How can you customize surveys

You can customize your surveys in the following ways:

  • You can add custom questions and remove out-of-the-box questions. For more information, see Adding questions to a survey.
  • You can write a new workflow or update existing ones to send surveys to the required users and at a required time. For more information, see Configuring-workflows or Salesforce Help.
  • You can create custom email templates or edit existing email templates and use those email templates with the workflows to send your custom message along with the survey links.
  • You can add custom reports to see reports on custom questions that you add.
  • You can customize survey behavior as per your requirements by using the Survey settings. For more information, see To configure survey settings.

The following topics are provided:

Adding questions to a survey

Before adding questions, identify the key metrics that you want to measure and draft the questions as per your requirement.

These questions are added as fields in the Survey object. The out-of-the-box key metrics are saved in the Field Label field of a field, such as Response Timeliness, and the Help Text contains the question.

You must save your questions as fields in the Survey object. BMC recommends that you save questions in the Help Text field and use the Field Label field values to capture key metrics being measured by the survey (for example, client satisfaction, analyst effectiveness, and so on). Using the Field Label field to save the key metrics enables you to review feedback against those metrics. To use the Help Text field values as questions, ensure that the Use Help Text values, not Field Label, as survey questions check box is selected on the Surveys page (Remedyforce Administration > Application Settings > Surveys). For more information, see To configure survey settings.

To add questions to a survey

  1. Navigate to Setup > Create > Objects.
  2. In the Label column, click Survey.
  3. On the Survey object page, in the Custom Fields & Relationships section, click New.

  4. On the Step 1. Choose the field type page, select the type of field, and click Next.

    Note

    Fields of type Text Area (Rich) and Formula are not supported in surveys.

  5. On the Step 2. Enter the details page, perform the following actions:
    1. In the Field Label field, enter the metric on which you are measuring the response of the client.
       For example, Client Satisfaction.
    2. In the Help Text field, enter the question to display on the survey.
       For example, "Were you satisfied with the resolution provided by the agent?"

    3. Enter other required details, and click Next.

      Note

      Do not mark a field as required by using the Required check box. BMC recommends that you mark a field as required at the field set level. For more information, see To mark a field as required in a survey.

  6. On the Step 3. Establish field-level security page, you do not need to make any change. On this page, click Next, and then click Save.
  7. On the Custom Object Survey page, in the Field Sets section, in the Action column for the Incident Survey or Service Request Survey field set, click Edit.
  8. On the Incident Survey or Service Request Survey field set page, click the question (the field) that you added and drag it to the In the Field Set list.
  9. Click Save.
  10. To provide field-level permissions to the custom questions that you have added, on the SelfService Profile page, in the Field-Level Security section, click View for Survey.
    1. Navigate to Setup > Develop > Sites.
    2. In the Site Label column, click SelfService.
    3. On the Site Details page, in the Site Visualforce Pages section, click Edit.
    4. 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.
    5. Click Save.
    6. On the Survey Field-Level Security for profile SelfService Profile page, click Edit.
    7. For the custom questions that you have added, select the Visible check box.
       This step enables clients to view the questions that you have added.
    8. Click Save.

To mark a field as required in a survey

You must mark a field as required at the field set level instead of the field level.

Note

You cannot mark the out-of-the-box fields as required. If you want to make an out-of-the-box field required, add a custom field that serves the same purpose as the out-of-the-box field and mark the custom field as required.

  1. Navigate to Setup > Create > Objects.
  2. In the Label column, click Survey.
  3. On the Survey object page, in the Field Sets section, in the Action column for the Incident Survey or Service Request Survey field set, click Edit.
  4. On the Incident Survey or Service Request Survey field set page, in the In the Field Set list, click wrench_icon.gif.
  5. In the Field Set Item Properties window, select the Required check box and click OK.
  6. Click Save.

To configure survey settings

Survey settings enable you to manage surveys in a way that suits your business requirements.

  1. Click the Remedyforce Administration tab.

  2. On the Home page, click the Application Settings tile, and from the menu select Surveys.
    The following table describes the settings that are available on the Surveys page:The [confluence_table-plus] macro is a standalone macro and it cannot be used inline.

    Note

    If you want to change the labels of these settings or the labels used on the Survey page (that is sent to the client), such label names are prefixed with survey.

  3. Click Save.

 

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