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C4C - Assign Survey to Service Ticket or Lead

Hi All

What is the procedure for enable the assignment of surveys to Service Ticket or Leads or to any other transaction in SAP C4C 1611.

I have created the survey and activated the same however am not able to use it in any transaction.

Appreciate your help here.

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2 Answers

  • Best Answer
    Nov 22, 2016 at 03:53 PM

    Hi

    Go the Activity Planner workcenter and do the following steps

    1.Create a new Activity Plan and assign the newly created survey under the Surveys facet.Make sure you checked the Assign Automatically check box.

    2.Create a New Activity Routing rule by selecting the required Business Object(I.e. Lead or Ticket).Add the condition on which required survey has to be determined in to the transaction under the condition facet and add the previously created Activity plan(Step 1) under the Activity plans facet.Finally Activate the Routing Plan

    Create the respective transaction and check

    Note:

    If survey is not determined,use the Refresh from Activity Plan option under the Action button of the respective transaction.To avoid this manual step,You can create a workflow to do this activity(Refresh from Activity Plan) with the triggering point should be on save of the respective object.

    Regards

    Logan

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    • Hi Logan,

      Thanks for the 1st part,

      2nd part was little easy though, figured it out. need to search for the

      example: "e-mail template xxxx sss dfghgh" and make it obsolete, this will allow then to make the survey obsolete. However what all other objects are attached to survey needs to be deactivate/Delete/obsolete(it also needs to be checked from business if its required no longer when deleting or if it can be made obsolete).

  • May 08, 2017 at 08:54 AM

    Hi Both,

    I also had the same problem and now I'm able to add survey to my Lead transaction. Now per my requirement, I should be able to edit (Fill responses) in this survey , so that further Lead engagement score can be calculated from this, Currently, I'm not able to fill responses to this. Please help in this regard.

    Thanks in advance!

    Regards,

    Mohit

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    • Hi,

      I am also working on similar requirement in 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.

      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 to activity.

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

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

      Thanks

      Santosh