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.

1. Add the Survey shape to the life cycle of your case.

   1. On the Workflow tab, click Life cycle.

   2. Hover over a process in a stage, and then click + Step > More > Utilities > Survey.

      For advanced processes, click Configure process to add the shape to the flow canvas.

   3. Click Select.

2. In the Select survey field, press the Down Arrow key and select the name of a survey.

3. In the Navigation type list, select an option to control how the questions in the survey are displayed:

   • Plain - Displays one vertical column of questions.

     To maximize screen space, choose this method because you can distribute the questions across multiple screens.

     For more information about changing the way that questions are displayed, see: Maximizing screen space in a survey.

   • Tree - Displays the first question in each question page. Users expand the tree when they are ready to answer more questions.

   • Question page as a row - Displays rows of questions that are organized by question page.

4. Indicate who is responsible for answering the questions in the survey.

   To assign a task to a specific user:

   1. Click Operator.

   2. In the Operator field, press the Down Arrow key and select the user ID of a person in your organization.

   To assign a task to a work queue of a team:

   1. Click Work queue.

   2. In the Work queue field, press the Down Arrow key and select the name of a work queue that is shared by a team.

5. Click Save.

You must purchase a separate license before using survey functionality in your application.

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