Acumatica SurveyMonkey Integration

An extension that allows a SurveyMonkey satisfaction survey to be used with customer support cases. With this extension, you can do the following:

• View a list of customers with recently closed support cases
• Email links to your support feedback survey
• Retrieve batches of completed survey responses
• View and edit your customers’ responses, right inside the support case screen

Prerequisites

• You must have a paid SurveyMonkey account (at least the Select plan)
• The SurveyMonkey survey you use must only contain the following question types:
  • Multiple Choice (with or without multiple answers, and allowing an "Other" comment box to be added)
  • Matrix / Rating Scale
  • Comment Box

Quick Start

Installation

Step 1: Set up your SurveyMonkey app

1. Create a survey, using the supported question types (see Limitations)
2. Create a public app at developer.surveymonkey.com with the following settings
   • OAuth Redirect Url: https://yoursite.com/instancename/Frames/SurveyMonkeyAuthenticator.html
   • Scopes: Note: You will be using the information in the "Credentials" section so you may want to keep this page open

Step 2: Install the customization project

1. Download SurveyMonkeyIntegration.zip from this repository
2. In your Acumatica ERP instance, import SurveyMonkeyIntegration.zip as a customization project
3. Publish the customization project

Step 3: Create a notification template for the emails that will be sent to prompt contacts to take your survey

1. Go to the Notification Templates screen (Configuration/Email/Notification Templates)
2. Create the template. For example, it might look like this:
3. You will need to add custom parameters (?c=) to the survey monkey URL in your notification templates. The Case CD field must ALWAYS be the 4th paramater. You can find an example below: ((Records.SurveyUrl))?c=((Records.ContactLastName))||((Records.EMail))||((Records.FullName))||((Records.CaseCD))||((Records.TechUserName))||((Records.PartnerGroup))||((Records.CaseClassID))

(Optional) Step 4: Keep important fields editable after case closure

If you want the internal comments field & survey reporting eligible checkbox to stay editable after you close a case, do the following:

1. Go to the Automation Steps screen (System/Automation/Automation Steps)
2. Use the Screen ID selector to choose "Cases"
3. If Step ID and Description do not default to "Closed", set both of them to "Closed"
4. In the fields tab, add two new rows as shown in the following picture:
5. Click Save

Configuration

1. Go to Organization/Customer Management/Configuration/Customer Management Preferences (CR101000) and click the new "Case Preferences" tab
2. Set the Client ID, and the Client Secret from the "Credentials" section of your SurveyMonkey app's settings page as shown:
3. Save the changes to the page, and then click "GET ACCESS TOKEN"

Note: If you get an "authorization request failed" error, re-check the values you just set and make sure your OAuth Redirect Url is correct.

4. Navigate to Organization/Customer Management/Configuration/Case Classes (CR206000) screen and click the new Survey tab

5. Set Survey URL, Survey ID, and the Notification Template to the one you created.

6. To set the Survey ID, use SurveyMonkey's /surveys endpoint (see https://developer.surveymonkey.com/api/v3/#surveys)

Usage

To use this feature:

1. Once a case has been closed and the case has an owner, you will be able to use the "Send Case Surveys" screen.
2. Once a notification has been sent, you will need to process the survey response using the "Process Case Survey Response" screen.
3. You can now edit the survey response under the Survey tab on the Case screen.

Known Issues

None at the moment

Copyright and License

Copyright © 2016 Acumatica

This component is licensed under the MIT License, a copy of which is available online at https://github.com/Acumatica/acumatica-surveymonkey/blob/master/LICENSE.md