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Process documentationProcessing Surveys Locate this document in the navigation structure

 

Surveys are questionnaires that summarize how the reporters rate the processing of their messages.

Prerequisites

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

    • Optional: In the configuration, specify 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.

Process

  1. When a message is confirmed, an e-mail asks the reporter to participate in a survey to rate 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, choose   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  http://help.sap.com/crm   <Release SAP CRM 7.0 or higher>   Application Help   Basic Functions   Survey Tool  .