After an incident is resolved, the submitting user receives a task to view its history, comments, and other information about its resolution. If the resolution is satisfactory, the user marks the incident as resolved. When the incident resolution is verified, the user can be asked to complete a Customer Satisfaction Survey to rate the service and the resolution.
You can customize the forms that control the Customer Satisfaction Survey.
Examples of how you might change the Customer Satisfaction Survey form are as follows:
Change the frequency with which the survey is sent.
By default, the Customer Satisfaction Survey is sent for every incident that is resolved and confirmed, except when the incident's close code is Quick Close. However, you can customize the frequency so that the survey is sent for only a certain percentage of the resolved incidents. You also can set the frequency based on the type or priority of the incident.
You can change the frequency of the Customer Satisfaction Survey by editing the SD.IncidentManagementProcess project in Workflow Designer.
Change the data that the survey collects.
You can change the text on the survey form. You can also change the survey questions and the possible responses so that you can track the information that is most important to your organization.
You can change the appearance and fields of the Customer Satisfaction Survey by editing the SD.CustomerServiceSurvey project in Workflow Designer.
For more information about customizing forms and editing the Customer Satisfaction Survey, see the Workflow Solution User Guide and the ServiceDesk Customization Guide.