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Configuring survey selection

Updated on March 25, 2020

With Pega Customer Service, you can differentiate surveys first by work type (the class name that the survey applies to) and then by decision rules that specify custom criteria.

For example, you want your high-value customers to receive different satisfaction surveys from those received by standard customers. Entry-level CSRs and experienced CSRs could be evaluated using two different surveys.
  1. In the navigation pane of Dev Studio, click App and then click PegaCA-WorkDecisionDecision Tree.
  2. Select one of the following instances and save it to your ruleset.
    • CADetermineQualitySurvey — sample quality review survey
    • CADetermineSatisfactionSurvey — sample customer satisfaction survey
  3. On the Decision tab, enter the decision criteria and the name of the survey that you want to display.
  4. Click Save.
  • Previous topic Configuring survey rating categories
  • Next topic Determining interactions to survey for customer satisfaction

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