Phased rolloutThis documentation supports the 23.3 version of BMC Helix Business Workflows.To view an earlier version, select the version from the Product version menu.

Enabling the display of survey feedback from BMC Helix Digital Workplace Advanced for your line of business

As a case business analyst, you can enable the display of survey feedback for BMC Helix Digital Workplace Advanced service requests in BMC Helix Business Workflows for your line of business. The survey details are displayed in the case activity feed of the cases that are created through BMC Helix Digital Workplace Advanced service requests. Case agents can view the feedback submitted by the BMC Helix Digital Workplace Advanced users. Case agents can view the survey ratings, questions, and answers in the survey information. This helps the case agents to understand the user satisfaction level.

Related topics

Viewing-case-activities-and-adding-activity-notes

Empowering-BMC-Helix-Digital-Workplace-Advanced-users-to-create-cases-in-BMC-Helix-Business-Workflows

Setting up satisfaction surveys for enhanced services

Designing custom surveys for enhanced services

Process to enable display of survey feedback

The following figure describes the process of enabling case agents to view survey feedback from BMC Helix Digital Workplace Advanced:

20.02_display_survey_feedback.png

To add a survey configuration

By default, the survey configuration is disabled for a line of business. If you want to enable the display of survey feedback, you must add a new configuration.

  1. Log in to BMC Helix Business Workflows, and click Settings Settings icon.png.
  2. Click Line of Business > Manage Line of Business.
  3. On the Application Configurations tab, click ADD_DWP_SURVEY_ON_CASE.

  4. On the Edit configuration page, enable the display of the survey feedback by selecting 2102_ToggleIcon.jpg.

    Important

    If you disable the configuration to display survey feedback for your line of business, the survey feedback that is submitted after you disable the configuration is not displayed in the activity feeds of the cases that are created through BMC Helix Digital Workplace Advanced. However, the survey feedback submitted before disabling the configuration is displayed in the case activity feeds.

    Click Save.

 

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