Survey: Need two conditions with same questions and different response options to show in one report

[angelas]

Hello - 

I have the following request:

Create a customer satisfaction survey to go out everytime an INC is resolved.

Requirements:

-  6 questions- (with dependencies)

- Depending on contact channel, 2 questions with have responses needed to be removed/changed.

- All Questions/Responses should be in one report.  ( Optimal would be one row per survey with INC number, contact channel from INC, and column for 6 questions and each response listed and not duplicate question columns).

After trying many paths the one that seems to be the best is:

1.Two surveys with using a Question Bank - (for contact channels)...and additional surveys for other conditions (dependent on the needing different Question Response options)

2.Tailor using Survey Designer to use Question Banks on the survey except the 2 questions with different response options.  Use those 2 questions just on that one survey with their tailored responses.  

3.Use trigger conditions to send the email invites based on contact channel, state changes to Resolved, & the other condition.)

4.Use Database View and rename the columns labels to the question.

~Doing this method, it appears that the 2 questions (with different options for responses) would be two different columns as the questions/metric is two different ones.

Next, I'm going to try to set the Question/metric fields for table = incident and conditions on the question to get to 1 survey in an effort to get to that into one report without multiple question columns.

Is there a better way we can be handling this requirements?  Any feedback would be much appreciated!

Thank you!

[Amit Gujarathi]

HI @angelas ,
I trust you are doing fine.

Based on your requirements, here is a suggested approach for creating the survey:

1. Create a Question Bank containing all six questions.

   • You can do this by navigating to "Survey > Question Bank" and creating a new record.
   • Add the six questions to the Question Bank.

2. Create two separate surveys, one for each contact channel that requires a different set of responses for two of the questions.

   • You can do this by navigating to "Survey > Surveys" and creating a new record.
   • Add the Question Bank to each survey.
   • Remove or modify the two questions as needed for each survey.

3. Use trigger conditions to automatically send the survey invites when an incident is resolved.

   • You can do this by navigating to "System Definition > Business Rules" and creating a new record.
   • Set the condition to check for the incident being resolved.
   • Use the "gs.eventQueue" object to schedule an email or survey to be sent.

4. Use a Database View to combine all survey responses into one report.

   • You can do this by navigating to "System Definition > Tables" and creating a new record.
   • Set the Table to "Survey Result".
   • Use the "Columns" related list to rename the columns to match the question labels.

[angelas]

Thank you for the response. That is how I have set it up so far.

However for #4 with the Database View...I would have those two questions listed two times in the table, correct? Since the there would be different sys_ids for each of those questions (even though it asks for the same thing).  One column would be for Survey #1 (Question #5 and different responses) and the other would be Survey#2 ( Question #5 and different respones).

[angelas]

The other condition is Assignment Group, but I didn't feel that was relavant to the conversation.  The two conditions are Assignment Group and Contact Channel.