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How to prepare a survey for execution

After a survey has been created, various configurations can be made before the survey is conducted.

ClosedCreate a business rule to send a survey

Note To add business rules to a survey, you must have Admin permission on the Survey record.

  1. From the main menu, select Administration > Records.

  2. From the drop-down list at the top of the page, select the record type.

  3. In the Rules tab, under the relevant section, create a rule:

    1. Click Add , and select the type of rule to add.
    2. In the Set rule dialog box, select Actions > Survey notification and click OK.

    3. Enter the following parameters:

      Parameter Value
      Survey name The title of the survey that you want to send.
      recipients and groups The person or group to whom the survey will be sent.
      once every number of times the rule runs Specify how often you want the survey to be sent. Enter 1 to send the survey each time the rule runs. Enter a larger number if you do not want to send the survey each time the rule runs.
      notification template Specify the notification template to be used for sending the survey.
      parameters If custom parameters were specified in the notification template, specify them here.
    4. Save the rule.

A simple business rule will look similar to this, before values are specified:

Note A business rule for sending a survey can only be created on one of the following process events:

  • Entering
  • Leaving
  • After applying changes
  • After adding relationship
  • After removing relationship
  • Before deleting

In addition, you can create such a business rule on any transition (between phases).

Example: If there is a survey called User satisfaction survey, you can define a rule in Service Request Management to send a notification to the Requested for user when a request is closed. You can configure the rule to send a survey once every 5 times it runs to reduce the number of mails sent to users. The rule sends the user a notification every 5 times the rule runs, using the Survey default template (with no parameters) with a link to the User satisfaction survey.

ClosedSpecify start and end dates for a survey

The Survey Editor can optionally specify start and end dates for automatic progression of the survey through the workflow.

  1. From the main menu, select Build > Survey. Service Management displays the available surveys.

  2. Click the record identifier in the ID column to display the selected record.

  3. In the Details section, specify the Active From and Active until dates for the survey. These dates constrain the time period when the survey can be active and data can be collected.

    • If an Active from date is specified, the workflow automatically transitions to Execute phase when this date is reached. In this phase only, business rules are active and answers are being collected.

    • If an Active until date is specified, the workflow automatically transitions to Assess phase when this date is reached. In this phase, no further data is collected.

ClosedCreate a report

Survey reports are analytic reports over survey answers. Survey reports can be created on all non-textual questions, and on all record fields that were selected during creation of the survey.

As with all other analytic reports, survey reports are included in a tenant's quota calculation.

Note You must have the Reports Publisher role to create reports.

For more information, see Reports.

  1. In the Reports tab, click  Add report. The Reports module opens.

  2. Click New and select Survey analytic report.

  3. When you have finished entering details for the report, click Save.

Note You can also create sample reports for the current survey by clicking Create sample reports. Each sample report counts the number of answers for a single question. You can create up to 6 sample reports (for a survey with 6 or more questions). The sample reports appear in the Reports tab for the current survey as well as in the Reports module.

ClosedLocalize the surveys

You can localize a survey by exporting the survey, translating the survey values, and reimporting the localized survey. Follow these steps:

  1. From the main menu, select Build > Survey.
  2. Above the record list, click the More button, and select Export for localization.

  3. Select the languages for localization, and click Export.

    The following files are generated:

    Number of languages selected Exported file(s)
    1

    Survey_translations.zip which contains:

    • Survey_<language>.csv
    • SurveyQuestion_<language>.csv
    2 or more
    • Survey_translations.zip
    • SurveyQuestion_translations.zip

    Each ZIP file contains a corresponding CSV file for each language selected.

    Example

    Languages selected Exported file
    French

    Survey_fr.zip which contains:

    • Survey_fr.csv
    • SurveyQuestion_fr.csv
    French, Chinese

    • Survey_tranlations.zip which contains:

      • Survey_fr.csv
      • Survey_zh-CN.csv

    • SurveyQuestion_translations.zip which contains:

      • SurveyQuestion_fr.csv
      • Survey_zh-CN.csv
  4. Open the CSV files and enter the translated values in the Translated Value column. Save the updated files.

  5. To reimport the files, go to Administration > Configuration > Records and select Surveys as the record type. Click the Import translations tab and import the updated files as follows:

    1. Browse to the translated CSV or ZIP files for the record type that you are importing, and click Open.
    2. Click Import. A dialog box displays the progress of the import. At the end of the operation, the dialog box displays the results, including the number of records successfully imported and the number of failed records. Click the Details link to download a report of the failed records. The report displays the error for each failed record in the operation.

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