Manage Remote Support Session Forms

Document created by Cisco Documentation Team on Sep 21, 2015Last modified by Dave DeCarlo on May 24, 2017
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Remote Support Session Forms

Before and after sessions, you can have Remote Support ask users to provide information. For example, you can use:

  • Pre-Session forms that customers can use before joining sessions to provide contact information or to ask questions.

  • Post-Session forms that customers can use when leaving sessions to provide comments about the service.

Customize Items on the Pre-Session and Post-Session Forms


             
Step 1  Select Configuration > Support Center > Forms.
Step 2  Select the type of form you want to customize (Pre-Session or Post-Session).
Step 3  Check the box in the first column for each item you want to appear on the form.
Step 4  Check the box in the second column for each item you want to require that participants complete on the form.
Step 5  To add a new item to the form, select Add New.
Step 6  To add a text box where users can enter information:
  1. Select Text box.
  2. To create a text box that is more than one line, select Multi-line.
  3. At Text box label, enter the name that you want to appear next to the box.
  4. At Width, enter the width of each line in the box.
  5. Select Save.
Step 7  To add an option box that users can use to select a single option:
  1. Select Check boxes.
  2. At Group label, enter any text that you want to appear before the options.
  3. At Check box, enter the name that you want to appear for each option that users can select.
  4. If you want an option to appear selected, choose Selected from the list at the left.
  5. Repeat steps c and d for each additional option you want to provide on the form. To add more options, select the Add drop-down list and select the number of options you want to add.
  6. Select Save.
Step 8  To add a check box that users can use to select one or more options:
  1. Select Options buttons.
  2. At Group label, enter any text that you want to appear before the options.
  3. At Choice, enter the name that you want to appear for each option that users can select.
  4. If you want an option to appear selected, choose Selected from the list at the left.
  5. To make one of the choices the default option, select which option from the Default choice drop-down list.
  6. Repeat steps c and d for each additional option you want to provide on the form. To add more options, select the Add drop-down list and select the number of options you want to add.
  7. Select Save.
Step 9  To add a drop-down list that hat users can use to select a single option:
  1. Select Drop-down list.
  2. At Group label, enter any text that you want to appear before the options.
  3. At Choice, enter the name that you want to appear for each option that users can select.
  4. If you want an option to appear selected, choose Selected from the list at the left.
  5. To make one of the choices the default option, select which option from the Default choice drop-down list.
  6. Repeat steps c and d for each additional option you want to provide on the form. To add more options, select the Add drop-down list and select the number of options you want to add.
  7. Select Save.
Step 10  To change the order of the items on the list, from the form page:
  1. Select Change Order.
  2. Select the item you want to move and then use the up and down arrows to move it.
  3. Select Save.
Step 11  Select Save.

Embed the Pre-Session Form

Use this procedure to generate HTML code that you can use to embed the Pre-Session form to your web page or a button that links to it.

You can choose from several types of buttons that users select to display the Pre-Session form.


          
Step 1  Select Configuration > Support Center > Forms.
Step 2  Select Pre-Session.
Step 3  Select the Embed Form tab.
Step 4  Select one of the following:
  • Embed the form within any of your own web pages: to generate the HTML code for the Pre-Session form

  • Embed a button linking to form on any of your own web pages: to generate the HTML code for a link to the Pre-Session form

Step 5  If you are creating a button, select the type of button that you want to create in the Default Buttons section.
Step 6  Select Generate HTML to display the HTML code in the text box.
Step 7  Select Preview to show the Pre-Session form or your selected button.
Step 8  Select either Go Back or the Forms tab and then select Save.
Note   
  • The Pre-Session form always includes a support session number that Remote Support automatically creates for each support session. You cannot remove this number from the form.
  • The information that you obtain in a Pre-Session or Post-Session form is stored in the support session?s log. You can view the log and export the data into a file that you can open in a spreadsheet or database program.



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