How to set up a survey

The Survey Management page displays all of your active and inactive surveys. You manage your surveys from this page.

Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

You must add questions to a survey before you can execute it. For more information, see How to add questions to a survey.

Note To create and edit surveys, you must have the Survey Editor role. For more information about this role, see Default roles.

Create a survey

From the main menu, select Build > Survey. Service Management displays the Survey Management page.
Click New.

Enter the following information:

Field	Description
Title	The title of the survey, displayed in the Service Portal.
User instructions	Instructions for a person responding to the survey.
Internal name	A unique name for the survey. This is the name used when creating the relevant business rule.
Description	Internal information for the survey manager.

Click Save.
To view changes or updates made to the record, click the History tab. For more information, see History.
To open, join, or view a discussion or to view or post comments, click the Discussions tab. For more information, see Discussions.
To view the most interesting areas for analysis, click the Hot Topics tab. For more information, see Hot Topic Analytics for surveys.
Save your changes.

Select fields for reports

On the General tab, in the Report fields section, specify the following information:

Field/section	Details
Record type	Select the record type to which the survey is related. Note You must have View permission for the selected record type.
Record fields included for reporting	All record fields that are available to be included in a report for that record type are displayed, and by default are all included. To exclude a specific field from a report, select the field and click . To include a field that has been excluded, select the field and click .
Survey submitter fields included for reporting	All fields that are available to be included about the submitter of a survey are displayed, and by default are all included. To exclude a specific field from a report, select the field and click . To include a field that has been excluded, select the field and click . If you do not want to include any submitter information, select the Anonymous survey (no submitter information will be stored) check box.

Field/section

Details

Record type

Select the record type to which the survey is related.

Note You must have View permission for the selected record type.

Record fields included for reporting

All record fields that are available to be included in a report for that record type are displayed, and by default are all included.

Survey submitter fields included for reporting

All fields that are available to be included about the submitter of a survey are displayed, and by default are all included.

To exclude a specific field from a report, select the field and click .
To include a field that has been excluded, select the field and click .
If you do not want to include any submitter information, select the Anonymous survey (no submitter information will be stored) check box.