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Version 6.30
Version 6.30
  • Welcome
  • Nexthink V6
  • Overview
    • Software components
    • Collector
    • Finder
    • Engine
    • Portal
    • Nexthink Library
    • Digital Experience Score
  • Installation and configuration
    • Planning your installation
      • Overview of the installation process
      • Hardware requirements
      • Connectivity requirements
      • Software requirements
      • Reference architectures
    • Installing Portal and Engine Appliances
      • Installing the Appliance
      • Installing the Appliance on Azure
      • Installing the Appliance on AWS
      • Installing the Appliance on OTC
      • Managing Appliance accounts
      • Setting the names of the Portal
      • Setting the names of the Engines
      • Specifying your internal networks and domains
      • Federating your Appliances
      • STIG compliance in Web Console
      • Connecting the Portal to the Engines
      • Configuring session performance storage
      • Configuring device performance storage
      • Setting up a software license
      • Sending email notifications from the Appliance
      • Allocating resources for the Portal
    • Installing the Collector
      • Installing the Collector on Windows
      • Installing the Collector on macOS
      • Installing the Collector for a Proof of Value
      • Assigning Collectors to Engines
      • Assignment of roaming Collectors
      • Collector MSI parameters reference table
      • Nxtcfg - Collector configuration tool
      • Inspecting the connection status of the Collector
      • Querying the status of the TCP connection of the Collector
      • Reporting the URL of HTTP web requests
      • Auditing logon events
      • Viewing user interactions in virtualized and embedded environments
      • Engage notifications on macOS
      • Configuring Collector level anonymization
    • Collector remote connectivity
      • Redirecting and anonymizing Collector traffic
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      • Support for DirectAccess
      • Windows Collector proxy support
      • Mac Collector proxy support
    • Installing the Event Connector
      • Installing the Event Connector on Linux
    • Installing the Finder
      • Installing the Finder on Windows
      • Enabling Cross-Engine Finder features
      • Expanding the time frame of investigations in the Finder
      • Enabling Finder access to the Library
      • Finder proxy support
    • Updating from V6.x
      • Updating the Appliance
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      • Viewing Collector deprecated fields
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    • Security and user account management
      • Importing and replacing certificates
      • Hierarchizing your infrastructure
      • Adding users
      • Enabling SAML authentication of users
      • Just-In-Time provisioning of user accounts
      • Enabling Windows authentication of users
      • Multi-factor authentication for local accounts overview
      • Provisioning user accounts from Active Directory
      • Establishing a privacy policy
      • Disabling local accounts for interactive users
      • Setting the complexity and minimum length of passwords for local accounts
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      • Controlling session timeouts in the Portal
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    • Data retrieval and storage
      • Data retention
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      • Establishing a data retention policy in the Engine
      • Storing Engine data in a secondary disk drive
      • Importing data from Microsoft Active Directory
      • Setting the locale in the Portal
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      • Time Zones and data collection
      • Changing the data collection time of the Portal
      • Nightly task schedules timetable
      • Changing the thresholds of High CPU warnings
      • Automatic restart of unresponsive Engine
    • Maintenance operations
      • Logging in to the CLI
      • Special operation modes for the Engine and the Portal
      • Changing the default ports in the Appliance
      • Centralized Management of Appliances and Engines
      • Monitoring the performance of the Appliance
      • Resizing partitions in Appliance
      • Configuring the system log
      • Examining the logs in the Portal
      • GDPR - Retrieving or anonymizing personal data
      • Finding out unlicensed devices
      • Removing devices
      • Installing third-party software in the Appliance
      • Installing VMware Tools in the Appliance
      • Operational data sent to Nexthink
      • Sending additional data to Support
    • Disaster recovery
      • Planning for disaster recovery
      • Web Console backup and restore
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      • Portal backup and restore
      • Rule-based assignment backup and restore
      • License backup and restore
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    • Branding
      • Branding the Portal
      • Branding of campaigns
  • User manual
    • Getting started
      • Logging in to the Finder
      • Logging in to the Portal
      • Enabling STIG in Webconsole
    • Querying the system
      • Searching the subject of interest
      • Executing an investigation
      • Creating an investigation
      • Editing the options of an investigation
      • Combining logical conditions in investigations
      • Navigating through the results of an investigation
      • Properties of users and devices
    • Visualizing system activity in the Finder
      • Getting a quick overview
      • Graphically observing the activity of users and devices
      • Observing service performance
      • Viewing network connections
      • Viewing web requests
      • Viewing executions
    • Monitoring IT custom metrics
      • Creating a metric
      • Examples of metrics
      • Session performance
      • Device performance
      • Following the evolution of a metric
      • Finding the visuals of a metric
    • Monitoring IT services
      • Analyzing service quality
      • Creating a service
      • Following the evolution of a service
      • Specifying URL paths of web-based services
    • Engaging with the end user
      • Getting feedback from the end users
      • Types of campaigns
      • Creating a campaign
      • Editing a campaign
      • Types of questions
      • Controlling the flow of questions
      • Translating a campaign
      • Triggering a campaign manually
      • Limiting the reception rate of campaigns
      • Scrutinizing the results of a campaign
      • Continuously measuring the satisfaction of employees
    • Rating devices and users with scores
      • Computing scores
      • Creating a score
      • Checking and comparing ratings
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      • Score XML Reference
      • Documenting scores
    • Remotely acting on devices
      • Scenarios for remote actions
      • Creating a remote action
      • Executing remote actions
      • Triggering a remote action manually
      • Writing scripts for remote actions on Windows
      • Writing scripts for remote actions on Mac
      • Example of self-healing scenario
      • Example of self-help scenario
      • Application control and remote actions
    • Organizing objects with categories
      • Classifying objects of the same type
      • Creating categories and keywords
      • Tagging objects manually
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      • Importing tags from text files
    • Getting notified by the system
      • Receiving Engage campaigns
      • Receiving email digests
      • Receiving alerts
      • Creating a service-based alert
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    • Building web-based dashboards
      • Introducing dashboards in the Portal
      • Creating a dashboard
      • Examining metrics in depth
      • Documenting dashboards
      • Assessing license use
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      • Reusing dashboard content
    • Importing and exporting authored content
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  • Library packs
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    • Persona Insight
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        • Persona Insight - Device Sizing Overview
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        • Persona Insight - Application Sizing Overview
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      • Legacy Persona documentation
        • Persona Insight - Library Pack (V.1.0.0.0)
        • Persona Insight - Base Pack
        • Persona Insight - Base Pack Advanced
        • Persona Insight - Customization Guide (V1.0.0.0)
        • Persona Insight - Configuration Guide (V1.0.0.0)
        • Persona Insight - Reference Guide (V1.0.0.0)
    • GSuite
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        • MS ConfigMgr - Client Health - Summary
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  • Integrations
    • Nexthink ServiceNow Service Graph Connector
      • Overview
        • Roles and Permissions
        • Modules
      • Installation and Configuration Guide
        • Pre-requisites
          • Configure Identification Rules
          • Import and setup the CMDB categories in Finder
        • Setup
          • Configure the connection
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      • Data transformation and mapping by default
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      • FAQ
        • Why ServiceNow Service Graph Connector?
        • What about Nexthink CMDB Connector?
        • Why is the name the primary key for the devices?
      • Troubleshooting
        • IRE identification issues
          • [No Choice found in the sys_choice table for the target table](integrations/nexthink-servicenow-service-graph-connector/troubleshooting/ire-identification-issues/ no-choice-found-in-the-sys_choice-table-for-the-target-table.md)
          • Identification rules not created
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        • Timeout Errors
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          • HTTP 0 error
        • MID server issues
          • java.lang.NullPointerException
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          • Not trusted certificates in Quebec release
        • Configure credentials issues
          • [Not allowing update of property authentication_choice](integrations/nexthink-servicenow-service-graph-connector/troubleshooting/configure-credentials-issues/ not-allowing-update-of-property-authentication_choice.md)
          • Invalid username/password combo (HTTP 401/403)
        • Configure Engines Issues
          • [The client secret supplied for a confidential client is invalid](integrations/nexthink-servicenow-service-graph-connector/troubleshooting/configure-engines-issues/ the-client-secret-supplied-for-a-confidential-client-is-invalid.md)
        • No Cis imported and no errors found in the log
    • Nexthink ServiceNow Incident Management Connector (IMC)
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  • Glossary and references
    • Search and information display
      • Search in Finder
      • Keyboard shortcuts for column display selection
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      • Types of widgets
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    • References
      • Components of the Collector
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      • Binary
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On this page
  • Overview
  • Planning a campaign
  • Implicating the end user
  • Defining the target audience
  • Timing considerations
  • Phases of a campaign
  • Created
  • Published
  • Retired

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  1. User manual
  2. Engaging with the end user

Getting feedback from the end users

Last updated 9 months ago

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Overview

Nexthink offers you deep visibility into your IT infrastructure from the perspective of the end users. With Nexthink, you get extensive information about the hardware of the end-user devices, the software that is installed and run on these devices, and the usage that end users make of the network. All this objective information is very useful for your IT department to know what is actually happening within your corporate network.

To complement this objective view of your IT infrastructure, it is important to know as well the subjective opinion of the end users. Measure the IT satisfaction level of the end users by asking them directly about their perception on the different IT services and pieces of equipment that are provided to them. Target only the concerned users by designing pertinent investigations in the Finder and keep track of their responses with dedicated dashboards in the Portal.

Analyze the results and compare objective information with subjective IT satisfaction to get a better and more complete understanding of your IT environment as a whole.

Planning a campaign

In Nexthink, the act of starting a survey to retrieve the opinion of the end users with respect to some aspect of their IT environment is known as publishing a campaign.

Campaigns are a powerful tool to let you know the opinion of your end users about a particular subject. The power of campaigns comes to some extent from the fact that you can address questions to potentially all of the end users with a single action. Contrary to the creation of an investigation or a metric in the Finder, the publication of a campaign has a direct impact on the end users. When you publish a campaign, users receive either notifications that prompt them to take the survey (if notifications are enabled) or the survey itself. Because answering the questions of a campaign may disrupt the daily work routine of the end users, you must plan your campaigns with special care.

To design a successful campaign, consider the following points:

  • The goal of the campaign.

    • State what you want to achieve with the help of all stakeholders.

    • Define the actions to take once the campaign has ended.

  • The target audience.

    • Clearly define the group of users targeted by the campaign.

    • Adapt the language of the questions in the campaign to the target audience.

  • The length and duration of the campaign.

    • Ask only a few questions per campaign.

    • Choose the according to your previously defined goals:

      • One-off campaign.

      • Recurring campaign.

      • Continuous Satisfaction Measurement campaign.

    • Control the time for collecting answers in order to take action based on feedback.

  • The .

    • Urgent campaigns are immediately delivered.

    • Non-urgent campaigns respect a Do Not Disturb period between them.

When you publish a campaign, you want to maximize:

  • The number of targeted users who answer your questions.

  • The quality of their answers.

And minimize:

  • The burden on the users.

Implicating the end user

People will tend to respond to a campaign if they feel concerned by its subject matter. If you define well the target audience of your campaign, users who are part of it should be willing to give their opinion on the subject. Remember, however, that this might not always be the case and that, by asking the users to participate in a survey, you are somehow asking them for a favor. Therefore, try to create a trust relation with the end user: use greetings and personalize the notifications of your campaigns, provide the reasons why you are asking about a particular matter, and take action based on the answers received.

Write the questions of a campaign ensuring that the targeted audience understands your questions. IT technicians tend to use a terminology that is often obscure to most of the non-technical users. Therefore, it is important to avoid technical jargon and adapt the language of your questions to the group of end users that you are addressing. For instance, when you are addressing to a group of generic users, ask How happy are you with the sending speed of your email? instead of How satisfied are you with the performance of the SMTP server?.

Defining the target audience

To define the target audience of a campaign, create or reuse an investigation based on users. Remember that you can create new investigations by saving the results of drill-downs or one-clicks. These are often very useful for clearly defining the target audience of campaigns which are related to a particular issue.

For instance, imagine that you find out that a group of devices are having high response times when accessing the mail server thanks to Nexthink. You may want to drill-down from devices to users and save the resulting investigation. Then, you can use this investigation in a campaign to get feedback from those users only who have been impacted by the high response times.

Services defined in Nexthink are usually a good starting point to define a campaign as well. From the Services tab in the Finder, it is easy to get the users that had access to the service during the last day by right-clicking the name of a service and selecting Display > Objects > Users. You can also get those devices that accessed the service (or had trouble accessing the service) from the Service view. Similarly to the previous case, drilling-down from devices to users gives you the target audience for a service-related campaign.

To refine the investigations that determine the target audience of your campaigns, filter out the users who should not receive it. For instance, system users will never answer the questions of a campaign; therefore, it is useless to include them in the investigation. You may also want to leave a group of special users out of the loop of notifications. Use categories and keywords to tag these special users and add appropriate conditions to the investigations of the campaign to filter them out.

Because the investigation on users that is linked to a campaign is periodically re-evaluated while the campaign is active, the time frame of investigations used in campaigns must be either of type full period or during last days / hours, and not a between fixed interval. Regardless of the results of the last re-evaluation of the linked investigation and while the campaign is still active, users who got a notification from a campaign at some point keep receiving notifications (with the frequency specified in the definition of the campaign) until they either fully answer the questions of the campaign or decline to participate. That is, once a user has been targeted, the user remains targeted.

Timing considerations

To make your campaigns more effective, do not overwhelm the end users with too many questions. A few precise questions are often enough, helping users stay focused and provide better quality answers; whereas lengthy campaigns may discourage users to finish the survey and not read attentively the last questions. Typically ask from one to five questions per campaign.

Depending on the type of campaign, regularly control the period dedicated to collecting feedback in order to take action based on the answers of the end users. For one-off campaigns, the moment to take action usually corresponds to the end of the campaign, when it is retired. For recurring and continuous campaigns, take action periodically before the same groups of users are targeted again.

Phases of a campaign

The life-cycle of a campaign comprises the following phases:

Created

The campaign has been saved but not published yet. You can edit the campaign and make any kind of modifications to it.

Published

Retired

Before publishing a campaign, it is convenient to get a glance of how the end users will be notified (if the campaign enables notifications) and how they will see the questions of the campaign in their own computers. Click the Preview button at the bottom of the window where you edit the campaign to see your recently edited questions in the same form as the end users will see them. Every time that you make a change to the campaign, click Preview again to avoid bad surprises once you finally publish the campaign.

Remember to take action based on the results of a campaign. This will ensure that the end users see the value of providing quality answers and motivate them to keep answering future campaigns.


RELATED TASKS

RELATED CONCEPT

RELATED REFERENCE

To communicate urgent or important matters that all targeted users should read, consider both , to avoid delays in the delivery, and skipping the notification step of a campaign. Instead of displaying a notification, the first (and usually the only) question of the campaign is displayed right away on the screen of the end user. Thus, by saving the end user an unnecessary click to accept the campaign, the campaign cannot be rejected and its message is more likely to be read.

Once you publish a campaign, the campaign becomes active and end users start receiving the set of questions associated to the campaign. You can edit a campaign that has been published .

When the time to end the campaign comes, stop sending questions to the end users by retiring the campaign. After the campaign is retired, its results are still available in the Engine and in the dashboards that you may have created in the Portal. You may later republish the same campaign or modify the campaign, , before republishing.

that was retired makes exactly the same campaign active again. Users may be retargeted depending on the type of campaign and on the status of the users with respect to the campaign (whether they fully answered, declined to participate, or other).

To republish an old campaign with , you need to create a new campaign. A quick way for reusing an old campaign is to create the new campaign by duplication: right-click the name of the old campaign in the Campaigns tab and select Duplicate. Modify the new campaign to your taste and publish it when you are ready.

type of campaign
urgency of the campaign
Limiting the reception rate of campaigns
Creating a campaign
Campaign
Types of Campaigns
with some restrictions
with some restrictions
new questions or other major modifications
Republishing a campaign
declaring the campaign as urgent