Pega Customer Service uses survey rules for both quality management and customer satisfaction survey processing.

Survey rules determine the scoring criteria and the questions asked in the survey.

1. In the header of Dev Studio, enter and search for SampleQualitySurvey.
2. On the Survey page, click Save as, select the Applies To class, and enter the name of the survey as the Purpose. Save it to your ruleset.
3. Enter a short description for the survey. This value becomes the name of the survey.
4. On the Scoring Levels tab, enter a title name for each scoring level. The titles appear when a user is responding to the survey.
5. On the Questions tab, enter information in the fields described below. All fields are required.
   1. Category - Enter the name of the category to be evaluated.
   2. Question - Enter the text question that is to be displayed to the person responding to the survey.
   3. Weight - Enter the integer or decimal value that is used as a weighting factor when calculating the survey score for this category.
   4. Level 1-5 scores - Enter the numeric score for each level that can be selected for the category.
6. Click Save.