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Administrator Guide
Last Updated: 2024-09-20
Set Up Case Satisfaction Surveys

Set Up Case Satisfaction Surveys

  • Security: These domains in the System functional area:
    • Business Process Administration
    • Manage: Business Process Definitions
  • Set up case management. See Steps: Set Up Case Management.
You can set up case satisfaction surveys to collect employee feedback after a case solver resolves their case. Case satisfaction surveys enable you to measure employee satisfaction and improve your employee support model. Employees can view and complete case satisfaction surveys in My Tasks and on the case view.
  1. From the related actions menu of the
    Resolve Case
     business process, select
    Business Process Policy > Edit
    .
  2. In the
    Who Can Do Action Steps in the Business Process
     section, add the
    Employee as Self
     security group to the
    Complete Case Satisfaction Survey
     action step and click
    OK
    .
  3. Activate Pending Security Policy Changes.
  4. Access the
    Create Case Satisfaction Survey Configuration
     task.
    As you complete the task, consider:
    Option Description
    Survey Configuration Name
    Enter a name for the survey.
    Survey Rating Description
    The rating scale for the survey. Workday uses a 1 - 5 to survey scale, with 1 being
    Very Dissatisfied
     and 5 being
    Very Satisfied
    .
    You can't modify the survey rating.
    Survey Question Text
    Select the default survey question or enter custom text for the survey question.
    The default survey question text is
    How was your experience?
    Include Feedback Field
    Enable this field to include a text field on surveys where the employee can enter additional qualitative feedback.
    (Optional)
    Additional Survey Questionnaire
    You can add a questionnaire with additional questions to the survey. The questionnaire must have
    Case
     as the value for the
    Questionnaire Types
     field. See Configure Questionnaires and Questions.
  5. Click
    OK
    .
  6. From the related actions menu of the
    Resolve Case
     business process, select
    Business Process > Edit Definition
    .
  7. Enter an
    Effective Date
     and click
    OK
    .
  8. Add a new step on the
    Business Process Steps
     tab to send the case satisfaction survey.
    As you complete the task, consider:
    Option Description
    Order
    Enter an
    Order
     value that places the step after the defined completion step of the business process.
    Type
    Select
    Action
     as the step type.
    Specify
    Select
    Complete Case Satisfaction Survey
    .
    Group
    Select the
    Employee as Self
     security group.
    (Optional)
    Due Date
    Enter a due date to automatically remove unanswered case satisfaction surveys from My Tasks and the case view for employees. Workday removes unanswered surveys after the designated due date has passed.
  9. Click
    OK
    .
  10. On the new business process step, click
    Configure Complete Satisfaction Survey
    .
  11. Enter an
    Effective Date
     and click
    OK
    .
  12. Select your new
    Case Satisfaction Survey Configuration
    .
  13. Click
    OK
     and
    Done
    .
Workday now sends case satisfactions surveys to employees after a case solver resolves their case.
To view and analyze all survey responses, you can create a custom report using the
Case Satisfaction Survey Responses
 report data source.