surveys on steroids new uses for kinetic survey 10 years at kinetic data phone: 651-556-0926 ...
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Surveys on SteroidsNew Uses for Kinetic Survey
10 years at Kinetic Data Phone: 651-556-0926 Email:[email protected]
Derick LarsonSupport/Training
Fun fact!“…Alec Guiness paid Mark Hammil 20 pounds to leave him alone during the filming of the original Star Wars…”
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Agenda
http://starwars.com/play/online-activities/crawl-creator/index.jsp?cs=j44quk2sz7
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What is Kinetic Survey Process Driven, Web-Based, Customer Feedback Embed into BMC Remedy Content Sensitive Customer Survey Example
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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.
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Scripting in Kinetic Survey
What is Scripting?How is it Integrated?Use CasesExamples
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What is ScriptingScripting is opening a dialog on a Remedy form based
on an action and data.
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Integrating ScriptingNormal (non-steroid)
Used to Send Surveys After Submit/Modify on FormsClassic Customer Satisfaction Scenario
Scripting (Enhanced)Data Driven by QualificationUsed to display custom dialogs on Remedy formsAfter initial integration, no further customization
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Scripting Use CasesCollect Time Specific Information
Rebates/RecallsEmergency Situations
TroubleshootingAsk for Level Two information upfrontAsset Information not otherwise stored
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Scripting Use Cases
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Scripting Use Cases
Demo!
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Self Help with Kinetic SurveyDefinitionPlacementHow to Configure the Survey
Dynamic ActionsDynamic “Forms”
What Happens After
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Self-Help with Kinetic SurveyDefinition
Using a web form to ask questionsDynamic actions based on answers
PlacementAnywhere customers can access a URLAccess to Remedy for post actions
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Example
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Dynamic ActionsInsert/Remove
All actions on one pageAnswers drive next sectionLimited amount of space
Page BranchingSkip from Page to PageAnswers drive next optionLogic can be confusing
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Dynamic Page Branching
Demo!
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Follow-Up SurveysFind Out if Steps WorkedReport to Appropriate ResourcesRefine for Continuous ImprovementAdd “Standard” Survey Capabilities to Self-Help forms
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Post Survey ActionsDefinitionMessaging/NotificationsSend Follow-up SurveysCreate Records in Remedy Forms
Remedy WorkflowKinetic Task Engine
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Post Survey NotificationsMessage Templates
ReusableConfigurable data
Send Based on Answers (data)No Need to Create Remedy Workflow
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Post Survey NotificationsMessage Templates Dialog
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Post Survey NotificationsNotifications
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Follow-Up SurveysConfigurable by AnswersNo Need to Create Remedy WorkflowProcess by Passing ID of Previous Survey through Message Template
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Follow-Up Surveys - DetailsManager Follow-Up SurveyQuestion – Manager Contact – Yes/NoTrigger NotificationNotification built with URL to Manager SurveyURL Parameter of Original Survey
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Follow-Up SurveysMessage Template
Event populates the answers for Manager Review
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Follow-Up Survey
Demo!
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Other Post Self-Help ActionsWhat Happens after Submission
Actions in Response to Answers (Data)Remedy Form
Add the New Task EngineDynamic BuilderPre-made handlersMake your ownIntegrate Outside Remedy
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Remedy Workfow OptionFilter and Filter Guide Included
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Kinetic Task Engine
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ConclusionScripts Add FlexibilityDon’t Let the Word Survey Restrict You
It’s a form on the webTake advantage of web technologies (Javascript, CSS)
Extend Functionality with Post Survey Actions
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Questions and DiscussionScriptingSelf-HelpPost Survey ActionsKinetic Task
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ContactContact InformationDerick Larson651-556-0926derick.larson@kineticdata.comcommunity.kineticdata.com
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Bonus ContentMulti-Language SurveysTwo Options
Clone and Re-LabelDynamically Change
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Dynamically ChangePre-Requisites
Survey TemplateJavascript to change labels and textTranslation files
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Survey TemplateSpecific Text Identified for Replacement
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Translation FilesEach Language in Separate FileSpecific LocationsOn Each Web Server
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Example