Troubleshoot Surveys

Use this page when survey results in the FieldKo Atlas app or in Salesforce reports don’t look right. Each section explains why it happens and how to fix it.

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User Permissions Needed

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How a Task Gets Its Survey

Each task that opens a survey has one Task Survey record, which links the task to a survey and holds the rep’s answers. FieldKo sets the survey when the task is created: After that, the task keeps its survey. Changing a task type’s Default Survey doesn’t change tasks that already exist.

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Why Is the Wrong Survey Showing?

Problem or symptom: A rep opens a task and sees an old survey, or a different survey from the one on the task type. Applies to: FieldKo Atlas app; Salesforce admins. Why it happens:

• The task was created before you changed the task type’s Default Survey.
• The visit was copied from another visit, such as a recurring visit or Clone Call Plan, so it kept the old survey.
• The visit template entry or field campaign task still names the old survey.
• The rep picked a different survey when they added the task in the app.

How to investigate:

1. Open the task in Salesforce, and then open its Survey Answers (Task Survey) record. Check Survey.
2. Compare the task’s Created Date with when you changed the survey.
3. If the visit came from a template or campaign, check the survey on the template entry or campaign task.

How to resolve:

• Update the survey on visit templates and field campaign tasks, as well as on the task type.
• For visits that are still Not Started, remove the task and add it again.
• To stop reps choosing another survey in the app, turn on Make Survey Selection Read Only, available in newer package versions. See Configuration Reference.

Expected result: Tasks created after your change open the new survey once the rep syncs. Escalation: If a task created after your change still shows the old survey, email FieldKo support at support@fieldko.com with the task name and the survey you expected. Related articles: Change a Survey That Reps Already Use

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The Task Has No Take Survey Button

Problem or symptom: A task that should open a survey has no Take Survey button in the app. Applies to: FieldKo Atlas app; Salesforce admins. Why it happens: The task’s survey is Inactive, or it hasn’t reached the rep’s device yet. The app opens only active surveys that are on the device. How to investigate: Open the task’s Survey Answers (Task Survey) record and check its Survey, and that survey’s status. How to resolve:

1. Set the survey to Active, or change the task to an active survey.
2. Ask the rep to sync.

Expected result: Take Survey appears on the task. Escalation: If the survey is active and the rep has synced, email FieldKo support at support@fieldko.com with the task name.

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Why Do I See Two Different Answers to the Same Question?

Problem or symptom: A report grouped by Question Definition shows 2 or more answers to one question for the same visit. Applies to: Survey reports in Salesforce. Why it happens: FieldKo saves one Task Survey Answer each time a question appears to the rep. A question appears more than once when:

• It’s added to the survey and linked as a follow-up question, so the rep sees it twice.
• It’s a follow-up question under more than one parent question or option.
• The visit has 2 tasks whose surveys both include the question.

How to investigate:

1. Add Parent Answer, Answer Index, and Task Survey to the report.
2. An answer with Parent Answer filled in is a follow-up. Answers on different task surveys come from different tasks.

How to resolve:

• Remove follow-up questions from the survey’s own question list. Keep them only as follow-ups. See Build Surveys.
• To report on follow-up answers separately, filter on Parent Answer being blank or not blank.
• To count one answer per task, group by Task Survey as well as by question.

Expected result: Each question shows once per task survey, or each extra answer is explained by its parent answer or task. Escalation: If neither cause applies, email FieldKo support at support@fieldko.com with links to the answer records.

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Survey Answers Are Missing

Problem or symptom: A rep says they did the survey, but answers aren’t in Salesforce, or some questions have no answer. Applies to: FieldKo Atlas app; Salesforce admins and managers. Why it happens:

• The survey hasn’t synced. Answers save on the device and upload at the next sync.
• The rep left a draft. A draft stays on the device until the rep taps Save or Save Partially. Logging out or running Reset Sync deletes it.
• The question wasn’t answered. FieldKo creates an answer record only for questions the rep answered. Optional questions left blank have no record.
• A follow-up no longer applies. If the rep changed a parent answer, follow-up answers that no longer apply are deleted.
• The task’s survey record was replaced. When a task gets a new Task Survey record, FieldKo deletes the old one and its answers.

How to investigate:

1. Ask the rep to open the Sync screen and check Pending Changes, and to reopen the survey to see whether it restores a draft.
2. In Salesforce, open the task’s Survey Answers (Task Survey) record and check its status and answers.

How to resolve:

• If changes are pending, ask the rep to sync.
• If the rep has a draft, ask them to open the survey and tap Save or Save Partially, and then sync.
• If the rep’s data is stuck, ask them to send their data to FieldKo support before they log out or reinstall.

Expected result: Answers appear on the Task Survey after the rep syncs. Escalation: Email FieldKo support at support@fieldko.com with the rep’s username, the visit, and the task.

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Which Survey Date Should I Use in Reports?

Survey records carry several dates, and they mean different things: To report on when surveys were done, filter on the Task Survey Completion Date or the visit’s dates, not the answer’s Created Date.

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See Also

• Build Surveys
• Design Surveys and Tasks for Reporting
• Complete a Survey
• Fix Sync Errors