Overview

This outlines the process for Survey Ops SME/Lead to triage a new survey intake request that comes through from a requestor. The SME/Lead first looks at the request to ensure all information is accurate and clear before assigning out to a Survey Ops team member to complete request. In this article, we will outline what details need to be checked in triage, how to check them, and explain how to document the work request information in the Survey Tracker for Survey Ops team to complete.

Survey Ops - User Experience POVs

Summary

Requestor submits an intake item through one of two forms: https://aka.ms/request/survey (For survey add/update requests or bugs) or https://aka.ms/gtm-intake/request (requests to changes to survey tool such as features).

Once submitted, 2 ADO work items are created, both assigned to SME to triage and prepare for Survey Operations team to complete.:

Survey Request parent item
Ops Work child item

The assigned SME should review the resulting ADO Ops Work item to ensure all information is accurate and clear, reach out to the requestor for clarifications as needed, and note any adjustments that were required in the Survey Request and Ops Work ADO items before assigning the Ops Work item to a Survey Ops team member.

What to check - Required details checklist for triage

Requested Launch Date - This date must be at least two weeks out from survey request submittal as that is our SLA to complete survey request. Sometimes this can vary depending on the ask/situation but SME/Lead will work together to ensure we set expectations with requestor on completion of request. This date should also match the go-live date that was communicated to MCI Ops in Partner Activities Launch.
- Note: Edit requests that are needed to correct a minor execution error such as a typo, incorrect setting for required/not required, or incorrect question type are not required to go through a PA Launch approval cycle, although they may be included as part of one. Minor error corrections can be completed ASAP without waiting for the next launch cycle's go-live date. Changes to survey question content and meaning must go through PA Launch for approval before being submitted to survey intake, and therefore should appear in a PA Launch cycle.
Engagement Name - This name should match the engagement name that was provided to MCI Ops to configure in Partner Center.
Survey/Workshop Code - This code must exactly match the one that is planned to be configured or is already configured by MCI Ops in Partner Center for the specific engagement(s). Multiple engagements may use the same code in Partner Center if the engagement owner is intending to use the same survey form across multiple engagements.
Survey Content Files - The Survey File and questions must be accurate, clear, and the copy of the file that will be used by the survey builder must be hosted in a location we control, (not a live shared file housed in the requestor's SharePoint or the Partner Activities Launch SharePoint).
Solution Area - Ensure this aligns with the type of workshop and Business Group that was provided to MCI Ops to configure in Partner Center.
Survey Area - This field defines if the request is related to a 1:1 or 1:Many engagement.
Survey Type - Identifies whether this request is a Net New survey build or Edit to existing survey.
Survey Audience - This field shows if the new survey/edits to existing are for a Partner Survey, Customer Survey, or both. This should align with what was provided in the Survey Content File for the tabs of Partner Survey and/or Customer Survey
Survey Display Name - This field must have same Survey Display name as listed in the Survey File.
All other information in ADO Ops Work item is clear and ready to update relevant information into Survey Tracker.

How to check - Steps for validating request detail accuracy

MCI engagement launch/changes are tracked and managed by Partner Activities Launch. Survey request details should match the information provided to Partner Activities Launch in the Engagement Requirements tracker for the specified launch cycle date. The following details in each submitted Survey Request should be cross-checked against the relevant Engagement Requirements tracker before assigning the child Ops Work and logging in the Survey Tracker for execution:

Requested Launch Date
Engagement Name/Survey Display Name
Survey/Workshop Code
Solution Area
Survey Area
Survey Type
Survey Audience

I. Locating the Partner Activities Launch Engagement Requirements Tracker

Go to Partner Activities Launch SharePoint (Microsoft credentials).

Open the Launch folder whose date matches (or most closely matches) the launch date specified in the Survey Request.

Open the most recently edited Engagement Requirements excel file in this launch cycle's folder

The Engagement Requirements file is split by Solution Area. Each tab has the same columns to ensure all engagement owners provide all required details.

II. Crosschecking the Survey Request details against Engagement Requirements tracker

Requested Launch Date - The engagement should appear in the Engagement Requirements tracker for the specified launch date.

Engagement Name/Survey Display Name - For net-new engagements, check column "Name of current or net-new engagement (50 char limit)". For changes to existing engagements, check column "S&D
Engagement Name" for the Engagement Name checkbox, to see if the engagement name is also changing. If the checkbox shows that the name of an existing engagement is changing, the current name will be in column "Name of current or net-new engagement (50 char limit)", and the new name will be in column "Updated Engagement Name (Only if changing existing title)". The Survey Display Name should be updated to align with engagement name changes and this should be reflected in the Survey Content File & submitted request item.

Survey/Workshop Code - Check column "Survey Code (If no change to existing code, list "N/A" or "No change")" for the survey code. Compare the code shown here to the one listed in the Survey Request item, Ops Work item, and the Survey Content file. If you find any discrepancies like the one shown in the below example, tag the requester in the request item and ask them to confirm which code is correct, then contact MCI Ops (Swetha Neelam) to confirm what code they have. If there is a mismatch of any kind between the code used to build the survey form and the code configured in MCI Partner Center, the surveys will not function and will not be accessible to partners/customers.
- Survey codes for net-new surveys - When creating a new survey, you must also check Cloud Accelerator Survey Admin tool to ensure that the survey code provided has not been previously used, unless the engagement owner has specified and confirmed that they want to reuse an existing survey on a new engagement.
  - Go to Survey Admin PROD Tool > Configure > Surveys > Click the drop down and Ctrl F searching the code.
  - Example of search for a new survey code, showing no code in use. This is the expected outcome for most net-new codes:
- Example of survey code in Engagement Requirements Tracker:

Example of code mismatch when comparing ADO items to Engagement Requirements Tracker and submitted Survey Content file:

Solution Area - The engagement should appear in the correct Solution Area tab of the Engagement Requirements tracker for the specified launch date. Partner Center's system groups solution area differently than the current GTM business practice. Surveys' definition of solution area is aligned with the GTM business practice, so we will check the "Business Group" column to ensure alignment.

Survey Area - See column "Engagement Type" to confirm if this is a standard 1:1 engagement or a 1:Many engagement

Survey Type - See column "Request Type" to confirm whether this is a net-new engagement or a change to an existing engagement.

Survey Audience - See column "Claim submittal requirements" to confirm what type of surveys are needed

III. Quality checking the Survey Content File

The Survey File and questions must be accurate, clear, and the file itself is only the separate copy that we hold in our own space (not the live shared template copies).

How to check if survey file questions are accurate/clear:
1. The information above the questions aligns with the ADO Ops Work item:
2. The CELA mandated questions are present and accurate for both partner and customer survey - here #5 for details
3. All questions/information listed and formatted align with the capabilities of our Survey Admin Tool. See below Process If Request is Unclear section.
4. For updates to existing surveys only: Changes to content of questions/answer choices are highlighted or clear in the survey file and align with what is noted in the request as the type of change.
How to check and ensure the survey file is not the live shared template copies from launch SharePoint:
1. Go into the ADO Ops Work Item and open up the Survey File attached (example below)
2. Scenario - Do NOT need to make copy of survey file: Click the Cloud icon or pencil icon to see where the document is housed. If it is here then a copy is not necessary to be created and this survey file can be put into our survey tracker to use for completion of request. When they use the intake form's upload, it creates a copy for us by hosting that copy in a folder on MCAP SharePoint site (linked above). This holds uploaded files because it is built into the form/ado automation we own vs linking to a version that is on the launch site or on the business group's own site where we have no meaningful version control. In the linked folder above, form submitters have upload only access, and we have edit access.
3. Scenario - DO need to make copy of survey file: The survey file provided by requestor is one that is linking to a version that is on the launch site or on the Business Group's own site where our Survey Ops team has no meaningful version control. This breaks the paper trail of the request/ask at the time of submission because we lose the recording of the changes of the survey if we only used the live document and not copies.
  1. Go to File > Download a Copy
  2. Go to SharePoint site and click Create or Upload > click Files Upload
  3. Upload the copy to our SharePoint and then copy the link to this document and replace the original link that was in ADO Ops Work Item with in the new copy of survey file. Put the copied link in Survey Tracker as well.

For Bulk Survey Request Add/Update

Similar to Single Survey Request Add/Update process where you check the same things, however, the location of the request details should be different and in the Survey File they uploaded. This Survey File will need to be a Master list that includes each new/update survey. This file and verbiage in the ADO Ops Work Item will point to it being a bulk request, but confirmation can be provided by Survey Lead or requestor.

Master Request File - All the requirements to check/triage the request will need to be in the Survey File the requestor upload's when intake form is submitted. During triage, we must validate that the Master File they provided includes all the necessary information (outlined in the what to check above) for us to complete the request. Go to the ADO Ops Work Item and open the Survey File uploaded. See example in ADO Item 80591
Verify Master File Details - Utilize the what to check as a guide on what to look for when ensuring we have all the necessary details to complete the request for each survey on the master list. Take the information in the master list and input it into our Survey Tracker. If the master list provided does NOT include all necessary information or is unclear, follow steps below on retrieving this from the requestor (link to section below). Example of master list used to input into tracker and complete request:

IV. Log details in Survey Tracker and assign

See the How To Check to find the information needed and where to find it. If a Partner and Customer survey are to be created/updated, each survey needs it's own row on the Survey Tracker to track the work done to each survey.

Important: If a request is unclear or does NOT provide all necessary/accurate information to complete the request, see Process If Request is Unclear section below. In addition, do NOT assign the request to any Survey Ops team members until it is ready to be completed.

Single Survey Request Add/Update - Make a row for each partner and customer survey needing to be built/updated and copy and paste ALL the information necessary to complete the row/column in Survey Tracker for each request. Pull the request details from the ADO Ops Work Item and Survey File uploaded, into the Survey Tracker fields/columns while ensuring correct formatting aligns to what is in the Survey Tracker. Example:

Information from ADO Ops Work Item:
Inputting information into Survey Tracker (note: Standard = 1:1):

Bulk Survey Request Add/Update - Make a row for each partner and customer survey needing to be built/updated and copy and paste ALL the information necessary to complete the row/column in Survey Tracker for each request. Pull the request details from the Master List Survey File uploaded and ADO Ops Work Item into the Survey Tracker fields/columns while ensuring correct formatting aligns to what is in the Survey Tracker. Example:

Information from Master List Survey File:
Inputting information into Survey Tracker (note: Standard = 1:1):

Process if the Request Information is Unclear

Requestors may submit a request where the ask is unclear or not all necessary/accurate information was provided in order for our Survey Ops team to complete. See the below process for getting clarity on the request details:

In the ADO Ops Work Item Request, tag the requestor in the Discussion/Comments (cc Ops Lead) and provide an explanation asking for clarity on the request details.
- How to Find Requestor's Email: In the ADO Item, there is a field showing who submitted the request
- Scroll down under Discussion and add a comment tagging the requestor and cc Ops Lead:
If the requestor does not have access to our ADO or there is no response after 3 days, Teams message or email the requestor with the explanation and ask for clarification on the request.
- Important: Record or recreate the conversation/clarification that the requestor provided as a Comment on the ADO Ops Work Item so it is documented for reference.

Survey Ops Article Directory