Web-based survey software that is totally embedded in BMC® Remedy® workflow.
Kinetic Survey
Features
Survey Creation
- Ability to include questions, text, images, and multiple pages within a web-based survey
- Ability to personalize the text that displays to the user with things such as first name, business unit, etc.
- Ability to copy entire sections, pages, or other elements from one survey to another
- Ability to clone an entire web-based survey
- Ability to activate/deactivate a survey
- Includes sample surveys and forms
- Ability to create multi-language surveys
- Ability to configure locale-specific messages for the user in the event of an error (required field missing, survey already submitted, connection problems, etc.)
Questions
- Allow for multiple question types (Date, Free Text, Lists, Decimal, Integer, and Numeric Range) in web-based survey software
- Ability to include an attachment on a submission
- Ability for list of answers to come from a separate BMC Remedy form
- Pattern matching for available answers
- Limit the amount of characters available to submit for a question
- Allow fields to be required
- Allow field to be conditionally required
- Mark a question as read-only
- Clone questions from another template
- Ability to set a default value for a question
- Ability to set answer as "Do Not Score"
Styling
- Drag & drop WYSIWYG editing of pages
- Grid layout functionality
- Attach custom CSS style sheet
- Link to external stylesheets from web based survey software
- Apply CSS styling at a template or page level
- Set application-wide styling preferences
- Include text (static and dynamic lookup) in your web-based survey
- Include images in your survey
- Pick images from a central image library
- Ability to set style information for any element including text weight, font, color, background, and borders
Customer Experience (web)
- Limit the total number of characters submitted per page
- Hide/show questions and text based on answers/events
- In-page queries and set-field value actions
- Allow linking to external web pages
- Support for other client-side events including mouse-over, on-click, on-change, mouse-out
- Ability to include "hoverable" help text for any element
- Specify that a user must login (to BMC Remedy) before accessing a form in the web-based survey software
- Users can go back and change submitted answers on previous pages
- View completed results from a web page
- Ability for survey invitations to expire
- Ability to include custom JavaScript to extend functionality
- Ability to branch to different pages based on customer answers
- Ability to include any valid HTML markup in the body of the survey
Messaging
- Ability to control the styling of emails going out to customers and employees
- Ability to include fields (answers) in an email message
- Ability to specify an outbound email mailbox
- HTML and plain text email handling
- Preview of HTML email messages for message-creators
- Include attachments in an email message sent from the web-based survey software
- Ability to send notifications to managers based on a score of a survey
- Ability to send reminders to customers who haven't submitted a survey
- Ability to send notifications based on answer qualifications
- Ability to embed a simple survey in an HTML email
Reporting
- Includes pre-configured reports
- Uses Crystal® (Business Objects®) reporting facilities
- Include pre-configured flashboards of customer submissions
- Ability to export data from a web-based survey
- Ability to report across similar surveys
- Ability to modify existing reports
- Ability to import custom reports
Auditing
- Auditing on change of a customer submission/answers
- Auditing on change of a template (in active status)
Integration
- Integrate to other external applications (non-BMC Remedy) via web services, Java API, or other
- Remedy supported integration capabilities
- Events on any BMC Remedy based form can trigger one or more survey invitations to a customer based on rules
- Additional rules can be applied to events to determine whether to send an invitation (Every X number, Wait X days, Total Submissions)
- Opt-out functionality
- Create records in other BMC Remedy-based forms on submission by a customer
- Ability to send surveys in a batch based on a qualification
- Ability to trigger a "Quick Survey" as a popup dialog for agents working an incident/ticket — can be used for call scripting.
- Ability to push data from an originating ticket into a survey for auto-population of answers or for reporting needs
List Manager
- Ability to hold lists of people not held in other BMC Remedy-based forms/applications
- Ability to easily send out an invitation for a survey from the list manager
- Ability to import names/lists into the list manager
- Ability for customer submissions to create new members of a list
- Ability to populate members of a list via a web service
