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Create Email template with Survey link in C4C

I am trying to create SAP C4C Ticket process in which when the ticket is completed successfully an E-mail has to be sent to the end customer with a survey link using a workflows.

As per SAP standard document "SAP Cloud for Customer Administrator Guide" we can add the survey in the document bases E-mail template using the place holder #SURVEY#.

But if I add this place holder in the HTML file and then upload it while creating the workflow. I cannot find any corresponding field for Survey.


So how can we add a survey link to an email?

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3 Answers

  • Best Answer
    author's profile photo Former Member
    Former Member
    Posted on Jul 28, 2015 at 01:19 PM

    Hi Kartik,

    Is the Survey field for which you are adding a place holder is a standard or a custom field?
    If it is a custom field, you will have to extend the related Ticket Business Object with the custom Survey field.

    Best Regards,

    Mimo

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  • author's profile photo Former Member
    Former Member
    Posted on Feb 08, 2016 at 04:34 PM

    1 .In fine Tuning, create a Survey Category, e.g. “Customer Satisfaction”, of Type Satisfaction


    2. Create a Survey of Category “Customer Satisfaction” and take note of the Survey ID.


    3. Create a Workflow rule of Type EMail.

    • Define the condition (on save or scheduled) so that the email is sent when you prefer ( Example : 3days after the ticket is Completed)


    4. Create an HTML email template, with a placeholder with the format #SURVEYID#

    • e.g. #SURVEY2744#, if the ID of the customer satisfaction survey was 2744


    5. In the Placeholder Mapping, map #SURVEY2744# to anything, it does not matter

    • For e.g. you can map it to “Ticket ID” or “External ID” because the code will recognize the placeholder and replace it with a link


    6 . Now once the EMail is sent to the Customer , the system


    • Generates an Instance of the Survey
    • Generate the External Link
    • Uses the generated link to replace the Place holder


    7. You can use a href tag in your HTML template file and replace the link with some generic Place holder

    NOTE : This only works for Emails but not for Notifications.

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    • Former Member Former Member

      Hello Saurabh,

      I see a inconsistency in using survey id#'s. You have to use the same Survey ID all places in the workflow and template ...

      If you change then it won't work. Make the necessary changes and try again.

      Thanks,


      Prasad

  • author's profile photo Former Member
    Former Member
    Posted on Oct 27, 2015 at 10:50 AM

    Hi All,

    I am trying to configure satisfaction survey in C4C wherein the requirement is to send a survey via email and capturing the response for further analytics purposes.

    However I am not able to figure out how to embed survey in the emails ?

    Appreciate any inputs on the same.

    Thanks,

    Edison

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    • HI Rei,

      In the Designing Surveys section the documentation says that you are able to send a Satisfaction survey to a customer. They refer to how you can create this type of survey in C4C.

      The Satisfaction Survey is not an external survey? I assume by external survey you mean another external survey software?

      I wasn't able to figure out how to send the Satisfaction survey in an email.

      Any insight from you or anyone else is very welcome?

      Thanks

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