Designing custom surveys for catalog services

As a catalog administrator, you can add and design custom surveys. You might need to design a custom survey and set it as the default survey for all complete services or create custom surveys specific to certain services.

You can access the Survey Designer from the Surveys page in Catalog console.

Required license

DWP Advanced icon.png BMC Helix Digital Workplace Advanced

Survey Designer overview

The Survey Designer is similar to the Question Designer and consists of the following elements:

Questions panel
Canvas

The following image shows the Survey Designer:

DWPC_Survey Designer_19.11.png

Questions panel overview

Questions listed in this panel are grouped into:

Process Questions

Click here to read about Process Questions.

The Process questions panel displays the default questions. The Survey Designer includes a single Rating process question type that is specific to surveys. The predefined Rating question is available on the canvas for new surveys.

The Rating question is displayed to end users as a selection question with five possible values that are displayed as smileys with the following hints:

Terrible
Disliked
Okay
Good
Excellent

Warning

Do not delete this question from the survey. The Rating question is a required process question. You cannot save the survey without this question, and will have to cancel the survey.

You cannot add a second Rating question to a questionnaire.

User Generated Questions

Click here to read about User Generated Questions.

The User Generated Questions panel displays your custom questions. The Survey Designer supports the following question types, which you can use to build a custom survey:

Checkbox
Date & Time
Dropdown (single select)
Radio Button
Text Area
Text Field

These question types are the same as those that are available in the Question Designer. The only difference is that not all settings available in the Question Designer are available in the Survey Designer for each of the supported question types. For information about these question types and their configuration settings, see Adding-questions-to-a-questionnaire.

The following table describes which settings are available for each question type:

Question type ->	Rating	Text Area	Text Field	Checkbox Dropdown (single select) Radio Button	Date & Time
Rich Text Format
Label	The setting is required.	The setting is required.	The setting is required.	The setting is required.	The setting is required.
Question Values
Default Value
Required
Regular Expression
Date Restrictions

The setting is available for the question form element type.

The setting is not available for the question form element type.

Tip

The Default Value setting is not available for check box, dropdown (single select), and radio button. However, you can create question values in the Question Values area, and then set one of the values as the default.

Canvas overview

The canvas represents the survey questionnaire. By default, a new survey displays the default Rating question. You can perform the following actions on the canvas:

Add simple and conditional questions
Drag and drop questions to rearrange the order
Edit questions in the survey questionnaire
Copy questions to the survey questionnaire
Delete questions from the survey questionnaire
Translate added questions in supported languages

Tip

Be aware that conditional questions have dependencies on other questions. If a conditional question depends on a second question, when you delete the second question, you must first remove the dependency. You cannot save the service questionnaire until you remove the dependency. For details about conditional questions, see Building-conditional-questionnaires.

To design a custom survey

Log in to the Catalog console as a catalog administrator.
Add a survey as described in Creating-and-managing-custom-surveys-for-catalog-services.
In the Survey Designer, open a newly added survey.
Review the default Rating question, and customize it as required:
- Change the default Label field.
- Configure the default Question Values. You can set Stars instead of the default Faces:
Perform the followings steps to add each custom question:
1. In the User Generated Questions section, click Add, and then select Question.
2. In the Question Designer panel, select a question type from the Form Element Type list, and configure it as required.
(Optional) To add a conditional question, perform the following steps:
1. To add a conditional branch, perform one of the following tasks:
  - On the canvas, click New conditional branch.
  - In the User Generated Questions section, click Add, and then select Conditional branch.
2. After you have added a conditional branch, use one of the following operators to configure a query for the condition:
  - is
  - is not
For more information about how to add conditions to questions, see Building-conditional-questionnaires.
(Optional) To translate the added questions:
1. Select a question on the canvas, and click Edit.
2. In the Question Designer panel, click Languages.
3. Clear the Use default language check box.
4. From the languages list, select a language (locale) for which you want to add a service name and version translations.
5. In the Label field, enter a translated text and press Enter.
6. (Applicable only to Checkbox, Dropdown single select, Radio Button questions) In the Question Values area, enter a translated text for each Display Value field.
7. Click Save.

Before you begin

To learn how survey frequency settings work, see Survey-delivery-settings-version-23-3-02-and-later.

(Version 23.3.02 and later) To set the frequency for a custom survey

Log in to the Catalog console console as a catalog administrator.
From the navigation panel, select Services > Surveys.
Perform either of the following steps:
- Set the survey frequency while creating a New Survey. On the Survey Options panel, turn on the Frequency adjustment configuration with the toggle key.
- Open an existing survey, and on the Survey Options panel, turn on the Frequency adjustment configuration with the toggle key.
Select either of the following options and enter the number based on how often you want your users to receive a survey:
- Percentage of requests
  By default, the survey is sent for 100% of all completed service requests mapped to the custom survey.
  Example: The percentage signifies the probability of a survey being sent to the users for their completed requests. The following example shows that the possibility of triggering a survey for the user is 50% for completed requests that are mapped to the custom survey.
  
  Services for new laptops or accessories are mapped to the custom survey named Laptop Request Feedback.
  If a user submits requests for the following items:
  - Keyboard
  - Headphone
  Then, each survey has a 50% possibility of being sent to the end user after completing the request. The possibility is calculated every time independently for each survey.
- Days since last survey
  Example: The number of days after which a custom survey named Laptop Request Feedback will be sent to the end users is set to 7 days, as shown in the following example:

(Optional) Select the check box associated with Only apply logic to requests made against the same service.
This setting applies to users who have previously requested the service and had their request resolved. If users submit the request again and get the same service resolved again, the defined frequency rules will be applied to those requests.
Important
This setting applies only to the Days since last survey option and not to the Percentage of requests option.

Refer to the image of Percentage of requests configuration.
Click Save.

Important

The survey level frequency settings override the global frequency settings only for services mapped to particular custom surveys. Global setting rules apply to all other services.