How to add Survey standard fields in Service new custom TAB

[former_member690694]

Dear Team,

My requirement is , Need to add custom/Standard Tab in service ticket . Then need to get survey detail there. Means i need standard survey fields under custom TAB .

Can you please guide me on it. As i gone through the blog there somebody has given to add KUT field in custom TAB. But I need to add standard fields.

https://blogs.sap.com/2013/11/18/cloud-for-customer-create-new-tabs-and-add-fields/

Need to add Standard fields like - Survey question, Survey Answer Text...

Thanks and Regards.

Madhuri Dubey.

[former_member226 · Accepted solution]

Hi,

SAP already provides a survey tab by standard functionality which exposes all the available surveys for a ticket as shown. You might need to adapt the layout in order to see this.

survey.png

You can click on any of such a survey and navigate to see its details.

Why do you want to add the details to a custom tab?

[former_member690694 · Accepted solution]

Hi Saurabh,

As i have already added this standard Survey tab but we need Survey Question and Survey Answer fields here instead of navigation.

And one more query How will we get the data in Survey standard tab to navigate. any idea on it?? I wanted to navigation flow.

Thanks and Regards,

Madhuri Dubey.

[former_member690694 · Accepted solution]

Hi Saurabh,

I have tried on test tenant with your solution but after submitting survey not getting detail in survey Tab in service ticket..How to get that? Could you please reply on priority.

Thanks and Regards,

Madhuri Dubey.

[former_member226 · Accepted solution]

Hi Madhuri,

I am not sure why you are unable to see the survey submitted in Service Ticket. In our tenant I can clearly see once the survey is submitted then related survey as well as its summary(if generated) as shown:

survey.png
Upon clicking the survey, I can see the survey response as well: survey-response.png

PS: If you have created a survey but unable to see it in the tickets survey tab then you might need to configure an activity plan and routing rule which will assign a survey to your ticket.

for more details pls check https://www.linkedin.com/pulse/activity-planner-routing-rules-sap-hybris-c4c-venkatadri-arigala/ as well as https://enable.cx.sap.com/media/0_q1p4sljr

[sumit_mittal2]

Dear experts,

is it possible to prepopulate some of the survey fields with the associated object for e.g. ticket data.

also we want to extend the external survey data with custom fields, ticket id product id should be included in the export.

any suggestion please how to achieve this requirement.

Regards

Sumit

[former_member690694]

Hi,

My query on external survey...I have followed activity plan...and i am getting survey page on C4C system only but i think it's for internal survey for service ticket...But i need external survey result data in service ticket.

How is possible??

Any idea..??..

Thanks ,

Madhuri.

[former_member690694]

Hi Saurabh,

Satisfaction survey not available in other work center. Satisfaction survey we use for work flow rule now.. So this point is cleared why i was not able to see my survey page any work center like in activity plan or service.

But customer receiving survey link in email through work flow rule and in workflow rule checklist category survey not allowed then how can we get the submitted feedback detail from customer in service ticket.

Could you please brief your process in steps what are you doing to get survey result from customer under service ticket.

standard survey tab i have added in my service work center.

Thanks and Regards,

Madhuri Dubey.