How to conduct a survey

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)`

A survey begins running when it moves to Execute phase, and ends when it leaves Execute phase. There are two ways to begin or end a survey:

Manually – by moving the survey phase in the workflow.

Automatically – by setting the Active from and Active until attributes in the survey.

A survey can be sent to users in two ways:

Manually – by using the Send survey now button on the Survey Management page. For more information, see Send a survey manually.

Note If the survey is not yet in Execute phase, it can still be sent for review, but no data will be collected, or displayed in reports.

Automatically – by defining a business rule. For more information, see Create a business rule to send a survey.

If a survey is not in Execute phase, notifications will not be sent by business rules. They can be sent only by clicking

Send survey now.

Collected answers are synced to the analytics database once per day. Reports are calculated according to their defined calculation time (the calculated every property in the report). This means that answers are not reflected immediately in the reports.

Send a survey manually

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

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

Click Send survey now to send the survey.

Enter the recipients to whom the survey will be sent.

If the survey is defined on a record type, select a record (of that type) on which to send the survey.

Select the notification template for the report. You can use Survey default template, or create one of your own. For more information about creating notification templates, see Notifications.

Click Send.