Service Manager

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Setting Up Surveys

•About Surveys

•Creating a Survey

•Adding Survey Questions

•Question Categories

•Duplicating a Survey

•About Modifying a Survey

•Creating Multiple Surveys

•Deleting a Survey

•Configuring the Survey Frequency and Sending the Survey

•Using the Score Card

•Working with the Survey Metric View

•Survey Business Objects

About Surveys

Customer surveys measure customer satisfaction with the various departments in your organization. Surveys are published over the web, and distributed by email. When opened, they appear in a new browser window.

By default, a Service Desk Manager can view survey results within the business layouts. See Viewing Survey Results.

Incident and service request survey notifications are generated for every fifth record. This is implemented with the workflow and is controlled by a global constant. For information about when the surveys are sent, see Configuring the Survey Frequency and Sending the Survey.

Creating a Survey

1.From the Configuration Console, click Configuration > Communication Templates > Surveys to open the Surveys workspace. The survey list appears.

2.Click Create a new survey. The Create Survey form appears.

3.Enter information into the fields.

Field	Description
Survey title	A unique title for the survey. This name is saved as a global constant for use when creating a link in a survey notification email. This name is displayed as a header on each page of the survey.
Survey type	on-demand (The only survey type available in Service Manager).
Logo (URL)	Shows your company logo on the survey. Insert the logo local web server path or public URL. For example, a local survey web server path is ../templates/images/logo.png and a public URL is http://www.mycompany.com/logo-small.gif.
Style	The color style to apply to the survey.
Description	Optional. A description of the survey. Appears as a tool tip for the survey title on the survey list page.
Welcome message	Optional. A message to greet the survey taker. Appears on the welcome page of the survey.
Thank you message	A message to display when the survey is submitted. If the respondent tries to resubmit a survey, the thank you message appears as a reminder that the survey has been previously submitted.
Suspend message	The message that appears if the survey is suspended (unpublished).
Expired on	The survey expiration date. Enter a date or click the calendar.
Expiration message	The message that appears if the respondent attempts to submit a survey on or after the expiration date.

4.Click Save. The blank survey appears.

The following command items are available on the survey:

Command	Description
survey list	Returns to the survey list page.
copy survey	Duplicates the current survey.
survey properties	Displays the basic survey properties described above.
delete survey	Deletes the current survey. This action can not be undone.
add question	Adds a question to the survey.
preview	Shows what the user encounters.

Adding Survey Questions

1.From the Configuration Console, click Configuration > Communication Templates > Surveys to open the Surveys workspace. The survey list appears.

2.To add questions to the survey, click Add question. The Add Question form appears.

3.Enter information into the fields.

Fields	Description
Question Type	The question type format. Select from the drop-down list. Text: The respondent can enter a short, one-line answer. Essay: The respondent can enter a long answer; this is essentially a comments field. Radio button: The respondent can only select one answer. Checkbox: The respondent can select multiple answers.
Question	The survey question.
Answer Required	Specifies if the user must respond to the question.
Question Category	The question category. Choose from the drop-down list.
Answers	This field is used for radio button or checkbox questions. Enter the response choices in the Answers field. Each line in the answer box represents an answer option, so press Enter to start a new line for each response.   For example, for a radio button or checkbox, you can enter: Excellent [weight=5] Very Good [weight=4] Good [weight=3] Fair [weight=2] Poor [weight=1] Don't Know/Not Applicable [weight=5] Or for a Yes/No or True/False response for a radio button or checkbox, you can enter: Yes [weight=1] No [weight=0]
Last answer contains text box	Provides a short answer field as a final response option. For example, this might contain an "other" option or a comment box).

4.Click Save.

5.Repeat these steps to add more questions to the survey.

The questions appear as you add each one.

6.Click insert page break to create a page break between questions.

7.Click insert question to place a question between two existing questions.

8.After all questions have been entered and you are ready to publish the survey, go to the survey list and click Start.

9.To suspend a survey, click Stop.

Question Categories

1.From the Configuration Console, click Configuration > Communication Templates > Surveys to open the Surveys workspace. The survey list appears.

2.Click the Question Categories list to add general groupings for use in sorting survey data.

3.Enter question categories in the fields provided, such as Courtesy or Timeliness of Resolution. These categories are available when adding questions to a survey. If a category is used, it appears in the Used list on the Question Categories page.

You cannot delete a question category if it is used on an active survey.

4.To add a category, click Add.

Duplicating a Survey

1.From the Configuration Console, click Configuration > Communication Templates > Surveys to open the Surveys workspace. The survey list appears.

2.Click the name of the survey to copy. The survey opens.

3.Click copy survey at the top of the page. The Source survey field confirms that the survey is being copied.

4.Enter information into the fields.

Field	Description
New survey title	A name for the new survey.
New survey description	Optional. A description for the new survey. The description appears as a tool tip when you move your mouse over a survey title on the Survey List page.

5.Click Copy. The new survey opens.

6.Make changes to the questions and survey properties.

7.Click Save.

About Modifying a Survey

You cannot edit a survey after responses have been received for that survey. If you clear the responses, you can then edit the survey.

Within the survey page, you can perform the following actions:

Action	Description
Edit	Edits a question on the page; to the right of the question.
Sort	Changes the order of the questions; to the right of the question.
Move Up Move Down	Repositions the order of the questions.
Remove	Deletes a question from the survey. Click OK to confirm.
Remove Page Break	Removes the page break to the right.
Add Question	Adds a question to the end of the survey. Click the link at the top of the page.   To add a question to a specific location in the survey, click Insert Question at the bottom of each question segment.
Survey Properties	Edits the survey properties (such as survey type, welcome message, etc.).
Copy Survey	Copies the open survey.
Delete Survey	Deletes the open survey.
Preview	Shows a preview of the open survey.
Survey List	Returns to the Survey List page.

If the survey has responses, you do not see a Delete Survey link. You must first delete the responses from the database by clicking Clear on the survey list page.

3.From the left pane select Blocks > Controls > If and drag the control onto the workflow grid. If you are creating two surveys drag two If statement blocks onto the grid.

4.Double-click on an If block to open the If Block Properties dialog, and enter information as follows:

Item	Description
Title	Enter a title appropriate to the survey recipients, such as Incident Software Users Survey.
And/Or	Select an appropriate operator. For this example select the And operator. In other instances based on your requirements the Or operator may be more appropriate.
Field	Select a parameter from the list for field appropriate or the users receiving the survey.
Operator	Select from the list. For this example select Equal To.
Value	Enter a Value. You may need to evaluate which fields in the Incident business object you want to use in order to trigger the survey. For example, to send the survey only to users who have filed an incident about software or desktop issues you may want to select Software Request from the Category picklist or Desktop Service from ActualService. For this example, enter a value from the Category pick list such as Software Request, or an item from the ActualService value pick list such as Data Service or Email Service.

5.Edit the second If block to contain information about the second survey.

Deleting a Survey

You cannot delete a survey that has responses. When you delete a survey from the database, all data related to that survey is also deleted.

1.From the Configuration Console, click Configuration > Communication Templates > Surveys to open the Surveys workspace. The survey list appears.

2.Click the name of the survey to delete. The survey opens.

3.Click Delete Survey at the top of the page.

4.Click OK to confirm the deletion.