Exit surveys | RS Pathfinder

What are exit surveys?

Exit surveys are customizable questionnaires designed to gather feedback from customers and representatives regarding satisfaction levels and incident resolution rates after support sessions. Questions are assigned to a support site’s surveys from the Public Portals > Public Sites page.

How are exit surveys useful?

Exit surveys help administrators monitor the effectiveness of support services by collecting valuable insights into customer and representative experiences, which can guide improvements in service quality and issue resolution.

How do I access the Exit Surveys page?

1. Sign into app.beyondtrust.io.
   The BeyondTrust Home page displays.
2. From the left menu, click Remote Support > Public Portals.
   The Public Sites page opens and the Public Sites tab displays by default.
3. At the top of the page, click Exit Surveys.
   The Exit Surveys page displays.

The Exit Surveys page

1. Left menu: Easy access to all pages in Remote Support, including Status, Consoles & Downloads, My Account, Configuration, Jump, Vault, Console Settings, Users & Security, Reports, Public Portals, Dashboards, Management, and Appliance pages.
2. Status: Opens the Status page.
3. Header: Change your tenant site, manage your profile, and access documentation.

4. Add: Adds or Preview survey a customer exit survey.

5. Customer Exit Survey columns: List the Customer Exit Survey columns.

   Customer Exit Survey columns

   • Question Text: The question text on the survey.
   • Question Type: The type of survey. Options include radio buttons, check boxes, dropdown menus, text boxes, and text areas.

6. Customer Exit survey options: Edit or delete a customer exit survey.

7. Add: Adds or Preview survey a representative exit survey.

8. Representative Survey columns: List the Representative Survey columns.

   Representative Survey columns

   • Question Text: The question text on the survey.
   • Question Type: The type of survey. Options include radio buttons, check boxes, dropdown menus, text boxes, and text areas.

9. Representative Survey options: Edit or delete a customer exit survey.

How to configure a survey

There are two types of surveys you can configure questions to monitor satisfaction levels and incident resolution rates. They are Customer Exit and Representative Surveys.

Questions are assigned to a support site’s surveys from the Public Portals > Public Sites page.

Customer Exit Survey

Add a customer exit survey

1. Sign into app.beyondtrust.io.
   The BeyondTrust Home page displays.
2. From the left menu, click Remote Support > Public Portals.
   The Public Sites page opens and the Public Sites tab displays by default.
3. At the top of the page, click Exit Surveys.
   The Exit Surveys page displays.
4. Click Add.
5. Select the type of survey you want. Options include radio buttons, check boxes, dropdown menus, text boxes, and text areas.
6. Enter the appropriate information, click Save.

Edit a customer exit survey

1. Sign into app.beyondtrust.io.
   The BeyondTrust Home page displays.
2. From the left menu, click Remote Support > Public Portals.
   The Public Sites page opens and the Public Sites tab displays by default.
3. At the top of the page, click Exit Surveys.
   The Exit Surveys page displays.
4. From the Customer Exit Survey table, select a survey.
5. Click the pencil to Edit the survey.
6. Make the necessary changes, click Save. You have the option to preview the survey. This is survey question as it appears to your customers. Previewing a representative survey question shows the basic format, though styles appear differently in the representative console.

Delete a customer exit survey

1. Sign into app.beyondtrust.io.
   The BeyondTrust Home page displays.
2. From the left menu, click Remote Support > Public Portals.
   The Public Sites page opens and the Public Sites tab displays by default.
3. At the top of the page, click Exit Surveys.
   The Exit Surveys page displays.
4. From the Customer Exit Survey table, select a survey.
5. Click the trash can to delete the survey.
6. A confirmation dialog box displays, click Yes.

Representative Exit Survey

Add a representative survey

1. Sign into app.beyondtrust.io.
   The BeyondTrust Home page displays.
2. From the left menu, click Remote Support > Public Portals.
   The Public Sites page opens and the Public Sites tab displays by default.
3. At the top of the page, click Exit Surveys.
   The Exit Surveys page displays.
4. Click Add.
5. Select the type of survey you want. Options include radio buttons, check boxes, dropdown menus, text boxes, and text areas.
6. Enter the appropriate information, click Save.

Edit a representative survey

1. Sign into app.beyondtrust.io.
   The BeyondTrust Home page displays.
2. From the left menu, click Remote Support > Public Portals.
   The Public Sites page opens and the Public Sites tab displays by default.
3. At the top of the page, click Exit Surveys.
   The Exit Surveys page displays.
4. From the Representative Survey table, select a survey.
5. Click the pencil to Edit the survey.
6. Make the necessary changes, click Save. You have the option to preview the survey. This is survey question as it appears to your customers. Previewing a representative survey question shows the basic format, though styles appear differently in the representative console.

Delete a representative survey

1. Sign into app.beyondtrust.io.
   The BeyondTrust Home page displays.
2. From the left menu, click Remote Support > Public Portals.
   The Public Sites page opens and the Public Sites tab displays by default.
3. At the top of the page, click Exit Surveys.
   The Exit Surveys page displays.
4. From the Representative Survey table, select a survey.
5. Click the trash can to delete the survey.
6. A confirmation dialog box displays, click Yes.

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For more information, see

• Uninstall message and exit surveys
• Customer exit survey
• Representative survey