BMC Helix Remedyforce - How to Add Questions to Surveys? - INCLUDES VIDEO

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    BMC Helix Remedyforce Service Desk


    How to Add Questions to BMC Helix Remedyforce Surveys?



    Adding questions to a survey


    Before adding questions, identify the key metrics to measure and draft the questions as per the company requirement.

    These questions are added as fields in the Survey object. The out-of-the-box key metrics are saved in the Field Label field of a field, such as Response Timeliness, and the Help Text contains the question.

    BMC recommends to save questions in the Help Text field and use the Field Label field to capture key metrics being measured by the survey (for example, Client Satisfaction, Analyst Effectiveness, etc.). Using the Field Label field to save the key metrics enables to review feedback against those metrics. To use the Help Text field values as questions, ensure that the Use Help Text values, not Field Label, as survey questions check box is selected on the Surveys page (Remedyforce Administration > Application Settings > Surveys). 


    To add questions to a survey

    1. Navigate to Setup > Create > Objects.

    3. Click on Survey.

    5. On the Survey object page go to Custom Fields & Relationships section > New.

    7. Choose the field type and click Next (Fields of type Rich Text Area and Formula are not supported in surveys)

    9. Enter the details page, perform the following actions:

      1. In the Field Label, enter the measurement metric. For example, Client Satisfaction.

      3. In the Help Text, enter the question to display on the survey. For example, "Were you satisfied with the resolution provided by the agent?"

      5. Enter other required details, and click Next.

    11. Establish field-level security page. Click Next, and then click Save.

    13. On the Custom Object Survey page go to Field Sets section, click on Edit next to Incident Survey or Service Request Survey field set

    15. On the Incident Survey or Service Request Survey field set page, drag the question (the field) and drop it to the Field Set list.

    17. Click Save


    For additional information on Surveys see:



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