Problem in Adding surveys to phone call activity

[raj210668]

Hi experts

I am working on Sales Campaigns part in SAP Cloud for Service

I have requirement to configure Phone call Campaigns with Survey and assign the Campaigns to multiple users to execute Phone call activity with survey to customers .

I was configuring activity plan and routing rules to assign survey to phone call activity and assign Campaigns to users. – Tasks/Surveys for Phone Calls.

When I am creating activity plan for Survey, I could not add Survey created with category "Customer Satisfaction" activity plan Survey.

It’s not showing or allowing the surveys in value selection to add to activity.

i have already created my survey and which are in active status

Someone please help for the Tasks/Surveys for Phone Calls configuration steps or document.

Thanks

Santosh

[loganathan_p3 · Accepted solution]

Hi Santosh,

What is the Category of the survey? If it is satisfaction,system will not show that survey during the activity plan creation

Steps:

1. Scoping question to be activated to have task & survey for phone call activity.

2. Go to Survey workcenter and create a survey (Check the Category of the survey)

3. Go to Activity Planner workcenter and create a Activity Plan under the Plan tab

4. Assign the required Task and Survey inside the Activity Plan

5. Go to Routing Plan tab and create a plan for the required object

6. Assign the created activity plan inside the Routing plan

7. Activate the routing plan

Regards

Logan

[raj210668 · Accepted solution]

Hi Logan,

thank you very much for your response.

i have enabled Scoping question to have task & survey for phone call activity.

but even though it does showing Category of the survey in Survey workcenter.

please let me know, if any other configuration required to showing Category of the survey.

Thanks and Reagrds

Santosh

[loganathan_p3 · Accepted solution]

Hi Santosh,

Create a new survey with "checklists" as its category and try to assign the new survey in plan.

Regards

Logan

[raj210668 · Accepted solution]

Hi Logan,

Thank you very much for your response.

I have created a new survey with "checklists" as category and I was able to assign new survey in plan and i created routing rule.

Even I was able to add the survey to phone call activity but its not allowing to capture customer responses during phone call activity.

When I am creating activity plan for Survey, I could not add Survey created with category "Customer Satisfaction" to activity plan.

My intention is to capture the capture customer responses with assigned survey to Telephone activity for the users and later we analyse results for the customer responses from that particular survey for reporting purpose.

Please let me know, if any other configuration required to showing Category of the survey.

Thanks and Regards

Santosh

[loganathan_p3 · Accepted solution]

Hi Santosh,

Category Satisfaction will be used for external survey and bcuz of that only system is not allowing that survey to assign internally.

Regards

Logan