Survey Management
The system includes functionality for designing survey questions, collecting selected questions into a particular survey, called a Survey Type, and sending a link to fill out the survey to customers.
Surveys Table
The Surveys table collects customer feedback for Service Requests or Incidents and can hold surveys on any subject that have been sent to customers. An individual survey record will show the questions and their answers, and will identify the survey type, source record and people involved.
If the survey was for a service request or incident, the assigned team and person, priority and other information about the source record are displayed, so reports can be run on customer satisfaction by team or team member.
Use Case
Survey records are typically created by a customer clicking a hyperlink in an email sent to them requesting their feedback. For instance, when a service request is closed, the notification email includes a link to create a survey.
This link must be modified for your system to use the KB name and hostname for your server. To do this, go to the Service Request table and hover over the email icon in the table view. Click on Manage Templates, then locate the closing email template and edit it. Additional guidance on how to manually create the hyperlink URL can be found in the Hyperlinks section in the Administrator Manual.
When the user clicks on the hyperlink, it will log them into the Knowledgebase as a Guest and take them directly to a new Survey record, without giving them access to anything else. As part of the link, the Service Request ID or Incident ID and Survey Type are populated in the survey record (hidden from the customer), linking the survey to the request that generated the email and to the person who completes the survey.
Ownership
Records in this table are owned by the name of the person to whom the survey email was sent.
Reports
There are several predefined reports on the surveys table for incidents and service request surveys. For example:
Incidents: Average of all Survey Questions by Assigned Person
Incident Surveys - Overall Satisfaction
Survey Questions Table
This table is used to create and store the questions that will be used in surveys. They will be pulled into Survey Types, ordered there, and further defined in terms of whether they are required, dependent, and so on. Creating a survey question is similar to creating a "field", in that the user defines the data type for the answer and, for a choice field, the choices. Each question record functions as a "field" for purposes of setting up a table view in the surveys table, searching, and creating reports, as each question can be selected as a column of a view, axis for a report, and so on. The "question" field is based on a special data type called "Question Description" that has these special characteristics.
A label is defined for how the question will be displayed in reports or searches, the question itself is defined, and additional details and notes may be provided as well.
The Edit Question button in the record opens a wizard to assist in creating the question. On the General tab, the wizard allows the text of the question itself to be defined, as well as the type of response, which can be any of the field data types used in Agiloft. Various aspects of the question's presentation can be set here as well, and the question can be named if desired. Naming the question makes it searchable.
Ownership
Records are owned by the user whose Login matches the Creator Login for the record.
Survey Types Table
This table contains records for each set of questions you want to send in a survey. It gathers together the questions that will be asked in the survey, which are first defined in the Survey Questions table. When creating a survey type, a name is provided and the Edit Survey button pressed to see the list of possible questions and to select them, order them, and set their attributes. A link to the survey type within the Surveys table controls the selection of a survey type, and pulls the questions associated with that survey type into the form for the user to fill out.
Ownership
Records in this table are owned by the person who submits them.