Feedback Configuration

You can configure the Feedback Management for a Tenant, Workgroup, Classification, or Category. Based on your configuration, the End User is able to provide Feedback after the Incident is Resolved/Closed.

To configure Feedback, perform the following steps:

1. Navigate to Incident > Configuration > Others > Feedback Configuration. 
   The Feedback Configuration page is displayed.
   

2. Select Tenant, under which the Feedback configuration must be performed.
   Feedback Configuration Details page is displayed.
   
   Various sections are displayed as part of Details page. For more information refer to the following:

   Enable Feedback for Tenant

   Prerequisites

   The Administrator should add the *HREF_FEEDBACK* key in the Incident Resolved Mail To User e-mail notification template. If the key is added, the feedback link is displayed on the Incident Resolved Mail To User e-mail notification.

   Figure: Enable Feedback for Tenant

   HTML Snippet

   <tr><td style="padding:10px;border-top:dashed 1px #cccccc;">
   
   <div style="color:#999999">
   
   <a href="*HREF_FEEDBACK*" target="_blank">
   
   <strong>Click here</strong></a> to provide your feedback.</div></td> 
   
   </tr>

   If this check box is selected, the user can provide the feedback for the resolved Incidents by clicking the "Click here to provide your feedback" link on the Incident Resolved Mail To User e-mail notification.

   If the check box is not selected, the user is navigated to the Incident Details page by clicking the "Click here to provide your feedback" link on the Incident Resolved Mail To User e-mail notification and cannot provide the feedback.

   Note

   • If the Enable Feedback For Tenant check box is selected and the user has not given any feedback for the resolved incident, the user receives Feedback Required e-mail notification after the Incident is closed.

   • If the Enable Feedback For Tenant check box is selected and the user has given the feedback for the resolved Incident, the user receives Incident Closed e-mail notification.

   Feedback Questions

   This section displays the configured feedback questions for the selected Tenant sorted by Group. The same questions are displayed on the FEEDBACK page. Administrator can configure Feedback Questions in various languages for the End User. The End User can view the Feedback Questions in the same language selected for the application.

   Figure: Feedback Questions

   Select Include Inactive to view the all the feedback questions that are inactive.

   After configuring the Feedback Questions, Administrator can configure these questions in different languages for End Users.

   To Configure Questions in different languages, perform the following steps:

   1. Click on the language icon that is placed next to the question.

      

      Figure: Feedback Question
      

   2. Feedback question popup window is displayed.
      

   3. Select Language from the dropdown to translate the question.
      

      Figure: Feedback question configuration

   4. Additional Fields are displayed, enter the fields under Group, Question, and Answer section in the selected language.
      

      Figure: Feedback Question Group
      
      Example: In the screen shot the language is selected as French. The Question Group name Performance Group is written in French (Groupe de performances) in the Group Name Translation text box.  In the similar way, Answers are also translated and specified in the respected text box in the French language.
      Figure: Translated Feedback Question
      

      Notes

      • If an End User is using the Apex application in Spanish language, the feedback questions are displayed in the Spanish language.

      • Special Characters are not allowed.

   5. Click Submit to add the Feedback Question to the Details page.
      

   6. Success message is displayed.
      

      Figure: Translate

   To add more questions, refer Add Question.

   Fields for Disabling Feedback

   If Workgroup, Classification, and Category are configured, feedbacks are not required for the resolved or closed Incidents matching the criteria configured under this section.

   

   Figure: Fields For Disabling Feedback

   1. Select Workgroup, Search Classification and Category using search icon.

   2. Click Add to add the details to the list.

   3. Click on the delete icon to remove any added values from the list.

   Others

   You are enabled to to configure other configuration fields as below:

   Percentage of Incidents for Sending Feedback E-mails required for resolved/closed incidents for Tenant.

   Figure: Others

   For more information, refer to the following Field Description:

   Field	Description
   Percentage of Incidents for Sending Feedback E-mails	Specify the % of Incidents for which the feedback mail should be sent to the End Users. For example, for HR Tenant, the number of resolved or closed Incidents in a day is 100. The Feedback Percentage is specified as 40%. Feedback e-mails are sent to 40 randomly selected resolved or closed Incidents.
   Max. No. of Feedback Per User	Specify the maximum number of Feedback required per User per Tenant in a month. Example: If the Max. No. of Feedback Per User is specified as 10, and the number of closed Incidents for the user in the configured TENANT is 20, the End Users can provide feedback for 10 closed Incidents.
   Maximum Feedback Days	Specify the number of days from the Incident Closure Date by which the End User should provide a Feedback.
   Mandatory Feedback for Resolved/Closed Incidents	If the check box is selected, it is mandatory for the End Users to provide Feedback on the previously closed Incidents before logging new Incidents.
   Enable Feedback Reminder	Select this check box to enable the Feedback Reminders. If feedback is pending for the Incident, notification mail is sent to the User.
   Customized Feedback Message	Specify the Feedback message to be displayed to the End Users. The Feedback message is displayed to the End Users when no feedback is provided for the last resolved Incident and when the End User tries to log a new Incident.

   Configuration for Feedback Moderator

   This section displays the fields to configure the Moderator role.

   Note

   A moderator is an Administrator who monitors the feedback provided for the Resolved Incidents/SRs, and communicates with the End Users regarding the poor Feedback. The moderator can also request the End User to resubmit the Feedback if it is poorly rated.

   Figure: Configuration for Feedback Moderator

   For more information, refer to the following Field Description:

   Field	Description
   Moderator	Type in the moderator name and select from the list. You can also click the search icon to search from the list.
   Workgroup	Select Workgroup in the dropdown list to configure the selected user as Moderator for the selected Workgroup.
   Customer	Select Customer in the dropdown list to configure the selected user as Moderator for the selected Customer.
   Location	Select Location in the dropdown list to configure the selected user as Moderator for the selected Location.
   Add	Click Add to insert the data values to the Feedback Moderator.
   Feedback Resubmission Expiry Period (in Days)	Specify the time for the End User to resubmit Feedback. Example: If the specified time is 10 days, the End User can resubmit the Feedback till the tenth day from the day the re-submission is requested.

Actions

This section explains all the icons displayed on the ACTIONS panel of the FEEDBACK CONFIGURATION page:

SHOW LIST

Click this icon to go back to the FEEDBACK CONFIGURATION page.
Figure: Show List

Add Question

To add a question perform the following steps:

1. Hover on the Action panel and select Add Question to configure the Feedback Questions.
   Figure: Feedback Configuration
   

2. Enter the required Information in the Details page.
   For more information about the fields on the FEEDBACK CONFIGURATION page, see Field Description.
   Figure: Feedback Question

   Field	Description
   Question	Enter the Question
   Question Group	Select Question Group from the dropdown. To add a new group, refer to Add Group.
   Question Type	Select Question Type in the dropdown list. To know more about Question Types, refer to Types.
   Is it a 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 question is Active.

3. Click Submit to add the Question to the Details page.

Add Group

Select the group in the dropdown list. The question is added under the selected group.

To add a group, perform the following:

1. Click Add Group on the FEEDBACK QUESTIONS page.
   

2. Add/ Update Groups page is displayed.
   

   Figure: Question
   

3. Enter Group Name and assign a sort order and click add icon to create a group.
   For more information, refer to the following Field Description

   Field	Description
   Group Name	Enter the Group Name. The name entered here is displayed on the Question Group dropdown list.
   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	You can perform the actions as detailed below: Click icon to add the group. On adding the group, it is displayed in the drop-down list of the Question Group field. When you click Edit icon, other two icons are displayed for the editable field. Update icon   : Upon clicking on this, the change will take effect and go back to edit icon state. Cancel icon : Upon clicking on this the changes are reverted to the original value. Click icon to edit the values of the Group. Click icon to delete the Group.

4. Click Back To Question to go back to the Feedback Configuration details page.

Notes

• 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 Types

You have various Question Types, for more information refer to the following:

Change History

Click CHANGE HISTORY to view the modifications in the Feedback Configuration.

Figure: Change History