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Familiarizing with Surveys in C4C

Most of us have responded to a survey at one time or another. In its various forms a survey is everywhere. While working with SAP C4C I got to see the other side of a survey. The making of a survey and putting it into action.

A survey has a set of structured questions that the respondent completes over the internet, generally through filling out a form. It is more natural way to reach out to the respondents as it is less time-consuming than the traditional way of gathering information through one-to-one interaction and less expensive. The information is gathered and put away in the data set, which is subsequently assessed by the specialist in the field.

By definition, a Survey is a research method used for connecting data from the predefined group of people/ clients/customers/target audience to gain information and insights into various topics of interest. It can have various purposes, and analysts can direct them from numerous points of view contingent upon the strategy picked and the examination’s objective. Hence, we must understand the benefits of social research for a target population using the right survey tool. And this is the subject this blog post of mine. We’ll peek at the building blocks of a survey and how it is put into action in SAP C4C application

Let’s get going with it.

Finetuning Surveys:

Once the survey functionality is scoped in, we can configure and tailor the Survey at the below path:

Business Configuration –> Implementation Project –> Define Project Activity

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Picture created by Pragati (Author)

One can group the below categories under “Survey” from Finetune Activity

  1. Maintain Answer Categories- Answer category relies upon the survey category. You can setup their Answer classification from here and relegate it in the next step with Survey category.
  2. Maintain Question Categories-Question category relies upon the overview class. You can setup their Question category from here and relegate it in the next step with Survey category.
  3. Maintain Survey Categories- While creating a new survey, user must choose “Survey Category”. You can setup the Survey category from Finetune activity according to the business requirement. C4C has few standard types to create survey category. You can add your own as well.

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Picture created by Pragati (Author)

Assign “Question and Answer Category” based upon the survey category. Here is an example of Survey category “Checklists”, which is of type “General”. Underneath allocated are the “Question and Answer Category” which are kept up in the above advances.

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Picture created by Pragati (Author)

Creating Survey

After setting up the Finetuning activity, let’s move to creating Survey via WorkCentre- “Surveys”. There are 3 views in “Surveys” as shown in the below picture.

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Picture created by Pragati (Author)

  1. Surveys: This view is used to create Survey template and user can use this template later to assign it to required business transactions like Lead, Opportunity, Tickets, Products, Visits etc. we can simply create survey by clicking on “+” button, filling up the mandatory fields i.e. Name and Category and select the date (Valid From & Valid To) as per the survey validity needs.

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Picture created by Pragati (Author)

After saving the template the below given page will be shown on the window.

Let me explain the tabs a bit.

  • Details- User can see all the details that were filled up at the time of creation in Details tab.

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Picture created by Pragati (Author)

  • Design: Design tab is where user can setup the questionnaire and insert a break after question as per the requirement. User can set question as Mandatory, maintain the Score for the question. Using Branch To, user can manipulate the order of the questions. Enable the “Attachment” if you want the user to be able to attach documents.

You can define the text size from here as well. Just click on “Ok” button and save the question.

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Picture created by Pragati (Author)

Let’s talk about some of the important aspects here.

Question Type: There are some standard question types defined in SAP C4C as shown in the screenshot below:

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Picture created by Pragati (Author)

 

  1. Amount- Amount type question allows user to create question based on the currency. User can setup the limits (Upper limit/ Lower Limit).
  2. Attributes- Attribute will be used to set questions based on the existing attributes in C4C system.
  3. Date- Date will allow users to enter the Date in their answer.
  4. Date Range- This can be used when user wants to enter the date range (From /To Date) in answer.
  5. Matrix- Matrix table questions allow you to combine multiple questions with the same answers. This is most useful when you need to ask multiple questions that should be rated on the same scale.
  6. Multiple Choice (Select Multiple)- In this user can choose multiple answers out of a list.
  7. Multiple Choice (Select One)- This will allow user to select only one answer from the multiple- choices.
  8. Numeric Value- This will allow user to add numeric value by clicking on the + and – button and can also write this manually.
  9. Quantity- This allow user to put the quantity in (Kilogram, Kilobyte, liter, Milli… etc.) for the survey question.
  10. Section- This allows us to set the question in the section (Topic).
  11. Signature- Signature box allows user to include their digital signature.
  12. Text- Text allows users to put their comment / review in text format.

Example- I have created a Survey viz. “Customer Satisfaction Survey” and added 2 questions.

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Picture created by Pragati (Author)

  • Exception- Exception tab is also known as a Condition tab. It means, User can set the condition based on questions which relies upon the above step.

Example- If user responds to a question from the existing questionnaire and selects any specific option (Answer) from within available choices then the system can automatically create a follow up task based on this condition while user will submit the final survey.

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Picture created by Pragati (Author)

  • Follow-up Actions- A follow up task can be created from within the survey from Follow-up Actions facet and this is based on 3 conditions-
  1. Follow-up Items Tab- User is creating a follow up task based on defined preconditions.
  2. Preconditions- User will use the Preconditions that are defined under Exceptions facet.
  3. Follow-up Item Details- Here we are providing the attribute that will be the task’s subject when generated on the basis of selected answer for the question that you have set in Exception tab.

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Picture created by Pragati (Author)

By clicking on Action menu from the top right corner you can choose “Activate” to set the survey as ready for use.

  1. Question Bank- User can Setup multiple questions according to the survey and can later adapt these questions in survey template. We can also call it as a bank of questions.
  1. Related Attachment- If there is any document attached with the survey, user can search their document via Advanced Search.

Assign Surveys to Business Objects/Transactions

We can assign Survey template to the business object via WorkCentre – Activity Planer.

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Picture created by Pragati (Author)

  1. Plans- Let’s create a Plan view by simply click on “+” sign. If you want to make it mandatory, you just need to enable the “Mandatory” button. This will ensure that user always executes the survey in the transaction.

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Picture created by Pragati (Author)

Click on “Save & Open” button and add the “Survey template” from Surveys facet.

Go to the “Survey” facet and add your Survey here and we can make this mandatory by simply enabling the Mandatory option and this survey will be assigned automatically to the business object if you enable the “Assign Automatically” button.

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Picture created by Pragati (Author)

     2. Routing Rule– Now, we need to create the Routing rule to assign this survey to the business object based on meeting certain conditions as per the need.

Add the Description and choose the Business Object.

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Picture created by Pragati (Author)

Add the Routing Rule condition as per the requirement.

Here I have set the condition on “Status= Won” for “Business Object= Opportunity”, then Survey will be automatically assigned to Opportunity once these conditions are true.

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Picture created by Pragati (Author)

Now we will move towards “Activity Plan” facet. In this we will add the plan view (which is already created in the previous step). Activity plan is based on the pre-defined conditions and as per the condition the configured Survey in the routing plan will get automatically assigned to the business object.

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Picture created by Pragati (Author)

Finally, Activate the Routing rule using Actions menu.

This in a nutshell completes the whole process starting from what a survey is, how it is created and how it can be put into action by automatically assigning a survey to business transactions. I have tried to present the details from my own experience of working with the surveys in SAP C4C application and I hope it beneficial to someone who is looking for information on surveys functionality. For more detailed information you can also visit the link: https://help.sap.com/viewer/24765b551a014b779b95c7b07d8e9079/CLOUD/en-US/fdad382951884d25a3c2ad41dbdf6d63.html

Please feel free to comment on the blog post or ask questions, if you have any query regarding this.

Thank You for reading!

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