Get notified when negative feedback is submitted

You can use this best practice to configure Oracle Field Service to notify dispatchers when your customers provide negative feedback on the Where's My Technician page.

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.

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 use the right format for custom properties. 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.
         • 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.