Get notified when negative feedback is submitted

The Negative Feedback Notification feature in Oracle Fusion Field Service enables dispatchers or designated helpdesk teams to be automatically alerted when customers submit low ratings (for example, 1–2 stars) using the Where’s My Technician (WMT) feedback page. By using Message Scenarios with configured blocking conditions, this process ensures that negative feedback is addressed promptly, improving service recovery and customer satisfaction.

Before you start

You must select the Enable Feedback check box on the Feedback page in the Where's My Technician theme for this procedure to work.

Advantages:

• Rapid Response: Immediate awareness of dissatisfied customers enables faster resolution.
• Improved Service Quality: Continuous monitoring of customer feedback allows for quick corrective action.
• Operational Efficiency: Automated alerts reduce manual monitoring and intervention.
• Brand Reputation Protection: Proactive customer engagement helps mitigate potential public complaints.

Use Cases:

• Notifying a helpdesk group when a customer leaves a low rating after service completion.
• Triggering internal escalation workflows for follow-up calls or corrective actions.
• Assigning different helpdesk groups for different service types or lines of business.
• Initiating customer chat interactions to resolve negative experiences in real time.

Here's how you can enable notifications for negative feedback:

Here's what to do

1. Create a Message Scenario named manage_negative_feedback with the Launch Condition Activity Completed.
2. Create these message steps to verify the feedback value in the feedback property:
   1. Create the first verification scenario step.
      1. Click Add new in the Scenario steps section of the manage_negative_feedback Message Scenario.
      2. Select Collaboration from the Delivery Channel drop-down list and Use static address in the Recipient drop-down list. You can also select Email.
      3. Click Add new and select a helpdesk group, which is designated to manage feedback responses.
      4. Select Deliver to Helpdesk.
      5. Select Time of event in the Sending time field.
      6. Choose the period for feedback verification. For this, enter a value in the Sending delay field. After this delay, the message step verifies if there is a feedback response for the first time.
      7. In the Patterns tab, configure the message text that is delivered to helpdesk operators. Specify the properties used for Rating and Comments. Use placeholders to add the details for the activity and mobile worker. Ensure that you prefix custom properties with pr_. For example, Rating: {pr_wmt_rating}, Comment: {pr_wmt_comments}).
      8. Configure the star rating level that triggers a message to the helpdesk operator. For this, add these Blocking Conditions:
         • First condition: Select Rating property, set the condition as Empty and Status as Failed. If there is no feedback value, the message is not sent to an operator.
           Note: Select Rating property, set the condition as is not empty. This will block the message if the feedback has already been received.
         • Second condition: Select Rating property, set the condition as >2 (greater than 2) and Status as Failed.
   2. Add the next verification step, in case the feedback was not provided during the configured period of time.
   3. Add more steps the same way to check for feedback in 5,10, and 30 minutes.

Results:

Other Recommendations:

• Define who should manage the negative feedback responses. After defining a dispatcher or a group of dispatchers who will receive notifications of negative feedback, either create a new helpdesk group or use an existing one.

• Configure different helpdesk groups for different types of services or lines of business.
• Accept the chat to resolve the feedback issue. As soon as the Where's My Technician Feedback with 1 or 2 stars is submitted, a notification appears for the helpdesk group. All online helpdesk users are notified and can see it. When an operator clicks Take chat to deal with the issue, the notification is no longer available to the other operators.