Set up survey

The setup steps vary depending on whether Service Management is containerized or non-containerized.

If Service Management is containerized

Out of box, the following survey settings are pre-configured in the suite:

• In Service Management, Service Portal is specified as the survey portal and the survey URLs are configured in the System Information Record (Service Management > System Administration > Ongoing Maintenance > Miscellaneous > System Information Record).
• In Service Management, a survey integration instance is enabled and running in Integration Manager (Service Management > System Administration > Tailoring > Integration Manager).

To set up survey in the suite, an administrator still needs to perform the following configurations:

1. Enable outbound email in Service Management. For details, see the outbound email section in Configure email.

   This is required to enable users to receive survey notifications, which includes a survey link.

2. Assign self-service users the RESTful API capability in their operator record in Service Management.

   This is required for these users to access surveys from the Service Portal user interface.

3. Start the survey service agent scheduler.

   Scheduled surveys are running based on the survey service agent scheduler; additionally, if a self-service user selects to register a compliment or complaint when responding to a scheduled or manual survey, Service Management creates an interaction based on this scheduler.

   To do this, follow these steps:

   1. Go to System Status, and make sure that the survey service agent scheduler is started.
   2. If not, click Start Scheduler, and then double-click this scheduler to start it.

If Service Management is non-containerized

This means the suite is deployed in mixed mode (scenario 1). You should follow the survey setup instructions in the specific Service Manager Help Center. However, you should pay attention to the following when configuring the System Information Record:

• In the SM Portal field, select Service Portal.
• In the Service Portal URL field, enter https://<EXTERNAL_ACCESS_HOST>/saw/ess.

Additional configurations

If you want to use the out-of-box survey template and HTML Email template, no additional configurations are needed. If you want to design your own survey questionnaires or to tailor the out-of-box HTML Email template, further configurations are needed. For details, see the following topics:

Add fields to the SurveyInternal dbdict record

Create a survey template

Tailor the SM Survey HTML template