HR surveys in non-scoped HR

HR surveys let users rate their satisfaction with HR case resolution, and provide management with feedback to improve HR processes, in the non-scoped version of HR.

Two predefined HR surveys are provided: HR Request Satisfaction Survey and HR Exit Survey. HR administrators and HR managers can edit HR surveys and the associated trigger conditions.

The HR Request Satisfaction Survey is triggered randomly for 50% of closed HR cases. Users receive an email with the survey link after they accept the resolution or when the HR case is closed incomplete. The HR Exit Survey is triggered for employees in the offboarding process. It is sent to all offboarding employees when the HR task state is Work in Progress.

HR managers and administrators can review responses by question and see a scorecard. Comments entered by users provide feedback that can be used to improve the performance of HR case management. The following survey options can be configured.

  • The look and feel of the questionnaire, for example, by adding the company logo.
  • Conditional questions that appear when users answer other questions in a certain way.
  • The trigger condition, for example, to send it for every case or to a lower percentage of users.

With trigger conditions, the system generates a survey instance each time a specific action occurs on a given table, such as when an HR request closes. Send a survey every time the condition is met, or set a probability to send a survey at random when the condition is met. Trigger conditions are ideal for sending surveys to measure satisfaction with a recent experience, such as closing an HR request.

For more detailed information about working with surveys, trigger conditions, and survey questions, see the related topics for the Survey application.

Create or modify an HR survey in non-scoped HR

You can modify the predefined HR satisfaction surveys to suit the needs of an organization, and create additional HR surveys.

Before you begin

Role required: admin, hr_admin, or hr_manager

About this task

For example, you may want to create an HR survey to gauge the satisfaction for more complex HR processes, such as onboarding.

The following steps describe how to work with survey questions in the Survey Definition form. You can also click Survey Designer to open the survey and its questions in the survey designer. When you save the survey, the survey definition is automatically added.

Procedure

  1. Navigate to HR • Administration > Surveys > HR Surveys.
  2. Click New or open an existing survey.
  3. Complete the form.
    Table 1. Survey Definition form
    Field Description
    Name Name of the survey, which appears on the questionnaire.
    Description Helpful information about the survey.
    Signature Acknowledgement by a survey recipient of requirements, admonitions, or policies related to the survey. The signature may require the recipient to select a check box or to type a full signature to verify having read these assertions. You can display assertions without requiring a signature. Select an existing signature from the list or click New to create a new one. The signature form contains these fields:
    • Name: Descriptive name for this signature.
    • Signature type: Type of signature required. The selections are Check box, Full name, or Assertion only. If Assertion only is selected, no signature is required to submit the survey.
    • Assertion: Text you want to display to recipients.

    By default, a property called Require authentication for user signature is configured to require users to authenticate when providing a full name signature.

    Active Check box to activate the survey definition. When the Active check box is cleared, new survey instances cannot be generated and users cannot complete existing survey instances. Use the Active check box to deactivate or activate a published survey.
    Anonymize responses Check box to ensure that all responses for this survey are stored without the submitting user names. When a user submits a survey, the system clears the Assigned to field for the associated survey instance. Also, survey responses for anonymous surveys do not contain Assigned to values.
    Note: The Assigned to field is cleared. However, each response record includes the Created By and Updated By fields that are accessible to users with the survey_admin role.
    Send notifications Check box to send a notification that the survey has been taken.
    State Status of the survey: Draft or Published.
    Schedule period Option that determines how often a user can take the same survey and whether the system generates survey instances on a schedule.
    Note: If you use a trigger condition for a survey, ensure the schedule period is set to No Limit. Trigger conditions use a different method to regulate how often users can receive survey instances.
    Introduction Introductory content to display on survey questionnaires. Consider adding a company logo, a welcome message, background information about the survey, or instructions.
    End note Content to display on the screen that appears when someone submits a survey questionnaire. Consider adding a thank you message, follow-up instructions, or other applicable information.
  4. Click Submit or Update.

Create or modify HR survey categories and questions in non-scoped HR

When an HR survey definition is created, a survey category is automatically added. You can create questions that are associated with this category or define another category for questions.

Before you begin

Familiarize yourself with the Survey question data types before you begin entering questions.

Role required: admin, hr_admin, or hr_manager

About this task

For example, the HR Request Satisfaction Survey has one category, with four questions about satisfaction with the HR request process. You can define another category to ask about satisfaction with the HR agent who handled the case, or you can add more questions to the existing category.

The following steps describe how to work with survey questions in the Survey Definition form. You can also click Survey Designer to open the survey and its questions in the survey designer.

Procedure

  1. Navigate to HR • Administration > Surveys > HR Surveys, and open the survey to add questions.
  2. In the Metrics Categories related list, complete one of the following actions.
    OptionDescription
    Add or edit questions in an existing category Click the category name.
    Add a category and questions Click New. Enter the category name and description, right-click the form header, and click Save.
    The Survey Category form that appears includes the Assessment Metrics related list, which contains any questions that are already defined.
  3. To edit a question, complete the following steps.
    1. Click the question text and edit the fields on the form.
    2. Click Update.
    3. If required by the question type, add definitions in the Assessment Metric Definitions related list.
      For example, Likert and numeric scale data types require the scale metric definitions.
  4. To add a question, complete the following steps.
    1. Click New and complete the form.
    2. Right-click the header and click Save.
      Additional fields may appear based on the selected data type. For example, if you select Choice, you must enter the scale definition.
    3. If applicable, add definitions in the Assessment Metric Definitions related list.
      For example, the Choice data type requires that you enter the choices.
  5. Click Update.
    The Survey Definition reopens.

Publish a new HR survey in non-scoped HR

You must publish a new survey before users can complete it.

Before you begin

Role required: admin, hr_admin, or hr_manager

About this task

After a survey is published, you can edit it and it remains published. The State field on the Survey Definition form indicates whether the survey is published.

Procedure

  1. Navigate to HR • Administration > Surveys > HR Surveys, and open the survey to publish.
  2. Click Publish.

Result

If there are assigned users, the system automatically generates a survey instance. You can click Send Invitations to send a notification to the assigned users with a link. Assigned users can also navigate to Self-Service > My Assessments and Surveys to take the survey.
Note: A survey cannot be returned to the Draft state after it has been published. You can, however, deactivate a survey by clearing the Active check box.

What to do next

If you want employees to receive a link to a survey, such as the HR Request Satisfaction Survey, create a notification. To get the URL of the published survey so it can be included in the notification, click the View Survey URL related link. You can copy the URL and paste it as a hyperlink in the notification.

Create a trigger condition for an HR survey in non-scoped HR

When you create a new HR survey, you can add a trigger condition to specify when the survey is sent and to whom.

Before you begin

Role required: admin, hr_admin, or hr_manager

About this task

Trigger conditions are ideal for sending surveys to measure satisfaction with a recent experience, such as closing an HR request. Some of the descriptions use the Incident table as an example; substitute HR case information to create an HR survey trigger condition.

Procedure

  1. Navigate to HR • Administration > Surveys > Trigger Conditions.
  2. Click New.
  3. Complete the form.
    Table 2. Trigger condition fields
    Field Description
    Assessment Survey to send.
    Table Table to run the trigger condition on. You can select only tables in the current application scope. For example, to send a survey whenever an incident closes, select the Incident [incident] table.
    User field Field that stores the users you want to send the survey. You can select any field, on the selected table or on a referenced table, that references the User [sys_user] table. Use the tree picker to select a field.
    Note: To avoid requiring users to log in to take a survey with a trigger condition, set the survey to Public.
    Repeat interval Minimum period that must pass before the trigger condition can resend the survey to the same user. For example, assume the repeat interval is set to 30 days. Even if the same user qualifies for multiple surveys from this trigger condition, the system can send only one survey every 30 days.
    Note: Ensure that the Schedule period of the selected survey definition is set to No Limit. If the schedule period is set to a different value, it prevents the trigger condition from sending surveys as expected.
    Application [Admin only] Application is set to Global.
    Active Check box that determines whether this trigger condition is active (selected).
    Business rule [Admin only] Business rule the system creates to monitor the selected table. When the condition is met, the business rule sends the survey to the correct user. No configuration is necessary for this business rule.
    Trigger randomly Check box that determines whether to send the survey to the appropriate user every time the condition is met (cleared) or only a percentage of the time (selected).
    Probability (%) Approximate probability that the survey is sent each time the condition is met. For example, if the probability is set to 50, the system sends the survey approximately 50% of the time the conditions are met. There are no repeat interval restrictions is assumed. This field is visible and required only when Trigger randomly is selected.
    Related Field 1- 4 Field that contains a value you want to store for reporting purposes. You can pick any reference field on the selected table. When the trigger condition generates a survey instance, the system stores the value from the triggering record. Specify up to four fields.

    For example, select the Incident table, Assigned to and Problem as related fields. The system stores the assigned user and problem associated with the incident as Related record 1 and Related record 2 in the survey instance record. To view the fields, configure the form for any survey instance.

    Note: You cannot use a related field for the ticket number because you cannot select the Number column. You can, however, use the trigger_id column of the table.
    Description Summary information to identify the trigger condition.
    Note: For a triggered record, the table title is used for the survey description.
    Condition Condition builder that defines the criteria that must be true to send the survey. For example, to send a survey whenever an incident closes, create the condition [State] [is] [Closed].
  4. Click Submit.