Configuring Change Feedback Options

The Change Feedback feature enables you to create one or more questions, each with two response choice image links, for inclusion in a change notification (based on a configured rule).  Example  If the custom notification contains the Change Feedback field but the Feedback option isn't enabled on the rule, the field will be ignored.  If the Change Feedback field does not exist for a custom notification but the Feedback option is enabled on a rule, the feedback will be appended to the body of the message.

When a customer receives the email and clicks one of the responses, the feedback question and response will be included in the Feedback field on the Change record. Configured Feedback Submitted text will appear to the user on a page on the mySupport portal; if more than one mySupport portal is configured, the default mySupport portal URL will be used.

After creating a question, enable the text to be included in a notification via the Include Feedback field in the Rule screen. Note that this feature is intended for HTML-type mail delivery. Feedback audit history is included in the Configuration Audit Tracking screen.

Use the Change Management | Feedback tab in the Feature Basics screen to enable the Change Feedback feature; use the Create button to create a feedback question.

Change Question Screen Example