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Process documentationProcessing Surveys Locate this document in the navigation structure


Surveys are questionnaires which capture how the reporters judge the processing of their messages.


  • Survey templates are defined, and assigned to multi-step categories, in the configuration. A question catalog can be assigned to each category.

  • Optional: Specify in the configuration, how often a reporter receives a survey. For example, you can specify that a survey is only sent if a reporter has not been sent another survey in the last 14 days.


  1. When a message is confirmed, an E-Mail asks the reporter to participate in a survey, to judge the processing of the message.

  2. The system collects and summarizes the responses.

  3. The IT support staff analyzes the results.

To create surveys, choose   Basic Functions   Surveys  .

The surveys are analyzed in the Survey Suite. Call the Survey Suite with the transaction CRM_SURVEY_SUITE, or in Customizing for Customer Relationship Management, under   CRM Ross-Application Components   Survey Suite  .

More Information

For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, under   <Release SAP CRM 7.0 or higher>   Application Help   Basic Functions   Survey Tool  .