Show TOC

Process documentationProcessing Surveys

 

Surveys are questionnaires that summarize how well reporters feel their messages have been processed.

Prerequisites

  • Survey templates are defined and assigned to multilevel categories in the configuration. You can assign one question catalog to each category.

  • Optional: In the configuration, you can specify how often a reporter receives a survey. For example, you can set the system to only send a survey if a reporter has not been sent another survey in the last two weeks.

  • SAP Note 1842704Information published on SAP site

Process

  1. A reporter confirms a message.

  2. The system sends an e-mail to the reporter and asks them to complete a survey to rate the message processing.

  3. The reporter completes the survey.

  4. The system collects and summarizes the responses.

  5. IT support staff analyze the survey results.

Creating Surveys

To create surveys, in IT Service Management, choose Start of the navigation path Service Operations Next navigation step Survey End of the navigation path.

Analyzing Surveys

You analyze the survey results in the survey suite.

To open the survey suite, do one of the following:

  • Start transaction CRM_SURVEY_SUITE.

  • 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, under Start of the navigation path http://help.sap.com/crmInformation 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.