ServiceGrid Article - Surveys

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Contents

Overview

SD.survey is the customer satisfaction survey module of the Cisco ServiceGrid platform that provides functions and features to perform customer satisfaction surveys. SD.survey is fully integrated into the Cisco ServiceGrid application. Call based surveys can be planned and executed using service call history data for selecting the target audience. Surveys can be performed through automatic email or by phone calls.

Setting up Surveys

The Setup functionality provides the necessary functions and features to enable the administrator to create and maintain surveys. All surveys will be customized within the Setup function.

To setup SD.survey, open the module SD.survey and choose the Setups folder. The user should have the write permission to customize SD.survey using the SD.survey module.

An administrator can customize a survey as follows:

  • Define the module and function permissions for the respective user permission groups.
  • Create the survey by defining questions, answers, headers, email content and so on.
  • Create the user selection setups and reporting setups for the respective surveys.

NOTE: The administrator can also define the survey groups and mail templates.

Permissions

SD.survey should be licensed and activated for a selected company before it is customized. If the SD.survey module is not listed within the Product and Permissions settings of your company, please contact Cisco.

To customize the SD.survey module, three types of permissions are required:

  • Module Permissions - Defines if a permission group is allowed to see the SD.survey module.
  • Function Permissions - Defines which functions a permission group can use.
  • Setup Permissions - Define which setups a permission group can use.

Module Permissions

The SD.survey module can be activated and deactivated for all permission groups individually. To do this, navigate to BasicData > MyCompany > "Company name" > Permissions > Menus and Permissions > "Select a permission".

The SD.survey module can be switched on or off using the following two options:

  • Checked box (show) - Indicates that the function is available for the permission group.
  • Unchecked box (hide) - Indicates that the function is not available for the permission group.

Function Permissions

The SD.survey functions such as Overview, Setup, Survey, and Reports can be activated and deactivated for all permission groups individually. A drop-down box is provided to set the module permissions for all permission groups.

There are three different options available for function permissions:

  • Hide - Denies the permission group to access the function.
  • Read - Allows the permission group to view the function.
  • Write - Allows the permission group to view and update the function.

Setup Permissions

The setup permission defines how the data should be accessed and shown to the users. Setup permission can be set using the setup editor for the selected setup or by navigating to Permissions > Setup Choice or Permissions > Permission Groups.

Structure of a survey

The structure of a survey is as follows:

  • At least one question (with answer choices) and has a scheduler for distributing the survey.
  • Questions that are open-ended (free text entry), closed-ended (predefined answers for selection), or both.
  • Questions that require mandatory answers.
  • A scheduler to define when and how often a survey should be sent to the selected users.

Creating a new survey

The Create a new survey function is used to create a new survey. The field description of the fields while creating the survey are provided as follows:

Field Name
Field Description
ShortName
Short name of the survey
Name
Name of the survey
SurveyGroup
Survey group that allows a user to group several surveys into groups and generates reports based on the survey groups
Description
Description of the survey
SurveyType

Indicates the type of the survey. There are two types:

  • ongoing - a user can respond several times
  • one-time - a user can respond only once
StartDate
Start date of the survey
EndDate
End date of the survey
MaxNumberofSurveyedPersons
Maximum number of users participating in the survey
SurveyInterval (Days)
The interval (in days) between the surveys taken by the user repeatedly.
UserRole

Indicates the role of the user participating in the survey.

IsTelSurvey
Indicates whether the survey is a telephone or mail survey.
DisplayUnsubsribeQuestion
Indicates whether the unsubscribe question will be displayed or not. This can allow the surveyed person to unsubscribe from any upcoming surveys
UnsubscribeQuestion
Indicates the content of the unsubscribe question
Stylesheet
Indicates the stylesheet that will be used for the online forms. The user should select one of the Cisco ServiceGrid's stylesheets
Responsible Person
Person who handles the survey (Error handling)
CallSystem
Call system of the survey
MailTemplate
Content template for the email
MailSubject
Subject of the email
MailFrom
Email address of the sender
IsActive
Indicates whether the survey is active or not

























Survey Questions and Answers

A survey consists of a set of questions, answers, headers, and closure texts. After a survey is created, the questions and answers can be created.

The following table provides the field descriptions of the fields used while creating new questions.

Field Name
Field Description
Display Name
Indicates display name of the question that will be shown on the question interface
Question
Indicates question text
Theme
Indicates theme assinged to the question
SeqNr
Indicates the sequency number that will be used inside the setup list to sort all available fields, starting with the lowest number.
Answer Type
Indicates the type of the answer to be used for the questions. The types provided are drop down list, radio button, or a checkbox. For multiple choices, checkbox type should be used.
Has Remarks
Indicates the free text remarks
IsMandatory
Indicates whether the question is mandatory or not
AnswerShow Type
Indicates whether the answers are displayed in line or in column












There are certains conditions provided while framing questions and answers for a survey. They are:

  • For every question, possible answers should be defined.
  • The answers can be filtered with the standard ServiceGrid filters.

The filter criteria of the call can be used to show selected questions only. For example, a question can be displayed, only if the call having a specific priority or severity has been opened. Based on the priority type, the internal field names are provided as follows:

Priority Types
Internal Field Names
ProblemType
/SD.call/ProblemTypes
FailureType
/SD.call/FailureTypes
Priority
/SD.call/Priorities
Category
/SD.call/Categories
Severity
/SD.call/Severities
ReasonCategory
/SD.call/ReasonCategory
CallState
/SD.call/CallStates
Urgency
/SD.call/Urgencies
Impact
/SD.call/Impacts












All possible answers should be defined when using closed-ended questions. The following table provides the relevant field description for the fields:

Field Name Field Description
Sequence Number Indicates the order of the questions
Answer Text Indicates the text of the possible answer
Answer Value Indicates the value of the possible answer
isRemarksMandatory Indicates whether a remark text must be given for this answer






SD.survey setups

Two setup types can be defined for the survey usage:

  • SDSurvey.PersonCallList:Defines all users participating in the survey.
  • SDSurvey.ReportCallList: Defines which fields are displayed in the report.

User Selection Setups

The User Selection Setups function allows to create lists such as SDSurvey.PersonCallList that will automatically select the users of the survey. The call volume of SD.call will be used as data source for the user selection. The users for the survey will be selected based on the attributes of these call lists. With Add Attributes option, additional fields can be integrated into the call list to define the user selection. Use the default values of a field to filter the results achieved by the setup list.

Creating new setups

New setups can be created by copying an existing setup or by starting with an empty setup. The following actions are required to create and adapt it to the requirements:

  • Create a new setup or copy an existing one.
  • Assign all required fields and attributes to the setup.

User selection setups and reporting setups

The list setups User Selection Setups and Reporting Setups are used inside the SD.survey module to define the user selection or the fields of a report. For example, SDSurvey.PersonCallList overview.

Use the Add new SDSurvey.PersonCallList setup function to start with an empty list and the function Copy SDSurvey.PersonCallList setup to copy an existing setup list.

Copy SDSurvey.PersonCallList setup

To copy an existing setup list, follow these steps:

Step 1: Click the Copy SDSurvey.PersonCallList setup function. A list of all currently available setup lists is displayed.

Step 2: Select the one setup / template for the new setup. A copy of the selected setup will be created.

Step 3: Click the Change setup master data to change the name of the new setup.

Step 4: Change the Name and ShortName of the setup to edit the setup options.

Step 5: Click Save to save the changes.

The following table provides the field desriptions:

ID
ID of the list setup (automatically given by the system)
ShortName
ShortName of the list setup upto 12 characters
Name
Name of the list setup upto 30 characters
Callsystem
Assigns relevant call system to this setup
HasMultipleChoiceLists

Allows the user to switch from the selected setup to another setup.

TIP: Use this option to deny user switching between setups

HasGroupBy
Allows user to use the group filters with the current list










Add new SDSurvey.PersonCallList setup

To add a new SDSurvey.PersonCallList setup, follow these steps:

Step 1: Click Add new SDSurvey.PersonCallList setup. The system will create a new list setup without any definitions and fields and will start with an empty setup.

Step 2: Use Add attributes option to add more fields to the setup.

  • Multiple selection of attributes - Select the checkboxes in the first colums and click the Submit
  • Single selection of attributes - Click on the Label to select a desired field to show the SetupField mster data options of the selected field or attribute. For example, add attributes with filtered attribute list with multiple selections.

Based on the field type, different field options will be shown when its field master data are edited. The following are the option of the selected attributes:

  • Label - By entering a value for Label, a different heading for the column will be shown. The alternative label will only be visible for this setup.
  • SeqNr - The sequence number will be used inside the setup list to sort all available fields, starting with the lowest number.
  • DefaultValue - The default value might appear as drop-down or as text field. This is based on the content of the attribute.
  • 'GroupBy'GroupBy function, the list can be automatically grouped by this field.
  • IsDisplayField - This flag indicates whether the field should be shown or not in the lists. Regardless of whether being shown or not, the field can be used to filter the list and will be shown to the user.
  • AddWildCard - For attributes with text entry for the DefaultValue option, the AddWildcard option will be available. When the flag is set, the "%" symbol will be added to any search entry at the start and end of the entry. This adds full text search functionality to the field.

Survey Groups

The survey group will allow combining and comparing more surveys through one report. Each survey can be a member of only onse survey group.

The following table provides the field descriptions for the fields in the Survey groups:

Field Name
Field Description
ShortName
Indicates the short name for each survey group
Name
Indicates the name for each survey group. This is the name that is displayed in all reports
CallSystem
Indicates the user Call system of this survey group
Description
Indicates the description for the survey group







Mail Templates

The mail template creates the content of the mail sent to the users, which should be surveyed. It can include an URL that allows the user to access the surve question with a single click, without performing a manual login procedure.

Here is an example template for a survey mail:

<xsl:stylesheet version="1.0" xmlns:xsl="http://www.w3.org/1999/XSL/Transform">
<xsl:output method="html"></xsl:output>
<xsl:variable name="space">
<xsl:text> </xsl:text>
</xsl:variable>
<xsl:template match="SD.survey">
<sd.survey>
<xsl:call-template name="SURVEYMAIL"></xsl:call-template>
</sd.survey>
</xsl:template>
<xsl:template name="SURVEYMAIL">
<title>SolveDirect.com - Customer Satisfaction survey</title>

<div>
Sehr geehrter <xsl:value-of select="SurveyPerson/Salutation"><xsl:value-of select="$space"></xsl:value-of><xsl:value-of select="SurveyPerson/LastName">,<br><br>
Sie haben in den letzten Wochen bei uns telefonisch eine Störung gemeldet. <br>
Wir bitte Sie uns durch Ausfüllen eines Fragebogens uns mitzuteilen<br>
wie Sie mit der Bearbeitung durch unseren First Level Support zurfrieden waren. <br><br>
Bitte verwenden Sie die URL
<a>
<xsl:attribute name="href">
<xsl:value-of select="URL"></xsl:value-of>
</xsl:attribute>
<xsl:value-of select="Name"></xsl:value-of>
</a> um zum Fragebogen zu gelangen.
</xsl:value-of></xsl:value-of></div>
</xsl:template>
</xsl:stylesheet>

The following table provies the fields and field descriptions used in this email template:

Field Name
Field Description
Survey
Indicates the short name of the survey
SurveyName
Indicates the name of the survey
SurveyDescription
Indicates the description of the survey
SurveyGroup
Indicates the description of the survey group
SurveyGroupName
Indicates the short name of the survey group
SurveyGroupDescription
Indicates the description of the survey group
SurveyPerson
Indicates the short name of the user being surveyed
SurveyPersonLastName
Indicates the last name of the user being surveyed
SurveyPersonFirstName
Indicates the first name of the user being surveyed
SurveyPersonTitle
Indicates the title of the user being surveyed
SurveyPersonSalutation
Indicates the salutation of the user being surveyed
SurveyPersonTel
Indicates the telephone number of the user being surveyed
SurveyPersonMobileTel
Indicates the mobile number of the user being surveyed
SurveyPersonEMail Indicates the mail address of the user being surveyed
SurveyURL
Indicates the URL of the survey form for a user being surveyed
ContractElementName
Indicates the name of the contract element
ContractElementName1
Indicates the name 1 of the contract element
ContractElementName2
Indicates the name 2 of the contract element
ContractElementName3
Indicates the name 3 of the contract element
ContractElementName4
Indicates the name 4 of the contract element
ContractElementName5
Indicates the name 5 of the contract element
CallCategory1
Indicates category 1 of the call
CallCategory2
Indicates category 2 of the call
CallCategory3
Indicates category 3 of the call
CallCategory4
Indicates category 4 of the call
CallCategory5
Indicates category 5 of the call
Priority
Indicates the priority short name
PriorityName
Indicates the priority name





























Reporting Setups

The Reporting Setups function allows creation and maintenance of the reporting setups used by the Reports function of the SD.survey and SD.cockpit modules. They are maintained using the Setup tab of SD.survey using the Reporting setups function.

SD.survey report setups are call tracking-based reports that will use fields known from standard call tracking lists. In addition to these fields, the following survey fields can be added to the reporting setup.

Field Name Field Description
SurveyGroup Indicates the short name of the survey group
SurveyGroupName Indicates the name of the survey group
SurveyGroupNames Indicates the short name and name of the survey group
Survey Indicates the short name of the survey
SurveyName Indicates the name of the survey
SurveyNames Indicates the short name and name of the survey
SurveyPerson Indicates the short name of the user being surveyed
SurveyPersonLastName Indicates the last name of the user being surveyed
SurveyPersonFirstName Indicates the first name of the user being surveyed
SurveyPersonNames Indicates the first and the last names of the user being surveyed
Question Indicates the question for the survey
Theme Indicates the theme assigned to the question
Answer Indicates the answer for the survey question
AnswerValue Indicates the defined value for the survey question
AnswerGrade Indicates the "normalized" value of the question
AnswerRemarks Indicates the remarks for the question



















For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.




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