Questionnaires in Activities 

 

Use

You can use questionnaires in CRM Enterprise, CRM Mobile and Channel Management for any form of question and answer form that will contribute to your relationship with your customer.The following are examples of how you can use questionnaires:

·         A script during a telephone call to guide you through a conversation with a customer

·        A customer feedback form to find out whether your customers were satisfied with your level of service or with a particular product.

Your sales representatives can also use activity journals, for example, to record how products are placed in a supermarket, number of free samples already provided, and so on. For more information on working with activity journals, see Activity Journals.

Specifics of CRM Enterprise

You create questionnaires in CRM Enterprise using the Survey Tool. Questionnaires created in CRM Enterprise can then be downloaded to CRM Mobile.

 

 

Prerequisites

Specifics of CRM Enterprise

The activity contains a tab page entitled Questionnaire, if the required Customizing settings have been made.

If you do not assign a questionnaire to an activity or activity category, the Questionnaire tab page will not be displayed. For information about the necessary Customizing settings, see the implementation guide under Customer Relationship Management ®Transactions  ® Settings for Activities  ®Questionnaires ® Define Questionnaires.

 

Specifics of CRM Mobile

In order to use questionnaires, you need to have created a business activity for a transaction type. You also need to have created an activity journal template of the type Questionnaire for the required transaction type.

Questionnaires are created in the Internet Pricing and Configurator and are downloaded to the mobile client.