User Survey
You can view, create and delete User Survey systems on ASM Core. Each survey system includes a set of rules about how the surveys are to be sent out.
Multiple surveys can be configured.
Surveys can be automated based on a predefined threshold and closing or logging group criteria, or they can be sent on-demand/ad-hoc
The scope and frequency of the surveys, and the fields contained within them, can be configured to obtain exactly the information wanted.
Automated Surveys
Surveys can be configured to send automatically based on the following Criteria:
According to the group that closed the call or request
According the the group that logged the request
By Organization
By Date Range
A specified percentage of the time/threshold
A specified number of days between surveys for each recipient
Ad-Hoc or On-Demand Surveys
Analysts also have the option to send ad-hoc surveys. Users are able to submit surveys that have been sent to them from the call or request in the Self-Service Portal.
User Surveys for Calls and Requests can be configured to be manually sent to any Closed Call or Request. Analysts can manage reminders to ensure survey completion and also bulk send surveys. End Users are able to complete the surveys directly within the Self Service Portal.
Creating a Survey System
Before you start
As some parameters are read from the database at application start-up, we recommend that there are no Analysts logged on when you make changes to system settings.
Ensure you are in the correct partition before applying the settings.
You must have IPK Setup selected in the Admin tab of your General Access Security Role in order to configure any IPK administration settings.
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select User Survey to open the window. Existing User Surveys are displayed in a browse table. You can adjust the column widths if required.
Select the Plus icon. This opens the New System window.
Type the name of the survey system
Choose whether the survey is for calls or requests
Click OK.
This opens the User Survey Details window.
If this will be a Manual User Survey - tick the Manual Survey Box.
Once all details have been completed, select the Save Icon. The names of all the current survey systems are displayed on this window, along with the final date from which closed calls are used to generate surveys for that system.
The User Survey Details Window
This window has three tabs:
Editing a Survey System
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select User Survey to open the window. Existing User Surveys are displayed in a browse table. You can adjust the column widths if required.
Select the system you want to edit and select the pencil icon.
This opens the User Survey Details window.
Make the necessary changes.
Save the changes.
Provide the Change Reasons if prompted to do so.
Deleting a Survey System
Select ≡ > Admin > System Administration. The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select User Survey to open the window. Existing User Surveys are displayed in a browse table. You can adjust the column widths if required.
To delete an existing system, select the row and select the delete icon.
Save the changes.
Provide the Change Reasons if prompted to do so.
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