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Process documentationProcessing Surveys


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


  • 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.


  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 Start of the navigation path Service Operations Next navigation step Survey End of the navigation path.

You analyze the surveys in the Survey Suite. Call the Survey Suite using transaction CRM_SURVEY_SUITE or, in Customizing for Customer Relationship Management, choose Start of the navigation path CRM Cross-Application Components Next navigation step Survey Suite End of the navigation path.

More Information

For more information, see the SAP Library for SAP Customer Relationship Management in the SAP Help Portal, underStart of the navigation path published on SAP site Next navigation step <Release SAP CRM 7.0 or higher> Next navigation step Application Help Next navigation step Basic Functions Next navigation step Survey Tool End of the navigation path.