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Problem in Adding surveys to phone call activity

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

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1 Answer

  • Best Answer
    Aug 22, 2017 at 08:36 AM

    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

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