Note

 

This documentation supports the 20.16.01 version of Remedyforce.

To view the latest documentation, click

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:

  1. Upload the images to be used for collecting feedback to the document library in the Documents tab.
  2. Create a new email service.
  3. Update the Incident Email Template 6 Feedback Image email template to use the uploaded images.
  4. 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.
  5. Create a QuickView to display the feedback received from clients.

To collect feedback through images in email

  1. Click the Documents tab.

    Note

    If the Documents tab is not visible, click the All Tabs tab (the plus icon) and click Documents.

  2. In the Recent Documents section, click New.
  3. 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.
  4. 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.
  5. From the Folder list, select Shared Documents.
    If you do not have a Shared Documents folder, perform the following actions to create this folder:
    1. Click the Documents tab.
    2. In the Document Folders section, click the Create New Folder link.
    3. In the Document Folder Label field, type Shared Documents.
    4. From the Public Folder Access list, select Read/Write.
    5. Ensure that the This folder is accessible by all users option is selected.
    6. Click Save.
  6. (Optional) In the Description field, type Icon of Thumbs Up.
  7. 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.
  8. Select the required image and click Open.
  9. Click Save.
  10. 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.
  11. Click the Documents tab.
  12. To upload the Thumbs Down image that you want to use for negative feedback, repeat step 2 through step 10.
  13. Navigate to Setup > Company Profile > Company Information.
  14. 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/015A0000001l60z
    Thumbs Down: https://na7.salesforce.com/015A0000001l6zv
    Salesforce.com Organization ID: 00DA0000000KdzC
  15. Click the Remedyforce Administration tab.
  16. On the Home page, click the Configure Email tile, and from the menu select Email Services.
  17. Click New Email Service.
  18. In the Email Service Name field, type BMCServiceDesk_CloseIncidentEmailListener as the name of your email service.
  19. Click the Apex Class lookup.
  20. To reduce the number of search results displayed in the lookup window, in the Search field, type Close and click Go.
  21. Click the CloseIncidentEmailListener Apex class.
  22. 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.

  23. 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.

  24. To enable the email service, select the Active check box.
  25. Depending on the requirements of your organization, configure the remaining fields.
    For more information, see the Salesforce Help.
  26. Click Save.
  27. To configure an email address for this email service, click New Email Address.
  28. 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.
  29. Clear the contents of the Accept Email From text box.
  30. Click Save.
    The Salesforce unique email address is associated with the BMCServiceDesk_CloseIncidentEmailListener email service.
    In this example, the unique email address is 
    BMCServiceDesk_closeincidentemaillistener@6dqzvno3f3muklfsv6dbow28p.in.salesforce.com
  31. Copy the Salesforce unique email address to your Notepad file.
  32. Click the Remedyforce Administration tab.
  33. On the Home page, click the Configure Email tile, and from the menu select Email Templates.
  34. 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.
  35. In the Email Template Name column, click Incident Email Template 6 Feedback Image.
  36. 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.

  37. 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.">
  38. 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 updateAfter 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.">

  39. 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 the na7 Salesforce.com server hosts your Salesforce.com organization
    and line 28 contains ap1 as the Salesforce.com server, replace ap1 with na7.

    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;"/>

  40. 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 is 015A0000001I60z. Replace putimageid with 015A0000001I60z.

    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=
    015A0000001I60z
    &oid=
    putorgid" width="40" height="33"
    style="border:0px;"/>

  41. 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=
    015A0000001I60z
    &oid=
    putorgid" width="40" height="33"
    style="border:0px;"/>

    <img id="Logo1" src="https://na7.salesforce.com
    /servlet/servlet.ImageServer?id=
    015A0000001I60z
    &oid=
    00DA0000000KdzC" width="40" height="33"
    style="border:0px;"/>

  42. 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 updateAfter 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."> 

  43. 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 the na7 Salesforce.com server hosts your Salesforce.com
    organization and line 37 contains ap1 as the Salesforce.com server, replace ap1 with na7.

    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;"/>

  44. 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 is 015A0000001I6zv. Replace putimageid with 015A0000001I6zv.

    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=
    015A0000001I6zv
    &oid=
    putorgid" width="40" height="33"
    style="border:0px;"/>

  45. 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=
    015A0000001I6zv
    &oid=
    putorgid" 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;"/>

  46. Click Save.
    The embedded icons appear in the email template.
  47. Click the Remedyforce Administration tab.
  48. On the Home page, click the Manage Workflows and Approvals tile, and from the menu select Workflow Rules.
  49. In the Rule Name column, click the Notify the client when an incident is closed workflow.
  50. In the Workflow Actions section, click Edit.
  51. In the Immediate Workflow Actions section, in the Actions column, click Edit.
  52. 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.
  53. Select the Incident Email Template 6 Feedback Image email template.
  54. Click Save.
  55. 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 the BMCServiceDesk_CloseIncidentEmailListener email service.

  56. 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:
    1. Click the Remedyforce Dashboard tab.
    2. In the left navigator, click Catalog > QuickViews.
    3. Click New Query.
    4. In the General tab, type Negative Feedback as the name that you want to assign to the QuickView.
    5. In the Description field, type All incidents for which the client has provided negative feedback.
    6. To share this QuickView with all staff members, select the Everyone check box.
    7. Click Next.
    8. From the Data Source list, select Incident as the data source of the QuickView.
    9. 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
    10. 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.

       

    11. To add a new condition, in the Query Conditions section, click Add Row.
    12. From the Select Field list, select the State Open data field.
    13. From the Operator list, select the = comparison operator.
    14. From the Field Value list, select False.
    15. From the Logical Operator list, select AND.
    16. To add a new condition, click Add Row.
    17. From the Select Field list, select the Feedback data field.
    18. From the Operator list, select the = comparison operator.
    19. In the Field Value list, type Negative.
    20. Click Next.
    21. In the Table View tab, click Next.
    22. In the Chart View tab, click Next.
    23. In the Calendar View tab, click Save.
    24. In the left navigator, click Catalog > Dashboards.
    25. To add the QuickView to the dashboard, select the Negative Feedback QuickView.
    26. 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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