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Can I open a Survey from ticket QC screen ?


My requirement is similar to "Interactive Scripting" that we have in SAP CRM Customer Interaction Center (CIC - Call center).

Is it possible to open a survey instance from Ticket QC - lets say I add a button or link and click of that should open the questionnair instance.

I am surprised that SAP did not think a way to provide interactive scripting when focusing of bringing in Live Activity for CTI and enhancing it with every quarterly release for RUI. Live activity is great & works great. Only issue I find is, there is no way to provide a guided QA to Call center agents to help them choose/log right information on ticket & possibility to pre-populate some of tickets data based on answers provided.

C4S - Surveys are great and a checklist survey auto-pushed via activity planner could perfectly fit for knockout QA KB for Call center but the only problem is, you can access a survey tab or KB tab only once you are insite a ticket ( Ticket TI) ie have saved & opened a ticket.

I would like help the Call center agents create right type of ticket based on some knock-out questions they should ask to the caller. With a little logic then I can also pre-populate most of the tickets key attributes such as categorization, Priority etc.

Any ideas ??

Thanks & Regards


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