Every Support Group you create in the Portal has to have a Support Lead. Support Leads are chosen from your list of Contacts.

For testing purposes we're going to make you a Support Lead, so let's create a Contact record with your details.

Grey boxes like the one below show you how to find the feature we're going to use:

Main Menu -> Contacts -> Add Contact

Enter your details into the Add Contact screen.

Now, let's create two Support Groups with you as their Support Lead.

Main Menu -> Support Groups -> Add Support Group

Just complete the first three fields - Support Group Name, Support Lead and Support Group Code - and leave the other fields at their default values.

For both Support Groups, set the Support Lead to yourself.

For your first Support Group, set the Support Group Name and Support Group Code to Service Desk and SDESK.

For the second Support Group, set them to Desktop Support and DSUPP.

You may remember that Customer Segments are a way of grouping your customers. CIOPulse can then calculate separate Net Promoter Scores for each Segment so you can see how happy each group of your customers is.

Your Segments could be based on location or on business function.

For this test, let's create a single Segment for Head Office.

Main Menu - > Customer Segments -> Add Segment

Set the Segment Name and Segment Code to Head Office and HQ.

When you're live with CIOPulse, your customer support system will email your customers, inviting them to complete a transactional survey.  But for testing purposes, you're going to enter the survey URL into your browser manually.

To do this, you're going to copy and paste your transactional survey URL from the Portal and then edit it.

Main Menu -> View your URLs

Now, paste the URL that you've just copied into the address bar of your browser.  Don't hit Enter!

Before hitting Enter you need to replace some of the characters in the URL. Your customer support software would normally do this for you.

First let me explain the format of the URL. In the second half of your survey URL you will see some ampersands (&).  Each of these marks a parameter that tells CIOPulse what the feedback is about:

• &tid= The ticket number.
• &rgid= The Support Group Code of the team that the ticket was assigned to.
• &agid= A unique ID for the agent who resolved the ticket.
• &cid= An id for the customer who is completing the survey.
• &sgid1= The Segment 1 Code of the customer who is completing the survey.
• &sgid2= The Segment 2 Code of the customer who is completing the survey.

Let's create our first survey URL...

Edit the survey URL, replacing:

• 99999 with a ticket number, e.g. INC123456
• rrrrr with the Support Group Code for the Service Desk: SDESK
• aaaaa with the first name of a support team member, e.g. Sally
• ccccc with the first name of a customer, e.g. Roshan
• sssss with the Segment Code for Head Office: HQ

Delete &sgid2=ggggg from the end of the URL. We will only be using Segment 1 for now, not Segment 2.

Then end of your URL should look like this:

&tid=INC123456&rgid=SDESK&agid=Sally&cid=Roshan&sgid1=HQ

Hit Enter. Give a rating of 9 or 10 for Question 1 and complete the rest of the survey.

Now, let's create a second survey...

Now, edit the URL, setting:

• &tid= to another ticket number, e.g. INC987654 (use a different ticket number than for the first survey).
• &rgid= with a misspelling of the Support Group Code for Desktop Support: XSUPP
• &agid= to the first name of a support team member, e.g. Josh.
• &cid=  to the first name of a customer, e.g. Diane
• &sgid1= The Segment Code of the customer who is completing the survey: HQ

Then end of your URL should look like this:

&tid=INC987654&rgid=XSUPP&agid=Josh&cid=Diane&sgid=HQ

Hit Enter. Give a rating of 6 or below for Question 1 and complete the rest of the survey.

If CIOPulse receives a transactional survey with invalid data in the parameters of the survey URL, you will be alerted by email and SMS.

The most common error we see is an invalid or missing Support Group Code or Segment Code.

In Step 4, you submitted a survey with an incorrect Support Group Code,  &rgid=XSUPP, instead of the correct Support Group Code,  &rgid=DSUPP.

There are two ways you can fix this, either by creating a new Support Group with a Support Group Code of XSUPP. Or by assigning the survey to the correct Support Group - Desktop Support. You're going to do the latter.

At the bottom of the Main Menu you will see a menu item called, Transactional Survey Errors. Click it.

Main Menu -> Transactional Survey Errors

You will see a grid that should show you the survey that is in error.

Click the pencil (edit) icon on the far right of the row.

Assign the invalid survey to the correct Support Group - Desktop Support - and click Update and go back to list.

You've now got two surveys that you can see on your displays, reports and dashboards.  Let's have a look at your Live Feedback Slider.

Main Menu -> View your URLs

Go to 'View your URLs' and scroll down until you find your Live Feedback Slider URL.

Copy and paste the URL into your browser and hit Enter. Voila! You should see your display of real-time customer feedback.

Now let's ask CIOPulse to send you a PDF report of the survey responses.

Main Menu -> View your URLs

Go to 'View your URLs' and scroll down until you find the section called Survey Responses & CCS Feedback.

Copy and paste the URL titled Service Desk into your browser and hit Enter. CIOPulse will email the report to the Support Lead of the Service Desk - you in this case!

Check your email. There'll be an email from CIOPulse with a PDF attachment.

You've already created two Support Groups - Service Desk and Desktop Support.  Now let's group them together under a Department called Service Delivery.

To do this, go back into Support Groups and add a Support Group.

Main Menu -> Support Groups -> Add Support Group

Just complete the first three fields:

• Set the Support Lead to yourself
• Set the Support Group Name to Service Delivery
• Set the Support Group Code to SDEL

Leave the other fields at their default values.

Now go back and edit the Service Desk and Desktop Support Support Groups.

For both, set the Department to Service Delivery.

You have now created a little hierarchy of two Teams (Service Desk and Desktop Support) and a single Department, Service Delivery.

Last time you requested a report, it was for the Service Desk. You can now request a report for the Service Delivery Department. It will include all surveys received for the Service Desk and Desktop Support

Main Menu -> View your URLs

Go to 'View your URLs' and scroll down until you find the section called Survey Responses & CCS Feedback.

There you will find a URL for Service Delivery.

Copy and paste the Service Delivery URL to your browser and hit Enter. CIOPulse will email the report to the Support Lead of the Service Delivery Department- you.

Check your email. There'll be an email from CIOPulse with a PDF attachment.

Back in Step Four you submitted two transactional surveys. In one of those surveys you gave a rating of six or below.

Each day, CIOPulse sends SMS and/or email alerts to Support Leads whose Support Groups had one or more 'unhappy customers' on the previous day. These are called Service Recovery Alerts.

The rating that constitutes an 'unhappy customer' and the time of day that alerts are sent are configured in the Preferences of the Portal.

Main Menu -> Preferences

In the example above, Support Leads would get alerted when customers give a rating of 6 or less to Question 1 of the transactional survey. The alerts are sent at 10am each day, Melbourne/Sydney time.  Any SMS alerts that normally get sent at the weekend, get queued up until Monday.

Go into your Preferences and check/edit your Service Recovery settings.

Because of the 'unhappy' survey you submitted in Step Four, you will get alerted accordingly, based on your settings.