Service Desk 7.1 SP1 (Satisfaction Survey)
Created: 20 Jun 2011 | 3 comments
Hi All Service Desk experts!
Is this easy or complicated?
I'm trying to figure out how to enable our users to fill out their Satisfaction Survey when a call is Closed.
What i used to like about 7.0, if a user confirmed that their call has been resolved, it would automatically take them to the Survey.
What we have now in 7.1, is two seperate emails, one saying the call has been resolved and then another to say fill out the survey. We are finding less users are making an attempt to respond to the second email.
Also if they dont confirm the call resolved, then after the two defauls days, the call gets closed automatically, but then no survey gets sent.
We would like to force this to happen.
Thanks
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By looking at the flow quickly
I would say this would mean combining the 'Have Customer Confirm Resolution' and 'Survey Task' tasks into one.
The few survey-related components - 'Use Incident Survey' and 'Run Survey Random Rule' should be easy enough to move wherever you want them (when combining tasks, probably inside the combined one before survey dialog). Or if you want to always send survey to everyone, even just not using them is fine.
Looking at the flow, I actually don't really see why the survey wouldn't be sent when Confirm Resolution times out. No separate variable is set and the flow continues exactly on the same path.
Thanks Toomas
You're actually right. It seems that in SD7.1 SP1, even when the Resolution times out, we do get a Survey sent to us.
Has anyone tried the steps above?
I'll look at implementing these this eveing and see how it works out...
AM i correct in thbinking that this is now handled differently in SD7.1 SP1 than it was in SD 7.0 MR2? Back then, when you open the lonk to confirm your resolution, it automatically redirected 'that page' to the Survey, which i think was definately the way forward....
Regards
Regarding the different handling:
- In ServiceDesk 7.0, survey page (a separate web form) is called in the end of Customer Confirm Resolution dialog (if it is to be shown). This all happens within one dialog and one task.
- In ServiceDesk 7.1, it is separated into two tasks and the Survey is called from its own task.
This has been done deliberately, the example you made is one of the reasons - even when the Confirm resolution task times out, a Survey can be sent.
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