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Designing surveys

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Gather information quickly from users while they process a case by designing a survey. When users complete a survey,the answers that they provide can capture the details that you need to successfully resolve your Microjourney.

By taking advantage of the multiple formats that questions can take in your surveys, you ensure that you capture the precise information that your business processes require. For example, you can provide a text box in which users can enter their answers directly, or create a radio button matrix, so that users can select their answers from a group of radio buttons. To save time, you can collect related questions on one page, and then reuse that page in other surveys. For instance, you can create a question page that captures details about customer satisfaction, and then reuse that question page in surveys about different business processes.

  • Best practices for creating a survey

    You can use surveys to gather information from users. Before you create a survey, review these best practices.

  • Creating a survey

    Create a survey to provide a structure for the questions that users answer in a case.

  • Fine-tuning your survey

    Fine-tune the way that your survey displays questions and evaulates answers to ensure that you collect valid information in a case.

  • Running a survey in a case

    You can use the Survey shape to collect information from a user who is processing a case. By providing a structured format for questions and answers, you can quickly incorporate user feedback into a case.


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