Service Management Help

Loading

The End Users provide feedback on the Resolved/Closed Service Requests based on the configured Feedback Questions. The response to these Feedback Questions serve as a tool to measure the quality of resolution offered by the Analysts. You can configure the Feedback Questions for Service Requests under a selected Tenant.

To configure Feedback Questions:

Click ADD NEW on the FEEDBACK CONFIGURATION page (Request > Configuration > Others > Feedback Configuration). FEEDBACK QUESTIONS page is displayed.

Figure: FEEDBACK QUESTIONS page
On the FEEDBACK QUESTIONS page, enter in the required details and click SUBMIT. For more information about the fields on the FEEDBACK QUESTIONS page, see Field Description.

Field Description

The following table explains the fields on the FEEDBACK QUESTIONS page.

Field

Description

Question

Type in the question.

Question Group

Select the group in the drop-down list. The question is added under the selected group.
Follow the below process for creating groups.

To add a group:

Click ADD GROUP on the FEEDBACK QUESTIONS page. ADD/UPDATE GROUPS page appears.

Figure: ADD/UPDATE GROUPS page
Under the ADD/UPDATE GROUPS, enter the required details and click SUBMIT. For more information, see Field Description.

Field Description

The following table explains the fields under the ADD/UPDATE GROUPS of the FEEDBACK QUESTIONS page.

Field	Description
Group Name	Type in the name of the Group.
Active	If this check box is selected, the Group configuration becomes active.
Sort Order	Type in the Order of the group. The Group is displayed on the FEEDBACK page as per the specified Sort Order.
Actions	Click icon to add the group. On adding the group, it is displayed in the drop-down list of the Question Group field. Click icon to edit the values of the Group. Click icon to delete the Group.

Note:

You cannot delete the group with active Questions.
Click BACK TO QUESTION to go back to the FEEDBACK QUESTIONS page without saving the group.

Question Type

Select the type of question in the drop-down list.
The available options are:

Star Rating

If selected, Star Rating is displayed for this question on the FEEDBACK page. On selecting the Star Rating, the following fields are displayed.

Fields	Description
Option Button	Select the required option button. The available options are: Star Heart Smile
Rating Configuration
Answer Type	Displays the Rating Type. You can add up to ten Stars.
Answer	Type in the equivalent meaning of the rating.
Rating Color	Select the color of the rating. The same is displayed when the End User selects the rating.
Rating	Enter the rating value. This value is considered to calculate the Average Rating.
Poor Rating	Select the check box to configure the rating as poor.
Actions	Click icon to edit the values of the rating. Click icon to delete the rating. Click icon to add a new rating. Note: The Delete icon is displayed only on the last Rating.

Smiley

If selected, Smiley is displayed for this question on the FEEDBACK page. On selecting the Smiley, the following fields are displayed.

Fields	Description
Rating Configuration
Answer Type	Displays the Rating Type.
Answer	Type in the equivalent meaning of the Smiley.
Rating Color	Select the color of the rating. The same is displayed when the End User selects the rating.
Rating	Enter the rating value. This value is considered to calculate the Average Rating.
Poor Rating	Select the check box to configure the smiley as poor.
Actions	Click icon to edit the values of the rating.

Thumbs Up/Down

If selected, Thumbs Up/Down is displayed for this question on the FEEDBACK page. On selecting the Thumbs Up/Down, the following fields are displayed.

Fields	Description
Rating Configuration
Answer Type	Displays Rating Type.
Answer	Type in the equivalent meaning of the rating.
Rating Color	Select the color of the rating. The same is displayed when the End User selects the rating.
Rating	Enter the rating value. This value is considered to calculate the Average Rating.
Poor Rating	Select the check box to configure the rating as poor.
Actions	Click icon to edit the values of the rating.

Drop-Down List

If selected, Drop-down list is displayed for this question on the FEEDBACK page. On selecting the Drop-down list, the following fields are displayed.

Fields	Description
Rating Configuration
Answer	Type in the options of the Drop-down list.
Rating	Enter the rating value. This value is considered to calculate the Average Rating.
Poor Rating	Select the check box to configure the rating as poor.
Actions	Click icon to edit the values of the rating. Click icon to delete the rating. Click icon to add a new rating.

Multi-Select

If selected, Check Box is displayed for this question on the FEEDBACK page. On selecting the Multi-Select the following fields are displayed.

Fields	Description
Rating Configuration
Answer	Type in the name of the check box.
Actions	Click icon to edit the values of the rating. Click icon to delete the rating. Click icon to add a new rating.

Radio Button

If selected, Option buttons are displayed for this question on the FEEDBACK page. On selecting the Radio Buttons the following fields are displayed.

Fields	Description
Rating Configuration
Answer	Type in the name of the radio button.
Rating	Enter the rating value. This value is considered to calculate the Average Rating.
Poor Rating	Select the check box to configure the rating as poor.
Actions	Click icon to edit the values of the rating. Click icon to delete the rating. Click icon to add a new rating.

Text Box

If selected, a text box is displayed for this question on the FEEDBACK page.

Text Area

If selected, Text area is displayed for this question on the FEEDBACK page.

Likert Scale

Likert Scale allows the End Users to express how much they agree or disagree with the products or services of an organization. If selected, Likert Scale is displayed for this question on the FEEDBACK page. On selecting the Likert scale, the following fields are displayed.

Fields	Description
Likert Scale	Detractors, Passives and Promoters: Select the values in the list. Based on the configuration you select, the user will be categorized as a Detractor, Passive, or a Promoter. For example, if you select Detractor value as 0 to 6, and the End user rates 5, he will be categorized as a Detractor.
Rating Configuration
Answer	Displays the Answer as per the configuration in the Actions panel.
Rating	Displays the rating value. This value is considered to calculate the average rating.
Behavior	Displays the user type based on the configuration you select in Likert Scale.
Actions	Click to edit the values of the Answer.

Note: Likert Scale type question is available for Incident Management and Service Request Feedback, if it is configured on the TENANT page. See Configuring Incident Management Module or Configuring Service Request Management Module.

Is it Mandatory Question ?

Select the check box to configure the question as mandatory.

Are Comments Required ?

Select the required option to configure the question as mandatory. The available options are:
Not Applicable: If selected, the comments for the question is configured as optional.
Mandatory for Poor Rating: If selected, the comments for the question is configured as mandatory for poor rating.
Mandatory: If selected, the comments for the question is configured as mandatory.

Active

If selected, the question is Active.

ACTIONS

This section explains the icons on the ACTIONS panel.

SHOW LIST

Click this icon to go back to the FEEDBACK CONFIGURATION page.

Loading