Surveys on Steroids New Uses for Kinetic Survey

 10 years at Kinetic Data  Phone:  Derick Larson Support/Training Fun fact! “…Alec Guiness paid Mark Hammil 20 pounds to leave him alone during the filming of the original Star Wars…”

4 Agenda activities/crawl- creator/index.jsp?cs=j44quk2sz7

5 What is Kinetic Survey  Process Driven, Web-Based, Customer Feedback  Embed into BMC Remedy  Content Sensitive  Customer Survey Example

6 What is it Really?  Named it wrong - Web Based - Integrated to Remedy  Kinetic Survey Does Three Things - Create “Forms” in Remedy - Put “Forms” on the Web - Answers Stored in Remedy  Since the data is now within Remedy, you can manipulate/integrate your own way.

7 Scripting in Kinetic Survey  What is Scripting?  How is it Integrated?  Use Cases  Examples

8 What is Scripting Scripting is opening a dialog on a Remedy form based on an action and data.

9 Integrating Scripting  Normal (non-steroid)  Used to Send Surveys After Submit/Modify on Forms  Classic Customer Satisfaction Scenario  Scripting (Enhanced)  Data Driven by Qualification  Used to display custom dialogs on Remedy forms  After initial integration, no further customization

10 Scripting Use Cases  Collect Time Specific Information  Rebates/Recalls  Emergency Situations  Troubleshooting  Ask for Level Two information upfront  Asset Information not otherwise stored

11 Scripting Use Cases

12 Scripting Use Cases Demo!

13 Self Help with Kinetic Survey  Definition  Placement  How to Configure the Survey  Dynamic Actions  Dynamic “Forms”  What Happens After

14 Self-Help with Kinetic Survey  Definition  Using a web form to ask questions  Dynamic actions based on answers  Placement  Anywhere customers can access a URL  Access to Remedy for post actions

15 Example

16 Dynamic Actions  Insert/Remove  All actions on one page  Answers drive next section  Limited amount of space  Page Branching  Skip from Page to Page  Answers drive next option  Logic can be confusing

17 Dynamic Page Branching Demo!

18 Follow-Up Surveys  Find Out if Steps Worked  Report to Appropriate Resources  Refine for Continuous Improvement  Add “Standard” Survey Capabilities to Self-Help forms

19 Post Survey Actions  Definition  Messaging/Notifications  Send Follow-up Surveys  Create Records in Remedy Forms  Remedy Workflow  Kinetic Task Engine

20 Post Survey Notifications  Message Templates  Reusable  Configurable data  Send Based on Answers (data)  No Need to Create Remedy Workflow

21 Post Survey Notifications  Message Templates Dialog

22 Post Survey Notifications  Notifications

23 Follow-Up Surveys  Configurable by Answers  No Need to Create Remedy Workflow  Process by Passing ID of Previous Survey through Message Template

24 Follow-Up Surveys - Details  Manager Follow-Up Survey  Question – Manager Contact – Yes/No  Trigger Notification  Notification built with URL to Manager Survey  URL Parameter of Original Survey

25 Follow-Up Surveys  Message Template  Event populates the answers for Manager Review

26 Follow-Up Survey Demo!

27 Other Post Self-Help Actions  What Happens after Submission  Actions in Response to Answers (Data)  Remedy Form  Add the New Task Engine  Dynamic Builder  Pre-made handlers  Make your own  Integrate Outside Remedy

28 Remedy Workfow Option  Filter and Filter Guide Included

29 Kinetic Task Engine

30 Conclusion  Scripts Add Flexibility  Don’t Let the Word Survey Restrict You  It’s a form on the web  Take advantage of web technologies (Javascript, CSS)  Extend Functionality with Post Survey Actions

31 Questions and Discussion  Scripting  Self-Help  Post Survey Actions  Kinetic Task

32 Contact  Contact Information  Derick Larson    community.kineticdata.com

33 Bonus Content  Multi-Language Surveys  Two Options  Clone and Re-Label  Dynamically Change

34 Dynamically Change  Pre-Requisites  Survey Template  Javascript to change labels and text  Translation files

35 Survey Template  Specific Text Identified for Replacement

36 Translation Files  Each Language in Separate File  Specific Locations  On Each Web Server

37 Example