PeopleSoft Enterprise CRM 9.1 Workforce Communications PeopleBook

Working with Dialogs

This chapter discusses dialog security, and includes the following sections:

Understanding Dialogs
Understanding Dialog Security
Setting Up Survey Ratings and Scores
Defining Dialog Security

Understanding Dialogs

With PeopleSoft Workforce Communications, initiatives that require automated, one-way or two-way online communications between HR and the workforce can be implemented using dialogs. A dialog program defines a flow or a sequence of actions that describe which workforce population would be reached, what kind of communication would be sent, when it would be sent, how responses would be handled and how subsequent follow up interactions would be performed. Dialogs can be rolled out independently or as part of a higher-level roll up program.

For a detailed description of online dialogs and their creation, refer to the Online Marketing documentation.

Understanding Dialog Security

You can set security for online dialogs, defining which users and roles can access them and who can view the individual and aggregate reports that are generated from dialog data. You can set security for dialogs, different types of survey reports, audiences, and profiles. You can also set up surveys to be anonymous, so respondents' identifying information is not included with their survey responses.

Dialog Security

When dialog security is specified for a dialog, the Marketing Program search will only display those dialogs that users are authorized to access, based on User ID or whether they belong to a role that has been given permission to view the dialog. Permissions are set in the Team tab on the Dialog Designer page. Note that the dialog owner has access to the dialog by default.

Individual Survey Security

Individuals and roles can be given permission to view reports that contain survey responses from individual members of the audiences targeted by the dialog.

Aggregate Survey Security

Individuals and roles can be given permission to view the aggregate Workforce Survey Analysis report for the specified dialog.

Profile Security

Access to profile definitions is available only to users with the WFC Profile Administrator role and associated permission lists. Profile managers can determine which of the Profile Groups are visible for Workers and Persons of Interest, and under what conditions (based on user role and other configurable conditions) those profiles and profile groups are visible.

Worker and Person of Interest Security

Access to Worker and Person of Interest components is granted to users with the Workforce Administrator role and associated permission lists. Visibility to specific pages within the Worker record is controlled by CRM application security and the Secured Worker role that limits visibility to sensitive worker data based on the user role.

Anonymous Survey Data

Workforce Communications provides the ability to allow employees, contingent workers, and persons of interest to complete dialog surveys anonymously. This enables confidentiality in responses when needed for surveys relating to satisfaction, engagement, or anything else of a sensitive nature.

For example, employees that attended an all-hands meeting can complete a survey to confidentially provide their feedback about the meeting's effectiveness. Depending on the information they provide, the system does one of the following.

Note. The most common scenario is for respondents to receive the survey link in an email, rather than by way of a web site.

If the Survey Link Was Received in Email

If the survey link was received in email, the system associates the survey with the person to whom it was emailed unless the Track click-through by recipient option is not selected in the email document. The Online Marketing documentation regarding adding a web link to an email document describes this option in more detail.

Note. Be aware that although Online Marketing will not track identifying information about an email recipient if the Track click-through by recipient option is not selected in the email document, if the dialog contains a last name and email address field and these fields are filled out, the survey will be associated with the respondent.

See Designing Email Documents.

If the Survey Link Was Accessed from a Website

Surveys can be accessed from a web page. Surveys can be configured to provide a self-identification page where the recipient will need to provide their first name, last name, and email address. Once they've provided this info, the following validation will occur.

If the last name and email address are provided (by default—this is configurable on the Online Marketing Matching Rules page), the system checks to see if the employee exists in the database. If the employee does exist, the system stores the survey associates those survey results with the employee.
If the last name and email address are provided but employee does not exist in the database, the system creates a new Person, then creates a record for the survey associated to this new person.

Note. If the dialog is marked for “Worker,” no new person record is created in the system.
If the last name and email address are not provided (that is, if the respondent chooses to respond anonymously) or not requested at all, the system bypasses the database and creates a record for the survey with no identifying information associated.

Setting Up Survey Ratings and Score Bracket

This section describes how to set up survey ratings and score brackets for dialog surveys.

Pages Used to Set up Survey Ratings and Score Brackets

Page Name	Definition Name	Navigation	Usage
Survey Rating	RY_SVY_RATING	Set Up CRM, Product Related, Marketing, Surveys, Survey Ratings	Define interpretive meanings for each survey score bracket.
Score Brackets	RY_SVY_SCORES	Marketing, Score Brackets	Enables derivation of the Score Bracket dimension values.

Setting Up Survey Ratings

Access the Survey Rating page (Set Up CRM, Product Related, Marketing, Surveys, Survey Ratings)

Survey Ratings allow each Score Bracket to be assigned an interpretive meaning so that surveys designed with dissimilar score brackets can still be compared in the Workforce Survey Analysis Report.

You can set up Survey Ratings at any point, and use them with multiple dialogs. After they have been created, survey rating can be assigned to Score Brackets in one or more dialogs as needed.

Note. This setup is performed by the WFC System Administrator as needed, and the information is used only with the Survey Analysis Report.

Rating Code	A unique code that has to be assigned to each Rating. This value is mandatory.
Survey Type	For Workforce Communications, this value must be set to Workforce.
Rating Description	A textual description of the Survey Rating. This value is mandatory.
Image	Each rating can be associated with an image that will be used to visually display the meaning of a rating on the Workforce Survey List pagelet and in the Workforce Survey Analysis Report's configurable search results. This value is optional.

Note. If a user tries to delete a Survey Rating that is already tied to a Score Bracket, then an error message is displayed and the action will not be allowed.

Setting Up Score Brackets

Access the Score Brackets page (Marketing, Score Brackets)

Note. This setup is performed by the user who sets up the dialogs, and the information is used only with the Survey Analysis Report.

When you select a Dialog Survey, the dialog's name is displayed in read-only form in the header of the Score Brackets page, along with the Lowest Possible Score and Highest Possible Score values for the dialog. These values are calculated by querying the dialog's document setup tables, and they define the score bounds of the Survey. You can use them as a reference while defining your Score Brackets.

Sequence	Score Brackets are sorted by Sequence number by default. When a new row is added, the Sequence number for that row is calculated by incrementing the highest existing Sequence number on the page by 1. Users can change Sequence numbers, but they should have unique values and must be whole numbers (including 0).
Minimum Score	The lower end of a Score Bracket. This value must be a whole number (including 0).
Maximum Score	The higher end of a Score Bracket. This value must be a whole number (including 0) and must be greater than the Minimum Score value. Note. Do not define overlapping Score Brackets, nor leave gaps between Score Brackets.
Description	The description of the Score Bracket—the value that is displayed in the Workforce Analysis Interactive Report filter for Score Brackets. When Minimum Score and Maximum Score values are specified, the Description field is automatically populated with the value Minimum Score – Maximum Score (for example, 0 – 20), but the user can change this (for example, 0 to 20)
Rating	Use this prompt to choose a previously defined Survey Rating to be assigned to the Score Bracket (as applicable to the Survey Type, which in the case of Workforce Communications is Workforce). When the average score of a Survey is calculated on the Workforce Survey List Pagelet and the Configurable Search Results for the Workforce Survey Analysis Report, this Rating value is displayed next to it, thus allowing the user to better interpret survey results.
Image display column	This read-only column displays the image that corresponds to the Survey Rating chosen for the Score Bracket, providing a preview of what will be displayed on the pagelet and on the configurable search results screen.
Add Score Bracket	Click this button to add a new Score Bracket row. Note that Score Brackets are specific to individual dialogs.

Note. If the survey dialog contains multiple survey documents, then all the documents will be considered when calculating the Lowest and Highest Possible Score values. Thus, users should not create survey dialogs that link documents using conditional logic because the system could double-count questions when generating low and high scores. The system will not prevent you from creating survey dialogs with documents containing conditional logic, but you should be aware that if you do so, the low and high scores will not be accurate.

See Setting Up Survey Ratings and Score Bracket.

Updating Score Brackets

You can safely update score brackets for a survey before it has any responses. However, if you want to update a Score Bracket (that is, update a row that already exists on the Score Bracket page) and any responses exist for the survey associated with it, a warning message will display if you try to do any of the following:

Update the Minimum Score value.
Update the Maximum Score value.
Update the Description.
Delete the row.

The warning message will indicate that deleting or updating Score Brackets associated with surveys that have responses can result in the generation of incorrect results in the Survey Analysis Report. In order to prevent this from happening, you should save changes on the Score Brackets page and then run the Stage Data for Reporting Application Engine program with the Refresh Dimension References option selected.

See Staging Data for Workforce Surveys.

Defining Dialog Security

This section describes how to define secure dialogs.

Pages Used to Define Dialog Security

Page Name	Definition Name	Navigation	Usage
Dialog Designer – Dialog Information	RY_DIALOG	Marketing, Dialog Designer, Dialog	Specify that a dialog is secured.
Dialog Designer – Team	RY_DIALOG_TEAM	Marketing, Dialog Designer, Team	Specify dialog security access for team members.

Defining a Secure Dialog

Access the Dialog Designer – Dialog Information page (Marketing, Dialog Designer, Dialog).

Secure Dialog by Team Member

Select this check box to define the dialog as a secure dialog.

Selecting the Secure Dialog check box on the Dialog Designer page restricts access and visibility to the dialog and its related reports. When a dialog is secured, users will be unable to access the Dialog Designer and dialog reports for the secured dialog. Additionally, the dialog is not returned in configurable search results for the Dialog Designer and dialog related reports.

Specifying Dialog Access

Access the Dialog Designer – Team page (Marketing, Dialog Designer, Team).

Team Members

This section displays the list of team members associated with the dialog.

Owner

This check box is selected to identify the dialog owner. Only one check box can be selected, because a dialog can only have one owner—by default, this is the person who created the dialog. If there are multiple team members, you can choose a different dialog owner by selecting the check box next to that person's name.

Name

Individuals who are manually added as team members. This list initially includes at least one individual—the owner of the list (by default the creator of the dialog).

Add Team Member

Click this button to add a team member to the list.

Role Name

Select a role name from the list. Roles leverage the PeopleTools security roles. You can create groups of people, assign PeopleTools security roles to the groups, and then reuse the groups in the future.

Dialog

Select this check box to give the user or role authorization to access the dialog and its related programs and campaigns.

Individual Reports

Select this check box to give the user or role authorization to run the individual reports. The user or role is restricted to reports that convey the survey results for each individual respondent for that specific dialog

Aggregate Reports

Select this check box to give the user or role authorization to run the aggregate reports for a specific dialog.

Add Team Role

Click this button to add a new team role. Roles leverage the PeopleTools security roles. You can create groups of people, assign PeopleTools security roles to the groups, and then reuse the groups in the future.

Team Members	This section displays the list of team members associated with the dialog.
Owner	This check box is selected to identify the dialog owner. Only one check box can be selected, because a dialog can only have one owner—by default, this is the person who created the dialog. If there are multiple team members, you can choose a different dialog owner by selecting the check box next to that person's name.
Name	Individuals who are manually added as team members. This list initially includes at least one individual—the owner of the list (by default the creator of the dialog).
Add Team Member	Click this button to add a team member to the list.
Role Name	Select a role name from the list. Roles leverage the PeopleTools security roles. You can create groups of people, assign PeopleTools security roles to the groups, and then reuse the groups in the future.
Dialog	Select this check box to give the user or role authorization to access the dialog and its related programs and campaigns.
Individual Reports	Select this check box to give the user or role authorization to run the individual reports. The user or role is restricted to reports that convey the survey results for each individual respondent for that specific dialog
Aggregate Reports	Select this check box to give the user or role authorization to run the aggregate reports for a specific dialog.
Add Team Role	Click this button to add a new team role. Roles leverage the PeopleTools security roles. You can create groups of people, assign PeopleTools security roles to the groups, and then reuse the groups in the future.