Feedback Image
email template to use the uploaded images. - Configure the
Notify the client when an incident is closed
workflow to use the Incident Email Template 6 Feedback Image email template to send notification emails. - Create a QuickView to display the feedback received from clients.
To collect feedback through images in email
Click the Documents tab.
Note
If the Documents tab is not visible, click the All Tabs tab (the plus icon) and click Documents.
- In the Recent Documents section, click New.
- In the 1. Enter details section, in the Document Name field, type Thumb Up.
The Document Unique Name field is populated with the value from the Document Name field, and the spaces in the Document Name field are replaced by underscores. - To make this image available in HTML email templates without requiring a Salesforce.com user name and password, select the Externally Available Image check box.
- From the Folder list, select Shared Documents.
If you do not have a Shared Documents folder, perform the following actions to create this folder:- Click the Documents tab.
- In the Document Folders section, click the Create New Folder link.
- In the Document Folder Label field, type Shared Documents.
- From the Public Folder Access list, select Read/Write.
- Ensure that the This folder is accessible by all users option is selected.
- Click Save.
- (Optional) In the Description field, type
Icon of Thumbs Up
. - To browse to the location where the image you want to use for positive feedback is located, in the 2. Select the File section, click Browse.
- Select the required image and click Open.
- Click Save.
- Copy the URL in the Address Bar of your browser and paste it in a Notepad file.
This URL is the unique image ID of the Thumbs Up document. This URL is used to embed the Thumbs Up document in the feedback email template. - Click the Documents tab.
- To upload the Thumbs Down image that you want to use for negative feedback, repeat step 2 through step 10.
- Navigate to Setup > Company Profile > Company Information.
- In the Organization Detail section, copy your Salesforce.com Organization ID to the Notepad file that contains the image IDs of the Thumbs Up and Thumbs Down documents.
Your Notepad file must contain the following information:
Thumbs Up: https://na7.salesforce.com/015A0000001l60zThumbs Down:
https://na7.salesforce.com/015A0000001l6zvSalesforce.com Organization ID: 00DA0000000KdzC
- Click the Remedyforce Administration tab.
- On the Home page, click the Configure Email tile, and from the menu select Email Services.
- Click New Email Service.
- In the Email Service Name field, type
BMCServiceDesk_CloseIncidentEmailListener
as the name of your email service. - Click the Apex Class lookup.
- To reduce the number of search results displayed in the lookup window, in the Search field, type Close and click Go.
- Click the CloseIncidentEmailListener Apex class.
From the Accept Attachments list, select All.
Note
BMC recommends that you make this selection even though the CloseIncidentEmailListener Apex class does not support incoming attachments.
To ensure that attachments are not lost or deleted from the email, select the Convert Text Attachments to Binary Attachments check box.
Note
BMC recommends that you make this selection even though the CloseIncidentEmailListener Apex class does not support incoming attachments.
- To enable the email service, select the Active check box.
- Depending on the requirements of your organization, configure the remaining fields.
For more information, see the Salesforce Help. - Click Save.
- To configure an email address for this email service, click New Email Address.
- In the Email address field, type the user name of the email address.
Salesforce.com creates and assigns a unique domain name to the email address.
For more information, see the Salesforce Help. - Clear the contents of the Accept Email From text box.
- Click Save.
The Salesforce unique email address is associated with theBMCServiceDesk_CloseIncidentEmailListener
email service.
In this example, the unique email address isBMCServiceDesk_closeincidentemaillistener@6dqzvno3f3muklfsv6dbow28p.in.salesforce.com
- Copy the Salesforce unique email address to your Notepad file.
- Click the Remedyforce Administration tab.
- On the Home page, click the Configure Email tile, and from the menu select Email Templates.
- From the Folder list, select BMC Remedyforce Emails.
Depending on when you have initiated your Salesforce.com organization, the Folder list might display SDE Emails instead of BMC Remedyforce Emails. If you have SDE Emails in the Folder list, select SDE Emails. - In the Email Template Name column, click Incident Email Template 6 Feedback Image.
To view the Visualforce code for this template, in the Email Template section, click Edit Template.
Note
BMC recommends that you save a copy of the existing Visualforce code for this template before you make updates to the code.
- Navigate to line 27 of the code.
<a href="mailto:testnewemail@2r66eq4a2rv1y6iy39k7xyur8.in.salesforce.com?subject=
Feedback%20is%20positive%20for%20Incident%20Number%20{!relatedto.Name}&body=
Caution%20:%20Please%20do%20not%20change%20subject%20of%20the%20email.
%20If%20you%20change%20the%20subject,%20BMC%20ServiceDesk%20on%20Force.com
%20cannot%20track%20your%20feedback%20for%20the%20incident."> In line 27, replace the testnewemail@2r66eq4a2rv1y6iy39k7xyur8.in.salesforce.com email address with the
BMCServiceDesk_closeincidentemaillistener@6dqzvno3f3muklfsv6dbow28p.in.salesforce.com email
address that you have created for the BMCServiceDesk_CloseIncidentEmailListener email service.
Before the update After the update <a href="mailto:testnewemail@2r66eq4a2rv
1y6iy39k7xyur8.in.salesforce.com?subject=
Feedback%20is%20positive%20for%20Incident
%20Number%20{!relatedto.Name}&body=
Caution%20:%20Please%20do%20not%20change
%20subject%20of%20the%20email.
%20If%20you %20change%20the%20subject,
%20BMC%20ServiceDesk%20on%20Force.com
%20cannot%20track%20your%20feedback%20for
%20the%20incident."><a href="mailto:BMCServiceDesk_
closeincidentemaillistener@
6dqzvno3f3muklfsv6dbow28p.in.
salesforce.com?
subject=Feedback%20is%20
positive%20for%20Incident
%20Number%20{!relatedto.Name}
&body=Caution%20:%20Please%20
do%20not%20change%20subject%20
of%20the%20email.%20If%20you%20
change%20the%20subject,%20BMC%20
ServiceDesk%20on%20Force.com
%20cannot%20track%20your%20feedback
%20for%20the%20incident.">In line 28, update the URL of the image with the correct name of the Salesforce.com
server that hosts your Salesforce.com organization.
For example, if thena7
Salesforce.com server hosts your Salesforce.com organization
and line 28 containsap1
as the Salesforce.com server, replaceap1
withna7
.Note
Check your Salesforce.com URL to determine which server hosts your Salesforce.com organization.
Before the update
After the update
<img id="Logo1" src="https://
ap1
.salesforce.com
/servlet/servlet.ImageServer?id=
putimageid&oid=
putorgid" width="40" height="33"
style="border:0px;"/><img id="Logo1" src="https://
na7
.salesforce.com
/servlet/servlet.ImageServer?id=
putimageid&oid=
putorgid" width="40" height="33"
style="border:0px;"/>In line 28, replace the
putimageid
with the image ID of the Thumbs Up document.
In our example, the URL for the Thumbs Up document is:
https://na7.salesforce.com/015A0000001I60z
Therefore, the unique ID is015A0000001I60z
. Replaceputimageid
with015A0000001I60z
.Before the update
After the update
<img id="Logo1" src="https://
na7
.salesforce.com
/servlet/servlet.ImageServer?id=putimageid
&oid=
putorgid" width="40" height="33"
style="border:0px;"/><img id="Logo1" src="https://
na7
.salesforce.com
/servlet/servlet.ImageServer?id=
&oid=
015A0000001I60z
putorgid" width="40" height="33"
style="border:0px;"/>In line 28, replace the
putorgid
with your Salesforce.com Organization ID.
In our example, the Salesforce.com Organization ID is:00DA0000000KdzC
Before the update
After the update
<img id="Logo1" src="https://
na7
.salesforce.com
/servlet/servlet.ImageServer?id=
&oid=
015A0000001I60zputorgid
" width="40" height="33"
style="border:0px;"/><img id="Logo1" src="https://
na7
.salesforce.com
/servlet/servlet.ImageServer?id=
&oid=
015A0000001I60z00DA0000000KdzC
" width="40" height="33"
style="border:0px;"/>In line 36, replace the testnewemail@2r66eq4a2rv1y6iy39k7xyur8.in.salesforce.com email address
with the BMCServiceDesk_closeincidentemaillistener@6dqzvno3f3muklfsv6dbow28p.in.salesforce.com
email address that you have created for the BMCServiceDesk_CloseIncidentEmailListener email service.
Before the update After the update <a href="mailto:testnewemail@2r66eq4a2rv1
y6iy39k7xyur8.in.salesforce.com?subject=
Feedback%20is%20negative%20for%20
Incident%20Number%20{!relatedto.Name}&body=
Caution%20:%20Please%20do%20not%20change
%20subject%20of%20the%20email.
%20If%20you%20change%20the%20subject,
%20BMC%20ServiceDesk%20on%20Force.com
%20cannot%20track%20your%20feedback
%20for%20the%20incident."><a href="mailto:BMCServiceDesk_
closeincidentemaillistener
@6dqzvno3f3muklfsv6dbow28p.in.
salesforce.com?
subject=Feedback%20is%20negative%
20for%20Incident%20Number%20
{!relatedto.Name}&body=Caution%20:
%20Please%20do%20not%20change
%20subject%20of%20the%20email.
%20If%20you%20change%20the%20subject,
%20BMC%20ServiceDesk%20on%20
Force.com%20cannot%20track%20
your%20feedback
%20for%20the%20incident.">In line 37, update the URL of the image with the correct name of the Salesforce.com
server that hosts your Salesforce.com organization.
For example, if thena7
Salesforce.com server hosts your Salesforce.com
organization and line 37 containsap1
as the Salesforce.com server, replaceap1
withna7
.Note
Check your Salesforce.com URL to determine which server hosts your Salesforce.com organization.
Before the update
After the update
<img id="Logo2" src="https://
ap1
.salesforce.com
/servlet/servlet.ImageServer?id=
putimageid&oid=
putorgid" width="40" height="33"
style="border:0px;"/><img id="Logo2" src="https://
na7
.salesforce.com
/servlet/servlet.ImageServer?id=
putimageid&oid=
putorgid" width="40" height="33"
style="border:0px;"/>In line 37, replace the
putimageid
with the image ID of the Thumbs Down document.
In our example, the URL for the Thumbs Down document is:
https://na7.salesforce.com/015A0000001I6zv
Therefore, the unique ID is015A0000001I6zv
. Replaceputimageid
with015A0000001I6zv
.Before the update
After the update
<img id="Logo2" src="https://
na7
.salesforce.com
/servlet/servlet.ImageServer?id=putimageid
&oid=
putorgid" width="40" height="33"
style="border:0px;"/><img id="Logo2" src="https://
na7
.salesforce.com
/servlet/servlet.ImageServer?id=
&oid=
015A0000001I6zv
putorgid" width="40" height="33"
style="border:0px;"/>In line 37, replace the
putorgid
with your Salesforce.com Organization ID.
In our example, the Salesforce.com Organization ID is:00DA0000000KdzC
Before the update
After the update
<img id="Logo2" src="https://
na7
.salesforce.com
/servlet/servlet.ImageServer?id=
&oid=
015A0000001I6zvputorgid
" width="40" height="33"
style="border:0px;"/><img id="Logo2" src="https://
na7
.salesforce.com
/servlet/servlet.ImageServer?id=015A0000001I6zv
&oid=00DA0000000KdzC
" width="40" height="33"
style="border:0px;"/>- Click Save.
The embedded icons appear in the email template. - Click the Remedyforce Administration tab.
- On the Home page, click the Manage Workflows and Approvals tile, and from the menu select Workflow Rules.
- In the Rule Name column, click the Notify the client when an incident is closed workflow.
- In the Workflow Actions section, click Edit.
- In the Immediate Workflow Actions section, in the Actions column, click Edit.
- To configure this workflow to use the Incident Email Template 6 Feedback Image email template, click the Email Template lookup.
This workflow currently uses the Incident Email Template 6 email template. - Select the Incident Email Template 6 Feedback Image email template.
- Click Save.
In the upper-right section of the Step 3: Specify Workflow Actions page, click Done.
When an incident is closed, the following email with the embedded images is sent to the client of the incident.Note
If the embedded images do not appear in the email, Outlook has blocked them from automatically downloading and displaying in the email. To permanently display images in email, navigate Tools > Trust Center > Automatic Download, clear the Don't download pictures automatically in HTML e-mail messages or RSS items check box, and click OK.
When the client clicks the required image to provide feedback, a new email message is created and the positive or negative feedback is displayed in the subject of the email message.
This email is sent to the BMCServiceDesk_closeincidentemaillistener@6dqzvno3f3muklfsv6dbow28p.in.salesforce.com email address that you created for theBMCServiceDesk_CloseIncidentEmailListener
email service.- You can create a QuickView or a custom Salesforce report to view the feedback you have received from clients. To create a QuickView view the negative feedback that you have received from clients, perform the following actions:
- Click the Remedyforce Dashboard tab.
- In the left navigator, click Catalog > QuickViews.
- Click New Query.
- In the General tab, type Negative Feedback as the name that you want to assign to the QuickView.
- In the Description field, type
All incidents for which the client has provided negative feedback
. - To share this QuickView with all staff members, select the Everyone check box.
- Click Next.
- From the Data Source list, select Incident as the data source of the QuickView.
- In the Available Fields list, select the following fields that must appear in the QuickView:
Incident #
Client ID
Priority
Open Date & Time
Due Date & Time
Close Date & Time
Compliant
--The Compliant field is a new formula field that determines whether the incident was closed before the due date. Add this field to the QuickView to determine if this could be the cause for the negative feedback.Feedback
To move the selected fields from the Available Fields list to the Selected Fields list, click the right arrow.
Note
The fields display in the QuickView in the order in which you have added the fields. You can select a field and click the up arrow or the down arrow to modify the position of the field in the display order of the QuickView.
- To add a new condition, in the Query Conditions section, click Add Row.
- From the Select Field list, select the State Open data field.
- From the Operator list, select the = comparison operator.
- From the Field Value list, select False.
- From the Logical Operator list, select AND.
- To add a new condition, click Add Row.
- From the Select Field list, select the Feedback data field.
- From the Operator list, select the = comparison operator.
- In the Field Value list, type Negative.
- Click Next.
- In the Table View tab, click Next.
- In the Chart View tab, click Next.
- In the Calendar View tab, click Save.
- In the left navigator, click Catalog > Dashboards.
- To add the QuickView to the dashboard, select the Negative Feedback QuickView.
- From the Catalog toolbar button, click the Add a QuickView.
The Negative Feedback QuickView appears on the dashboard.
The QuickView displays all incidents for which clients have provided negative feedback.
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