External surveys with Sales documents or Activities

[Former Member]

As part of the 1408 release, SAP has provided the capability to create an external survey for tickets (by using customer satisfaction surveys with email notifications). Is there a similar functionality for Sales documents or Activities?

[sathishg · Accepted solution]

1. Create your satisfaction survey. Scope Enhanced Marketing Functionality. 
2. Create your html email template. Use the Survey ID as placeholder in your template. This will be sent out as link to open survey.
3. Create a work flow rule of Email and documentation type that is sent out based on an event related to any sales object or activity object
4. Use the template in your email as notification.

[Former Member · Accepted solution]

Correct , To be more specific please find the steps below

1 .In fine Tuning, create a Survey Category, e.g. “Customer Satisfaction”, of Type Satisfaction

2. Create a Survey of Category “Customer Satisfaction” and take note of the Survey ID. 

3. Create a Workflow rule of Type EMail.

• Define the condition (on save or scheduled) so that the email is sent when you prefer ( Example : 3days after the ticket is Completed)

4. Create an HTML email template, with a placeholder with the format #SURVEYID#

• e.g. #SURVEY2744#, if the ID of the customer satisfaction survey was 2744

5. In the Placeholder Mapping, map #SURVEY2744# to anything, it does not matter

• For e.g. you can map it to “Ticket ID” or “External ID” because the code will recognize the placeholder and replace it with a link

6 . Now once the EMail is sent to the Customer , the system

• Generates an Instance of the Survey
• Generate the External Link
• Uses the generated link to replace the Place holder

7. You can use a href tag in your HTML template file  and replace the link with some generic Place holder

NOTE : This only works for Emails but not for Notifications.