Introduction

The "Survey" module in wolkvox CRM allows you to design satisfaction surveys, generate a unique link to share with your customers, and consolidate responses into reports for analysis and follow-up.

Configuration

Enable the "Survey" Permission in the User Profile

1. In wolkvox CRM, go to "Settings" from the top right menu (gear icon).
2. Go to the "Users" tab.
3. Go to the "Profiles" tab.
4. Select the profile that will have permission (e.g., "Administrator") and enter to edit it.

5. Within the Administrator section,
6. Enable the "Survey" checkbox.
7. Click "Edit" to save.
   • Result: Users with this profile will see the Survey tab to create and edit surveys.

Enter the Surveys Module

1. Go back to "Settings" (top right menu).
2. Go to "Customize."
3. Open the "Survey" tab.
4. Here you will see a table with existing surveys and an "Add Survey" button to create a new one.

Create a New Survey

In the "Survey" tab, click "Add Survey."

Configure the survey in these sections:

General Configuration

• Name: Internal name to identify it in the list (e.g., Survey - Case Closure).
• Description: Purpose or when it will be used (e.g., Sent 24 hours after closure).
• Module: Select the CRM module to which the survey will be associated (e.g., Cases).

Survey Configuration

• Survey Title: Header visible to the customer (e.g., How was your experience with our technical support?).
• Survey Message: Brief context/invitation text.
• Survey Link Text: Clickable text that the customer will see (e.g., Go to the survey).
• Survey Logo URL: Must be a public URL and in image format (to display the logo/image in the form).
• Survey Logo Size: Options Auto, Small, Medium, Large (Auto adjusts the size automatically; Small/Medium/Large force a predefined size).
• Survey Rating Type: Options Stars (rating with stars) or Radio (radio selection).
• Survey Rating Points: Options 1, 2, 3, 4, 5 (defines how many points/values the customer can choose).
• Enable Customer Comment: Enables an additional field for the customer to leave a free comment.

Add and Configure Additional Questions

1. Open the "Additional Questions" section.
2. Click the "+" button to add a question.
   • A "New Question" block is created, and you will have:
3. Gear icon: To configure/edit the question.
   • Trash can icon (red): To delete the question.
4. Change the text "New Question" to the actual statement.
5. Choose the type of question:
   • Text: Free written response by the customer.
   • Dropdown list: Predefined responses; add options by writing each one in the options field and pressing Enter to register it.
   • Checkbox: Shows a selection based on the number of points defined in the survey; presented as stars or radio buttons according to the "Rating Type."
6. Enable "Required" if you want that question to be completed before submitting the survey.

7. While configuring, the screen shows a preview of the form to validate how the customer will see it.
8. When finished, click "Save" (top right).

Get the Link to Share the Survey (and Understand It)

Return to the survey list.

1. In the "Actions" column, click the three-dot menu.
2. Select "Copy."
3. The system copies an HTML/link to the clipboard.
   1. Important: The link includes a required variable [wolkvox_id]
   2. The link is generated with a rid=[wolkvox_id], for example: .../satisfaction_survey.php?tid=...&rid=[wolkvox_id]
4. [wolkvox_id] must be replaced with the actual wolkvox_id of an existing record in a module.
   • This wolkvox_id is obtained by opening a module record in the browser: it is the value at the end of the URL, after /edit/.
   • Example (manual): If the record ends in /edit/675a408d/, that is the wolkvox_id, and the link would be with rid=675a408d

Send the Survey Automatically

To avoid manually replacing the wolkvox_id, the ideal approach is to use the email tools in wolkvox CRM:

• Paste the link as is (with [wolkvox_id]) in an email template or in the body/HTML of communications associated with a record (e.g., a Case).
• When the system sends the email from a record, it automatically replaces [wolkvox_id] with the actual ID of the associated record.
• Typical example: Configure the "Cases" module to send an email upon case closure, including the survey link.

Consult Responses with a Report in wolkvox CRM

To view completed surveys:

1. Go to the "Reports" module (left sidebar menu).
2. Click "Add."

Configure the Report

• Name.
• Description.
• Select Module: Choose "Satisfaction Survey."
• Select Fields: Choose what you want to visualize. Available fields:
  • wolkvox_id
  • Survey Name
  • Survey Description
  • Survey Module
  • Record ID
  • User Response
  • User Comment
  • Creation Date
• Filter Field: Creation Date or Modification Date.
• Date Filter: Range to limit the report information.

Download the Report

1. In the top right corner, there is a field that allows you to set the email address to which you want to be notified when the report is ready for download.
2. You can use the search bar to enter the name of a specific report and filter the reports table.
3. Once you locate the Survey report, click the "Download" button.
   • You must wait for the notification to arrive at the email address you placed in the top field.
   • From that email, you can download the report.