Surveys

The Service Manager Service Portal survey functionality is based on the Service Manager HTML Email solution (JavaMail) and applies the out-of box internal survey connector. Once the Service Manager Service Portal survey functionality is set up in Service Manager, IT agents can manually send individual surveys directly from a record in Service Manager to selected users, or configure the system to automatically send scheduled surveys to specified users.

Note For information about how to set up the Service Manager Service Portal survey functionality and send surveys to Service Manager Service Portal users, see the Service Manager Survey section in the Service Manager Help Center.

When you receive a survey link, you can directly open the link in a web browser and then log in to Service Manager Service Portal to complete the survey. You can also check the surveys opened for you or closed by you in the Service Manager Service Portal. In the out-of-box system, Service Manager Service Portal surveys are designed to achieve the following goals:

  • Collect user satisfaction ratings for the following areas: the level of service provided, the speed of response that the user received, and the level of communication.
  • Collect additional comments from the user (if any)
  • Allow the user to further register a complaint or compliment. If the user selects to do so, the system automatically generates an interaction record of a Complaint or Compliment category with the information the user provided, and sends an email to the user with information about the interaction record. The user can click the record link to check the record details and status.