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 and the message to be used in the email.
Multiple surveys can be configured.
This is a custom designed application that enables the creation of email messages containing links to surveys to be sent out automatically to Users on closing calls. The Users can fill out the survey, describing the quality of the service they received in relation to the issue, and this information is entered into the ASM database.
The scope and frequency of the surveys, and the fields contained within them, can be configured to obtain exactly the information wanted. The subject and message of the email can also be configured.
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.
Choose whether the survey is for calls or requests, type the name of the survey system and select Ok.
This opens the User Survey Details window. This window has three tabs:
6. Once all details have been completed, select . 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.
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. This window has three tabs:
5. Make the necessary changes.
6. 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.
Configuring Distribution Options in User Survey Details
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select User Survey to open the window.
To add a new User Survey, select the "new" icon, give the survey a name, then select Ok. To update an existing survey, select the survey from the browse table and select the edit icon to display the User Survey Details window.
On the Distribution tab, complete the following details:
5. Make any required changes to the Content and Email tabs.
6. Save the changes. Provide the Change Reasons if prompted to do so.
Configuring Content Options in User Survey Details
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select User Survey to open the window.
To add a new User Survey, select the New Icon , give the survey a name, then select Ok. To update an existing survey, select the survey from the browse table and select the edit icon to display the User Survey Details window.
Select the Content tab. Here you can determine the content of the survey, that is, the pre-built form on which the survey is based.
5. Make any required changes to the Distribution and Email tabs.
6. Save the changes. Provide the Change Reasons if prompted to do so.This returns you to the User Survey window.
Configuring Email Options in User Survey Details
Select ≡ > Admin > System Administration.
The System Administration window appears.
In the Explorer pane, expand IPK Management.
Select User Survey to open the window.
To add a new User Survey, select the New icon, give the survey a name, then select Ok. To update an existing survey, select the survey from the browse table and select to display the User Survey Details window.
Select the Email tab to display the email options.
At Message Template list, select the template that is to be applied to the message for this survey. Message templates can be configured in ASM Designer by analysts with the required permission.
Make any required changes to the Distribution and Content tabs.
Save the changes. Provide the Change Reasons if prompted to do so.