Send employee satisfaction surveys after a Help Desk request is resolved

Employee feedback through satisfaction surveys can now be gathered for Help Desk in the Redwood Experience.

Example of a Help Desk Survey

Sample Help Desk Survey

The basic process is simple:

Administrators: use the Survey Authoring Agent Team in AI Studio to create a Help Desk satisfaction survey template.
Employees: receive an invitation to complete a survey using a configured communication channel (such as email or bell notification). Submitted responses are associated with the originating Help Desk request.
Agent: authorized agents can view submitted survey responses using the 'Show Survey Results' SmartAction.
Administrators: responses can also be analyzed in Oracle Transactional Business Intelligence.

Help Desk surveys can provide important feedback on the effectiveness of an individual Help Desk request as well as general identify service trends, improving Help Desk support quality.

Steps to enable and configure

There are just a few simple steps to configure Surveys for your Help Desk.

Step 0 – Before You Begin

Confirm you can access your target environment, activate and publish a sandbox, and create/edit object event triggers and web services in Application Composer. We recommend you complete this entire process in a test environment before moving to production.

Step 1 – Create a Survey

Create a survey using ‘Survey Authoring Agent Team’ in AI Agent Studio. The Survey Authoring Agent team is described in more detail here: https://docs.oracle.com/en/cloud/saas/readiness/service/26a/bsvc-26a/26A-b2b-service-wn-f43393.htm#Steps-to-enable-and-configure. Once your survey is complete record the SurveyID for use in later steps.

Step 2 – Configure Survey Invitation Logic

All parts of Step 2 must be completed as an administrator in a sandbox. Don’t forget to publish your sandbox when your configuration testing is complete!

Step 2A – Configure Object Event Trigger

Using Application Composer, configure a ‘Before Update’ object event trigger for your HR Help Desk and/or Internal Help Desk object. Sample code is provided below. When implementing this trigger you should:

Put your values in place of [your surveyID] and [your server].

Consider updating the sample code to meet your specific requirements: Help Desk object or objects (HRSR and/or ISR), status transition(s), notification channel(s), invitation text, and any logic needed to limit invitations by date, time window, frequency, user preference, etc.

if (isAttributeChanged('StatusCd') && StatusCd == 'ORA_SVC_HRHD_RESOLVED') { 
   try { 
       def srId = SrId 
       def primaryContactPartyId = PrimaryContactPartyId 
       def assigneeResourceId = AssigneeResourceId 
       def objectTypeCd = 'ORA_SVC_SERVICE_REQUESTS_HRHD' 
 
       // Hardcoded SurveyId 
       def surveyId = "[your surveyID]" 
 
       def createSurveyWS = adf.webServices.CreateSurveyRequestWS 
 
       createSurveyWS.requestHTTPHeaders = [ 
           'Content-Type': 'application/json', 
           'Accept'      : 'application/json' 
       ] 
 
       def surveyRequestPayload = [ 
           SurveyId      : surveyId, 
           ObjectId      : srId, 
           ObjectTypeCd  : objectTypeCd, 
           PartyId       : primaryContactPartyId, 
           RespondedFlag : 'N', 
           OwnerId       : assigneeResourceId 
       ] 
 
       def surveyRequestResponse = createSurveyWS.POST(surveyRequestPayload) 
 
       if (!surveyRequestResponse) { 
           println("Error: Survey Request response is null.") 
           return 
       } 
 
       def surveyRequestId = (surveyRequestResponse as Map)?.SurveyRequestId?.toString() 
 
       if (!surveyRequestId) { 
           println("Error: Failed to retrieve SurveyRequestId.") 
           return 
       } 
 
       def surveyUrl = "https://[your server]/fscmUI/redwood/helpdesk/employee/survey?surveyRequestId=${surveyRequestId}" 
 
       def emailMessage = """ Your Help Desk request has been resolved. We value your feedback. Please take a moment to complete a survey by clicking this link: ${surveyUrl}. Thank you! """.trim() 
 
       def notificationMap = [ 
           ObjectId         : srId, 
          MessageText      : emailMessage, 
          RecipientPartyId : primaryContactPartyId, 
           Channels         : ['ORA_SVC_EMAIL', 'ORA_SVC_BELL'] 
       ] 
 
       adf.util.sendNotification(adf, notificationMap) 
       println("Survey notification sent successfully.") 
 
   } catch (Exception e) { 
       println("Error: ${e.getMessage()}") 
       e.printStackTrace() 
   } 
}

Once complete you should also validate that the object event trigger does not send invitations when unrelated edits are made to the Help Desk Request.

Step 2B – Configure Web Service

Register and test a web service, ‘Create Survey Request’, for use by your object event trigger. A sample configuration for the web service is provided below (don’t forget to use YOUR server's name in the URL). When configured you should confirm successful authentication, endpoint version, and JSON response fields.

Web Service to Create Survey Request

Step 2C – Enable Survey SmartAction

In Application Composer enable the ‘Show Survey Results’ SmartAction.

Step 3 – Test Your Configuration

Step 3A – Test Survey Invitation

As an agent, move a sample Help Desk Request to a status that would trigger a survey invitation. Verify the survey invitation is sent correctly: using the text you provided in the object event trigger, delivered to the expected recipient(s), and using your configured notification channel(s).

Step 3B – Test Survey Submission

As an employee, follow the survey invitation link to the survey and submit a response.

Example of a Help Desk Survey

Once submitted you should also confirm that the same survey invitation cannot be completed again by the same employee.

Step 3C – Verify Survey Results

Using the ‘Show Survey Results’ SmartAction, verify that the survey response is saved and associated with the originating Help Desk request.

Using the 'Show Survey Results' SmartAction

Viewing a Survey Response in a Help Desk Request

(Optional) Step 4 – Report on Survey Results

All Survey responses are saved to the ‘Service - CRM Survey Responses Real Time’ subject area in OTBI. More information is available is here: https://docs.oracle.com/en/cloud/saas/sales/faoec/Service-CRM-Survey-Responses-Real-Time-SA-142.html.

Tips and considerations

At this time surveys are only available for Help Desk requests and are not generated for chat or phone interactions or other channels where a request is not generated.

Access requirements

The following duty roles support Survey functionality:

ORA_OIA_INTERVIEW_PUBLISHING_DUTY - Allows a survey to be published.
ORA_OIA_INTERVIEW_AUTHORING_DUTY - Allows authoring of a new survey.
ORA_OIA_INTERVIEW_VIEWING_DUTY - Allows viewing the results of a survey.
ORA_OIA_INTERVIEW_MANAGING_DUTY - Allows the ability to enable or disable surveys.

The duty roles above have been added to out-of-the-box job roles:

Employees: Survey data, survey request, and survey integration framework grants are provided for the standard Help Desk employee duty roles, including HR Service Request Creation and Internal Service Request Creation. Consider adding these to any custom roles you are using.
Administrators and analysts should use the standard Help Desk administration, service request management, and analysis roles that include the required survey request privileges, such as HR Help Desk Administration, HR Help Desk Service Request Management, and HR Help Desk Analysis.

Administrators who configure surveys may also need access to AI Studio and the published Survey Authoring Agent Team.

If your organization uses custom roles, review those roles and add the required survey privileges and data security policies as needed.