Creating surveys with Catalog Curator

Required license
BMC Helix Service Management service

Setting up satisfaction surveys for catalog services

Surveys are essential tools for organizations to gather feedback and assess user satisfaction after a service is completed. As a catalog administrator, you can use the AI capabilities of Catalog Curator to create surveys efficiently in BMC Helix Digital Workplace Catalog. Creating surveys manually can be a time-consuming process. Catalog Curator interprets your prompts and generates a summary of survey parameters based on your requirements. You can review the summary, make real-time edits, and finalize the survey by entering an assertive response. This approach reduces manual effort and ensures consistency across feedback forms.

Scenario

Hannah, a catalog administrator at Apex Global, manages IT asset requests for laptops and monitors through the BMC Helix Digital Workplace Catalog. She wants to create a survey to collect feedback on delivery speed and overall satisfaction. Instead of building the survey manually, Hannah uses Survey Assistant in Catalog Curator:

She enters a prompt in the chat field: Create a survey to measure satisfaction for IT asset requests with a 5-point star rating. Ask if delivery was timely and include a comment field. Support English, French, and Spanish. No specific delivery restrictions.
Catalog Curator generates a survey and displays a tabular summary with attributes such as name, locales, rating scale, and questions.
Hannah reviews the summary and decides to make a few changes. She adds an extra question about the packaging of the delivered asset and removes one question that feels redundant.
She also adds a conditional question that asks for improvement suggestions only if the satisfaction rating is below 3 stars.
After reviewing the real-time edits to the summary, she confirms with an assertive reply: "Looks good." The survey has been generated and is ready to be mapped to the relevant catalog services.

Considerations for survey creation by using Catalog Curator

Review the following supported and unsupported scenarios before using the Survey Assistant:

For the supported LLM models, see Models in BMC HelixGPT.
The supported out-of-the-box agentic skill for creating surveys is Catalog Survey Curator, and the out-of-the-box agent is Catalog Survey Curator. For more information, see Out-of-the-box skills in BMC Helix Digital Workplace.
You can translate surveys to all the locales supported by BMC Helix Digital Workplace Catalog. For more information, see Localizing catalog items and Supported languages and locales.
Mapping surveys to specific services is not supported through Catalog Curator.
You can assign surveys to services only from the Catalog console after they have been created.
Accessing the Catalog Curator via the Microsoft Teams interface is not supported.
Editing existing surveys through the Catalog Curator chat is not supported.
You can set the delivery frequency for the survey through the Catalog Curator chat. For more information, see Survey delivery settings.

You can design surveys with the following types of questions:

Click here to see the supported question types and their configurable details:

Question Type	Configurable Details
Checkbox	Label, Description, Display Value, Stored Value, Required
Date and Time	Label, Description, Date Restrictions, Default Value, Required (Operations not supported)
Dropdown (Single Select)	Label, Description, Question Values (Display Value, Stored Value), Required
Radio Button	Label, Description, Question Values, Required
Text Area	Label, Description, Default Value, Regular Expression, Required (Operations not supported)
Text	Label, Description, Default Value, Regular Expression, Required (Operations not supported)

Before you begin

Make sure you have set the preferred language model for the out-of-the-box skill. For more information, see Enabling and configuring Catalog Curator.
Make sure that the Catalog Curator is enabled. To configure this setting in the Catalog console, select Application settings > Catalog curator.
(Optional) Enable localization if you want to create surveys in multiple locales. In the Catalog console, select Application settings > Service Catalog > Multi-language.
(Optional) Select the preferred Rating scale before creating the survey. In the Catalog console, select Application settings > Post-request survey > Rating scale. This scale type is used in the generated surveys with Catalog Curator; otherwise, CSAT is used as the default. When you change the scale type, a confirmation prompt appears, and all available survey templates are automatically updated to align with the new scale type.

To create a survey with Catalog Curator

Log in to the Catalog console as a catalog administrator.
From the navigation panel, select Services > Surveys.
Click Survey Assistant.
The Catalog Curator chat window is launched.
(Optional) Click Guide me to refer to the sample prompt.
Enter a prompt that describes the purpose and requirements of the survey.
For example,
Create a survey to assess the onboarding experience for new employees to measure overall satisfaction.
Ask if the process was clear and if resources were provided on time. Support English and German.
Review the summary of survey attributes.

Click here to see interface:

The summary contains the following details:
Details Attributes
Base information Survey Name, Languages, Scale Type, Delivery Restrictions
Questionnaire Label, Description, Type, Additional Details

Details	Attributes
Base information	Survey Name, Languages, Scale Type, Delivery Restrictions
Questionnaire	Label, Description, Type, Additional Details

(Optional) Modify survey attributes listed in the summary from the following actions:

Actions	Modification prompt examples
Add or remove questions	Add a question: What was the most helpful part, and what could be improved?
Edit the delivery frequency settings	Set the delivery frequency to one survey per requester every 30 days.
Add conditional questions For more information, see Considerations for survey creation with conditional questions.	Show an additional question asking for improvement suggestions only if the satisfaction rating is below neutral.
Change the visual for the rating scale (CSAT only)	Change the rating scale visual from emojis to stars.
Change the custom label for the rating scales	Update the NPS label from “Not likely” to “Not at all likely.”
Change the sequence of the questions	Move Q11 and Q12 below Q7.

Click here to see interface:

Confirm by entering an assertive and clear reply, such as 'Create survey' or 'Looks good.'
After your confirmation, the survey is created. It is active and available for mapping to catalog services.

Click here to see interface:

Click here to view a newly created survey, which is ready to be mapped with services:

You can verify the details, edit if necessary, and then map to the relevant services:

Best practice

We recommend reviewing the generated survey in the Survey Designer interface of the Catalog console before assigning it to services.
Verify the survey details, including questions, rating scale, delivery settings, and conditional logic, and then map the survey to the relevant catalog services.
We recommend starting a new chat topic for each survey when creating multiple surveys in a single Catalog Curator chat session.

Example prompts to create surveys

HR services

Create a survey to gather feedback on HR requests.
Include questions about whether the process felt intuitive and quick, and if the issue was resolved as expected.
Add an optional comment field for remarks. The survey should support English, Spanish, and French. No delivery restrictions apply.

IT asset requests

Design a survey to capture feedback on IT asset requests. Ask if the delivery was timely and whether the asset met expectations.
Include an optional comment field for suggestions. Support English and French. Limit delivery to one survey per requester per month.

Facilities requests

Create a survey to evaluate facilities maintenance requests. Ask if the issue was resolved promptly and whether the technician was professional.
Include an optional comment field for additional feedback.
The survey should be available in both English and Spanish. No delivery restrictions apply.

Procurement requests

Create a survey to measure satisfaction with procurement requests.
Ask if the ordering process was straightforward, if delivery met expectations, and provide a comment field for feedback.
Support English, French, and Spanish.

Considerations for survey creation with conditional questions

You can include conditional questions in your survey by defining conditions within your prompts in the Catalog Curator chat. When you request changes to survey conditions, Catalog Curator automatically updates the questionnaire's conditional logic to ensure the survey remains valid.

The following table lists the automatic updates to the questionnaire summary based on your actions:

Actions	Questionnaire summary updates
Removing a question or answer option referenced in a condition	• All conditions that reference the deleted question or answer option are also removed. • Any questions that depended on those conditions move out of the conditional branch and become regular questions. • A prompt asks you to review the updated questionnaire.
Reordering questions involved in conditional logic	• The condition might be removed to maintain a valid question flow. • The affected question moves out of the conditional branch and becomes a regular question. • A prompt asks you to review the updated questionnaire.

Best practice

We recommend reviewing the generated survey in the Survey Designer to ensure the question and condition sequences behave as expected.

Click here to see the example:

Troubleshooting

Issue	Description
Survey creation fails due to the maximum output tokens showing the following error: I cannot find any information. Please define your request.	This error indicates that the configured maximum output token limit is insufficient for the request. This behavior relates to the model configuration. Workaround: Increase the maximum output token value in the model configuration settings.
Conditional logic becomes invalid after reordering questions	Reordering questions can affect how conditions are evaluated. If a question that depends on other questions is placed before its parent questions, the conditional flow might no longer be valid. A prompt asks you to review the questionnaire and confirm the intended behavior.

Where to go from here

After creating a survey using the Survey Assistant, you can assign it to relevant catalog services to collect feedback for specific service requests.
To configure custom surveys and map them to the specific catalog services, see Configuring custom surveys for catalog services.