Configuring the default survey for catalog services

As a catalog administrator, you enable and configure surveys for catalog services in Application Settings in the Catalog console. The services are processed through BMC Helix Digital Workplace Catalog. The default survey is sent when the status of the service request is changed to Completed. However, you can configure custom surveys to replace the default survey.

To learn about survey configuration, see and To set the post-request survey frequency.

Required license

DWP Advanced icon.png BMC Helix Digital Workplace Advanced

Default survey types

You can configure one of the following survey types for the default survey:

Survey type	Description
Simple (Rating +comment)	A predefined simple survey is the default selection when you enable surveys. You cannot customize this survey by changing the icons or text of this survey. To complete this survey, an end user selects a smiley face, and then submits the survey. Additional questions are displayed depending on the end user's answer: If an end user selects any of the Terrible to Good smiley faces, the label for the optional feedback field reads, "How can we improve?" If an end user selects the Excellent smiley face, the label reads, "Excellent! Tell us what you liked." The following image shows the predefined Simple (Rating +comment) survey:
Custom survey	You can set a custom survey as the default survey. For a custom survey, you can design a questionnaire and configure the questions that you want to be displayed. For information about designing custom surveys, see Designing-custom-surveys-for-catalog-services. The following image shows a custom survey with custom icons and conditional questions:

Survey type

Description

Simple (Rating +comment)

A predefined simple survey is the default selection when you enable surveys. You cannot customize this survey by changing the icons or text of this survey.

To complete this survey, an end user selects a smiley face, and then submits the survey. Additional questions are displayed depending on the end user's answer:

If an end user selects any of the Terrible to Good smiley faces, the label for the optional feedback field reads, "How can we improve?"
If an end user selects the Excellent smiley face, the label reads, "Excellent! Tell us what you liked."
The following image shows the predefined Simple (Rating +comment) survey:

Custom survey

You can set a custom survey as the default survey.

For a custom survey, you can design a questionnaire and configure the questions that you want to be displayed. For information about designing custom surveys, see Designing-custom-surveys-for-catalog-services.

The following image shows a custom survey with custom icons and conditional questions:

DWPC_Compex surveys with conditional questions_19.11.png

Before you begin

Enable surveys for services. For more information, see Enabling-surveys.

To learn how survey frequency settings work, see Survey-delivery-settings.

To learn how surveys work for excluded services, see Excluded services.

To configure the default survey for catalog services

Log in to the Catalog console as a catalog administrator.
To open Application Settings, click Application Settings .
To enable surveys for services:
1. Click the arrow for Post-request surveys.
2. Turn on the Post-request survey setting with the toggle key.
Select a survey from the Template list that you want to be triggered when a service request is completed.
(Optional) To exclude services from generating surveys:
1. Click Add next to Excluded Services.
2. Search for services from the catalog, select them, and then click Add.
(Optional) Using the Frequency adjustment configuration, set the global level survey frequency according to your preference.
To learn how to set the survey frequency at the global level, see To set the post-request survey frequency.
Click Save.

To set the post-request survey frequency

The frequency configuration on the Post-request Survey panel is the default frequency configuration for all surveys. For setting global level frequency, perform the following steps:

Log in to the Catalog console as a catalog administrator.
To open Application Settings, click Application Settings .
Set the survey delivery frequency:
1. Click the arrow for Post-request surveys.
2. Turn on the Frequency adjustment configuration with the toggle key.
3. Select either of the options and enter a number based on how often you want your users to receive a survey:
  - Percentage of requests
    Important
    By default, the survey is sent for 100% of all completed requests.
    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%.
    
    If a user submits requests for the following items:
    - Monitor
    - USB drive
    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 survey will be sent to the end users is set to 15 days, as shown in the following example:
4. (Optional) Select the check box associated with Only apply logic to requests made against the same service according to the intended preference.
  When you select this check box, the defined frequency rules are applied to users who have previously requested the same service and had their request resolved.
  Important
  This setting applies only to the Days since last survey option and not to the Percentage of requests option.
Click Save.

Important

The global level frequency settings are applied only when the specific service is not mapped to a custom survey.

Where to go from here

You can create custom surveys and associate them with specific services. These surveys will be triggered instead of the default survey. For information about how to create and configure custom surveys, see Creating-and-managing-custom-surveys-for-catalog-services.