Survey Suit in CRM

[Former Member]

Dear SAP Guru's,

Could anyone plz help me how to go about using a Survey suit.

I have created a questionnaire in CRM_SURVEY_SUIT.

Kindly plz share any info about implementing a Survey Process.

Is there any TX. Code to call the Survey Sheet in CRM system. Plz help me with ur experience.

Regards,

Amit

[Former Member · Accepted solution]

Hi Amit,

Please go through the following links, you would understand how questionnaires are used. Questionnaires can be used in evaluation of customer satisfaction.

http://help.sap.com/saphelp_crm50/helpdata/en/6c/f6f83a53f59545e10000000a114084/frameset.htm

http://help.sap.com/saphelp_crm50/helpdata/en/2c/2ddf3ac9ecc11de10000000a11402f/frameset.htm

<b>Reward points if it helps</b>

Murali

[Former Member · Accepted solution]

Hi Murali,

Thanks for the insight, I have created a Survey questionnaire, now I am planning to put this on the Portal and from there I intend to first reach my internal customers and then in the second phase to the external customers.

What I would like to know is that once the cust has filled in the survey, where would the responses be recorded and where can I see and analyse the responses.

If the responses will be brought to the BIW then will we have to design a new infocube for that?

Regards,

Amit

[Former Member · Accepted solution]

Hi Amit,

I think you could achieve this by using campaign with survey integration.

<b>For this you need to create a process model for the campaign execution. The following example will guide you to create a new process model for your scenario</b>

<b>Survey for a Trade Show</b>

1.In a first step, an invitation (to a trade show) e-mail will be sent to a group of predefined customers.

2. The e-mail includes a link to a questionnaire(In this case your survey URL, you need to create this for your questionnaire) where the customers can

communicate their interest in attending the trade show.

3. Depending on their answers, the customers will be treated in a different

way.

4. All customers answering the survey will immediately receive a “Thank

you for your Reply” e-mail.

5. Depending on their answer, each customer will be placed in a separate

target group for participants and non-participants for further processing.

6. Those customers that didn’t respond at all will receive a reminder e-mail

two weeks after the initial invitation e-mail.

The above example will give you an idea for your business requirement.

For creating survey URL please refer following link

https://www.sdn.sap.com/irj/sdn/profile?userid=3527467

<b>Reward points if it helps</b>

Murali

[Former Member · Accepted solution]

Hi Murali,

thanks again, I refered to the thread that you have provided. I just had a word with my BW Consultant and he has all the config already set for the extraction from CRM system itself.

Can you plz refer some documents for integration of CRM survey with BW. I think this is a better way n better in the sense of customising the response according to our needs.

I would rather say that the BW end is ready and we are missing something at the CRM end. May be attribute set?

If you can help me with the config procedure to setup Survey suit, it would be helpful.

Regards,

Amit

[Former Member · Accepted solution]

Hi Amit,

I am giving the example how to create questionnaire with Survey Suite for Activities, repeat the same according to your object

<b>Defining Questionnaires</b>

<b>Use</b>

The questionnaire in the activity is based on the survey. A survey is created in the Survey Suite. This is a tool for managing surveys, opinion polls and questionnaires. The surveys can be found in the left area of the Suite. The surveys for each application are found in the corresponding folders in the tree.

For an overview of the available surveys for the relevant application, open the folder for that application.

To display the content of a survey, double-click the survey you wish to see. The content is displayed on the right hand side of the screen.

If a translation has been created for a survey, and is available, the symbol next to the survey in the tree is the symbol for the "Translate" function.

It is possible to copy an existing survey. In this way, you make savings by reusing questionnaires in the same or similar survey projects.

<b>Procedure</b>

To carry out the activity, choose one of the following navigation options:

Transaction Code CRM_SURVEY_SUITE

IMG Menu Customer Relationship Management &#61614; Transactions &#61614; Settings for Activities &#61614; Questionnaires &#61614; Define Questionnaires

General Settings for the Questionnaire:

1. Enter the transaction code CRM_SURVEY_SUITE to start the Survey Cockpit.

The Overview of Surveys screen appears.

2. In the list of applications choose the component ACTIVITY.

a. Press button Create (F5) to create a new questionnaire.

b. If you have already assigned a survey to the component, you can choose button Change (F6) to maintain it.

c. If you are copying an existing survey from another application, select the survey, choose the button Copy (F7), assign your newly created survey to application ACTIVITY and rename the survey.

You can edit your questionnaire in the Survey Builder that is opened for case a. and b.

A template is generated for a newly created survey. It already contains a survey title and a section with a question/answer and pushbuttons to send or reset the filled out questionnaire.

3. You can maintain survey attributes (CTRL + F12) to make central settings for your questionnaire.

The system opens a dialog box in which you can decide, for example, whether the survey can still be changed after sending or for which scenarios is it valid.

Create Survey Elements:

1. In the upper left screen area, select the hierarchy node in the structure view of the questionnaire.

2. Choose Insert Section to create a group of individual questions that belong together as regards subject.

The system displays detailed information for the section in the lower left screen area.

3. In the Text field enter a name that is to appear as the title of the question group in the survey.

4. Select the new section and choose Insert Question to define your questions. The system displays entry fields in which you can enter the question text, ID (is visible in expert mode) and the rating factor.

A question consists of the attributes question text, Id, and rating factor, which you must maintain and also of as many answers as required.

A unique Id must be assigned to each question. This Id is necessary for the later evaluation of the completed survey. The system gives you a suggestion for a unique Id, but you can overwrite this.

With the rating factor, you can control the quantitative evaluation of the survey. The higher the rating factor, the greater the weighting of the question in the evaluation. In the evaluation, the calculation is made by multiplying the rating factor of each question by the rating of the selected answer.

5. Select your question and choose Insert Answer to pre-define your answers. The system displays entry fields.

An answer consists of answer attributes and answer options. According to the answer category, the answer can contain one or more answer options. For input fields and text areas, only one answer option per answer is allowed, for radio buttons, check- boxes and list boxes, as many answer options as required are possible.

A unique Id (is visible in expert mode) must be assigned to every answer. This Id is necessary for the later evaluation of the completed survey. The system will give you a suggestion for a unique Id, but you can overwrite this.

You can also determine whether the text is placed to the left or the right of the input element and whether the answer should be in display format only and therefore unchangeable.

For input fields and text areas, you must also specify the size.

If necessary, select one of the answer options as a default value that is already selected when you open the questionnaire.

6. Add other questions/answers that you want to ask in this section or create new sections with questions/answers.

The system updates the status of the questionnaire in the structure view and in the preview every time as soon as you confirm your entries.

7. To change the attributes of a survey element you created, you have to double-click on it in the structure view.

8. Choose Save.

You can run a test for the created survey (CTRL + F8).

9. Go back (F3) and activate your survey (CTRL + F1).

After creating the questionnaire you got to create an URL for this, If you wish to use it in E-Mails. Pleas refer to the following two links to Create an URL

https://www.sdn.sap.com/irj/sdn/profile?userid=3527467

As per my Knowledge there is no Specific config guide for this

<b>Reward points if it helps</b>

Murali

[Former Member · Accepted solution]

Hi Murali,

!!!!!!! EXCELLENT !!!!!!!! explanation and THANKS for such great help.

I had created a survey of my own but have again followed ur steps and created a new survey under Activities in expert mode.

Just want to confirm a few things,

Under Maintenance of Survey Attributes i have entered:

Callback to PBO i have entered: CRM_SVY_ACTIVITY_CREATE_PBO

Callback to PAI i have entered: CRM_SVY_ACTIVITY_PAI

Under Data Storage & Evaluation i have selected the check box:

Evaluation in BIW

(Am I correct Till here)

Now when I click on Genrate URL option:

I can enter: Get option & Send Option as BSP

But cannot enter anything and do not have any option in the list box of : Get File & Send File.

I think this is the last step. Are we missing any config for URL.

Thanking in Anticipation.

Regards,

Amit

[Former Member · Accepted solution]

Hi Murali,

Thanks a lot for ur help. I would have liked to give u more than 10 points.

Regards,

Amit

[Former Member]

Hello Guru's,

My question is this. After the Questionnaire has been created, filled and processed in CRM, how does the end results stored or captured on the BW side? and in what format? What are the steps involved to have this information exported to BW. Would really appreciate any input.

Thanks and Regards

Ash

[Former Member]

Hi Arshad,

Did you find out how to get the Survey results without BW?

Regards,

Suhel.