PROCEDURE: The purpose of this document is to show the end user how to access CSAT scores and comments.

REQUIREMENTS:

No requirements. All cIT users have the permissions necessary to access the comments.

STEPS:

1.    Open Halo

2.    From the left navigation area, click on the Customer Success Team icon

3.    Click to open CSAT home

4.    Use column filters to sort – just as with other Halo pages. Users can view details by:

• Ticket number

• By overall score

• Assignment user

• Company

• User (requested by/for)

5.    Click on ticket number to open CSAT information

6.    CSAT surveys that are returned with a “1” or “2” score will be tagged and reviewed by leadership

• A score of 2 is acceptable

• A score of 1 is poor

EXAMPLES:

Overall View:

To Filter the View:

Ticket/CSAT survey header details and score:

 

Client comments:

Reviewed by tag:

 

REFERENCES

NA