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Definitions

Definitions and concepts related to Kinetic Survey integrations

Events

Integration Events are situations that occur that trigger a survey. They include a qualification that determines whether or not the survey should be sent and what the trigger mechanism is to check the qualification. 

These are our included triggers for integrations:

Trigger Description
Active Link

This type of integration will pop a survey dialog for a user while in another AR System form.  This type of integration is typically used for simple call scripting or “mini surveys”. 

For example:  A user selects a category of “Hardware” and a survey with three Hardware specific questions opens. 

You (the AR System Administrator) define at what point in the user processing this qualification is checked.  For example on user selection of “Category” or resolution code.

Event An event trigger is an integration that fires on the modification or save of a record.

For example: Create a survey when the ticket status equals “Closed” and the record is saved.

This is the most common type of integration.

Batch-One Time A batch one-time integration triggers surveys or forms to a group of people at a scheduled date and time.

For example: Surveying all Remedy AR Users to see what level of training they have.

Batch-Scheduled Batch scheduled is an ongoing integration that triggers surveys or forms to a group of people.

For example: Surveying all contacts each year on a rolling 12-month basis.

Rules


Rules follow an event and, within a particular event, further determine whether a survey is sent or not.  Rules are only applicable to Kinetic Survey, not to Kinetic Request.


The following rules install within the application:

Rule Description
Multipe surveys from a single ticket This rule is in place automatically and is not configurable without modifying the filter that enforces it. It ensures that multiple surveys are not sent from a particular ticket. This ensures that multiple surveys on the same issue or event do not inundate customers or contacts.  Note:  This rule is not used for Batch integrations.
Survey Count Only X number of events generates this survey.

For example: To survey every fifth event, add five (5) to Rule value.

Minimum Survey Frequency Wait x number of days between surveying an email address.

For example: If you would like to wait ten days between surveys to a customer, add a Rule Value of ten (10).

Survey Limit Specifies a maximum value of surveys that will be generated. Once the maximum number is reached, no remaining surveys will be processed.

 

Data Sets


A Data Set helps both the AR System Administrator and Users to work with Kinetic Survey. Kinetic Survey includes 64 generic “attribute” fields for every customer submission create. You, the AR System Administrator, determine what fields from your originating form get pushed into these attribute fields via the filter(s) you create.


These attributes get used in message templates, page text, qualifications, and reporting. If they were left as generic field names, it would be difficult for you or your users to remember what type of data is in Attribute6 or Attribute62.


To solve this problem, Kinetic Survey includes the concept of Data Sets. Data sets are nothing more than handy labels for the fields you use within a survey. Menus that reference these fields use the data set name for a field rather than the generic name.  So rather than seeing “Attribute62” on a field menu, your users will see “Department” or other useful name that you give it.

You define Data Sets via the Integration Manager consoles described later in this guide.
 

Examples and Resources

Kinetic Survey Integration Sample

The integration sample form, KS_SRV_IntegrationSample, demonstrates how to integrate your applications to Kinetic Survey. It includes the fields that must be included on any integrated form. This is the primary form of the shared workflow that attaches to your form(s).

Survey Integration Sample Form.png

Sample Surveys that are mentioned in this guide are available here - Sample Surveys

(Examples are included as attachments at the bottom of the page)