Service Manager powered by HEAT

Viewing Survey Results

Viewing, monitoring, and tracking survey statistics is an important task for a Service Desk Manager. Customer feedback in the form of survey responses is a valuable source of data collection for gathering metrics on the effectiveness of the Service Desk in responding to and resolving customer incidents.

The system stores responses to the survey for a business object on the Survey Results tab of the business object record. The Survey Results tab is available only to Service Desk Managers.

When an incident is closed either by the customer or automatically after a defined period of time, the system sends the customer an email with the survey link. After the customer enters and submits the survey, the system automatically lists the survey results in the business object record.

1.Log into the Service Desk Console.

2.Open an incident.

3.Click the Survey Results tab.

4.View the question in the Question Text column and the corresponding customer response in the Answer Text column.

5.Click Save.