on 09-24-2015 2:50 PM
Hello! I cannot find the standard data source or report for Ticket surveys. Can we have any idea of when it will be available on C4C? For a customer requirement, where the service agent should do research with customers and respond on the ticket (No C4C), could we provide the result for analisys otherwise? Many Thanks Mônica Betini
Now that the Ticket survey data source is announced for 1511 my suggestion might come too late.
We have recently built our own solution on a project for your requirement. Our developer created a custom business object linked to the ticket object. When survey data is populated we store all the questions and answers in this custom object.
We then joined the custom object data source with the ticket data source to provide the necessary report. Voila!
I have seen SAP announcing new features a month before a release and NOT releasing it so you might find yourself looking at this sort of solution...:)
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The current focus for the 1511 enhancement is just a analytics usecase to create dashboards, kpis, trends, averages etcs of the survey results.
When you need to use the survey results to drive process/workflow such as create/update other objects or write back to the ticket with survey results into ticket fields, then your solution is the only way to achieve those requirements. Today the only way to achieve those advanced workflow scenarios is SDK code.
So I can easily see both solutions complementing survey data requirements quite nicely.
Hello Monica Betini
Even I checked the standard data sources related to tickets and surveys, though we have specific data sources for surveys relating to opportunity, lead, visits, we do not have one specifically to Tickets. This would be a new requirement. I request you to raise an incident for the same. We can check with our developers on the feasibility of having this created.
-GowriShankar V
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Thanks for your reply! The product information I had was that it was on the roadmap of release 1505 and after 1508, but it is still not available. This is already a requirement of some customers, about which we have already had some discussions with the PM. At this time it would be important for us to have information of how much it will be actually released. Thanks Mônica Betini
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