Prerequisites: You have K1000 SMA, you have Office 365 E1 or higher. https://forms.office.com/

Business case: IT department requires active feedback from clients on recent experiences (resolved issues/escalated issues) to gauge various metrics regarding the department. 

Problem: The internal satisfaction survey for the K1K is pretty limited therefore is generally disabled in the ticket work flow within a relatively short amount of time.

Solution: A lot of people probably don't know this, but built into MS 365 is a neat, misleading labeled product called Microsoft Forms which is in essence a basic survey tool similar to popular products offered through subscription services. While it supports the very basic requirements surveys require: multiple choice, true/false, text collection, rating, date, and anonymous or authenticated responses, it lacks more advanced functions such as if than else based on user interaction/response. This makes it a perfect use case for a product like KACE where you can build a generic, short question survey to engage your clients regarding recent experiences. 

If you are utilizing 365 in your environment, login to www.office.com and navigate to explore all your apps > forms, or simply use the direct url forms.office.com to launch the app in your browser. Build a test form, configure your settings. I use 'only people from your org can respond' with 'record name' disabled. This means that only people in my org can authenticate/submit responses, but the user names remain anonymous to the author. Click the Share button and be sure to copy the URL under 'Only people in my org can respond'

Now you can insert this URL as a hyperlink in your ticket notifications. In my case, I disabled the resolution ticket notification for submitters, and kept the ticket notification on closed configured. I created a basic HTML table that shows the status, last comment, resolution, the technicians name, and a survey field at the bottom that contains the URL/link to our survey. See below on what a table could look like.

This is a great alternative for anyone who may want better feedback than what the default satisfaction survey provides that supports basic survey functionality and supports flexible customization for orgs who may support multiple clients.

**BONUS** 
If you're in a hybrid 365 environment and all your clients (employees to your org) are within your local network, you can enable SSO for the Azure AD Connect (restricted to conditions) client which should work for both IE and Chrome. This means that users should not have to authenticate when they click the link provided they're on a domain joined pc and have the latest group policy updates.Documentation on that here: https://docs.microsoft.com/en-us/azure/active-directory/connect/active-directory-aadconnect-sso

**EXAMPLE** Feel free to copy/paste the info for testing, it's just a very basic table that makes it easy for most people using a mail client that supports HTML markup to quickly see a summary of their recent ticket information.

<p> Hi $ticket_submitter_name, </p>

<p> The status of your ticket $ticket_id has been recently changed to $ticket_status by $ticket_owner_name. The most recent updates of your ticket can be found below. </p>

<style>
table, th, td {
border: 1px solid black;
padding: 5px;
border-collapse: collapse;
}
</style>
<table style="width:50%">
<caption><b> Ticket Details </b></caption>
<tr>
<td style="text-align:center">ticket</td>
<td>$ticket_id</td>
</tr>
<tr>
<td style="text-align:center">subject</td>
<td>$ticket_title</td>
</tr>
<tr>
<td style="text-align:center">status</td>
<td>$ticket_status</td>
</tr>
<tr>
<td style="text-align:center">resolution</td>
<td>$ticket_resolution</td>
</tr>
</table>

<p> Please tell us how we did by taking our <a href="SHARED URL OF YOUR FORM HERE">60 second survey</a>  </p>