Contents

Introduction ................................................................................................................................................................ 2 Welcome To EBSuite ............................................................................................................................................... 3 Using EBSuite Online Help ....................................................................................................................................... 4 Built In Surveys ........................................................................................................................................................... 5 Standard Five Star KB Survey ................................................................................................................................... 6 Standard Five Star Case Survey................................................................................................................................ 7 Standard Comprehensive Case Survey..................................................................................................................... 8 BYO (Build Your Own) Surveys................................................................................................................................... 10 Survey Builder ....................................................................................................................................................... 11 Create New Survey................................................................................................................................................ 12 Survey Definition................................................................................................................................................... 13 Survey Questions .................................................................................................................................................. 14 Preview Survey ..................................................................................................................................................... 16 Link URL and Email ................................................................................................................................................ 17 Survey Results ....................................................................................................................................................... 18

Introduction Welcome to EBSuites online on-demand service suite of business applications. This <Survey> guide provides information and instructions to help you plan, set up, and display surveys in the system. Introduction Welcome Using EBSuite Online Help Built In Surveys Standard Five-Star Knowledge Article Survey Standard Five-Star Case Survey Standard Comprehensive Case Survey BYO ( Build Your Own ) Surveys Survey Builder Create New Survey Survey Definition Survey Questions Preview Survey Link URL and Email Survey Results

Welcome To EBSuite What is EBSuites Online OnDemand Services? The EBSuite.com hosted suite of CRM business tools is subdivided by business job/task function. Each application can be used as a stand-alone independent business solution or as an integrated complete CRM solution for your business. Applications include: Marketing Automation/Campaign Management, Sales Force Automation, Customer Support/Help Desk and Project Management.

The Survey feature in this guide is available in all module.

Using EBSuite Online Help Using EBSuite Online Help EBSuites Online Help provides several options for accessing configuration and background information Our Learning Center is located: http://www.ebsuite.com/iHelpLearn.jsp The Help link is accessed in the upper right corner of the application.

Search our Knowledge Base for solutions to Frequently Asked Questions, the URL is: http://helpdesk.ebsuite.com/supportfaq.jsp Submit a service request to our support staff, the URL is: http://helpdesk.ebsuite.com/support.jsp Email our Technical Support staff at: support@ebsuite.com or call our Technical Support staff at 888.276.3270 option #2 or 888.CRM.EBS0 option#2.

Built In Surveys This chapter provides an overview of the built in ( predefined ) surveys in EBSuite CRM. The goal of the built-in ( predefined ) surveys is to allow customers to gather feedback on KB articles and/or Cases, without having to know in advance how to build their own survey. There are three predefined surveys: Standard Five-Star Knowledge Article Survey Standard Five-Star Case Survey Standard Comprehensive Case Survey

Standard Five Star KB Survey The Standard Five Star Knowledge Article survey is a simple 'Was the article helpful?' widget at the bottom of each KB article in the support portal. It gives the reader a chance to rate the article from Poor ( 1 ) to Excellent ( 5 ). All the ratings would be summed up, averaged, and stored in the KB article as it's survey score.

You can enable / disable this standard five start knowledge survey in ( Support Module ) External Site -> Setup -> Knowledge SubTab -> Survey.

Standard Five Star Case Survey The Standard Five Star Case survey is a simple form, that ask the client to rate your service of the case from Poor ( 1 ) to Excellent ( 5 ), and also leave a comment..

The survey form is hosted on the CRM server: you will need to send the URL link to the client for him/her to participate in the survey. You can do this in two ways: 1) Customize one or more of your email template(s), to include the keyword ##CASE_SURVEY_FORCE_STD_FIVESTAR_URL## We will need to use this keyword because the case survey is case dependent, so the survey URL is different for different cases. 2) In the "Close Case" screen, find the Send Survey Email section, and select "Standard 5-Star Survey" from the survey dropdown

Standard Comprehensive Case Survey The Standard Comprehensive Case survey is a simple form, that ask the client to rate your service of the case, a couple of other questions, and also leave a comment..

The survey form is hosted on the CRM server: you will need to send the URL link to the client for him/her to participate in the survey. You can do this in two ways: 1) Customize one or more of your email template(s), to include the keyword ##CASE_SURVEY_FORCE_STD_COMPREHENSIVE_URL## We will need to use this keyword because the case survey is case dependent, so the survey URL is different for different cases. 2) In the "Close Case" screen, find the Send Survey Email section, and select "Standard Comprehensive Survey" from the survey dropdown

BYO (Build Your Own) Surveys This chapter provides an overview on how to build your own survey with the EBSuite Survey Builder. As described in the previous chapter, the built in surveys are predefined so that you can gather feedback on KB articles and/or Cases. They are always linked to one of those two entity types. On the other hand, you can build your own surveys, - If you need to ask a specific set of questions unique to your business / situation - The survey can be standalone ( not tied to any cases or knowledge articles ), - or if you choose, you can still link the survey you defined to a Case, Knowledge Article, or other types of entities Survey Builder Create New Survey Survey Definition Survey Questions Preview Survey Link URL and Email Survey Results

Survey Builder The place to build your own survey is located under Tools -> Survey Builder.

You can either click on [Create New], or click on an existing survey to modify it.

Create New Survey When you click on the [Create New] button from the survey builder summary screen, you are presented with a simple form. In the form you are only asked about the general information about this survey. Don't worry about the individual survey questions just yet, you will be able to add / delete / modify questions after you created the survey.

Survey Definition After you have created a survey, you can click into the survey detail screen to change its definition. You can use the [HTML Before] and [HTML After] area to customize your survey UI. For example to include your company logo and identity, add some introduction to this survey, etc. You can specify a [Start Date] and [End Date] for this survey. If a visitor clicks into a survey link outside the specified timeframe, he/she will see a message of "Sorry, this survey has already expired." You can limit the survey to unique IP address, so that one user can not submit multiple times. If you specify [Send Email to visitor who completed the survey], you will need to also click into the [Advanced] tab, to tell the system how to know which field is the email address, and the email content to send out.

Survey Questions Click on the [Questions] subtab in a survey, to add / delete / modify questions. An active survey must have at least one question. EBSuite does not put a limit on how many questions you may include in a survey. Submit the survey form, and you will always see several additional [Add] link where you can add more questions.

You will always manage ( add / delete / re-sequence ) the overall questions in the base screen, and (once added,) click into a question popup screen to manage that question in detail:

For each question, you can choose among these six types: Short Answer : One Line Text Input Long Text / Paragraph : Multi-line Long Text Input Selection / Dropdown : Multiple Choices, Single Selection, Dropdown Style

Selection / Radio : Multiple Choices, Single Selection, Radio Style Selection / Multiple Choice : Multiple Choices, Multiple Selection, Checkbox Style Attachment : File Upload

Preview Survey After configuring the survey, you can click on the [Preview] button on the top right, to preview the result.

Link URL and Email After configuring the survey, you can click on the [Links] subtab, to see the external URL for this survey. Since most email clients does not support direct user interaction within an email, the survey can not be delivered embedded in the email itself. You will want to copy down the URL above, and send the link in an email ( or publish it on your web site ) to clients that you want to survey.

If this is a standalone survey, the URL is all you need. If this is a survey that is linked to another entity, for example a specific Case, you will need to go to that Case's detail page, [Survey] subtab, and link to this survey. You can then get the URL and send to your clients.

Survey Results Click on the [Stats] tab to view survey results.