Wednesday, December 23, 2015

Cloud for Customer - 3 survey design tips

One of the functionalities in SAP Cloud for Customer (C4C) is surveys.
Surveys are checklists or questionnaires that can be centrally maintained and automatically assigned to Customer Visit Reports. The survey maintenance offers a wide range of options.
This article focuses on three tips for survey maintenance.

Tip 1: Translation of surveys.

When you have users logging on in different languages, you should be aware of the fact that when you forget (or choose not) to translate a survey, the user logging on in the different language will end up with a form without the descriptions.

In the current version of C4C, unlike in other parts of the application, there is no functionality to translate the forms. Translation of forms is somewhat cumbersome:
  1. Create the survey in the default language. 
  2. Log on in the other language. 
  3. Edit the survey and add the missing texts. 
Translation should be done before using the survey, because once the survey is in use, it is not possible to adjust the texts anymore.

Tip 2: Reporting on surveys

An important consideration during the design of a survey is reporting. What are you looking to get out of the surveys.
C4C has quite many ‘out-of-the-box’ reports and underlying datasources. The standard datasources have a few restrictions when it comes to reporting directly on the questions and answers. This can be tackled in sensibly using question and answer categories and/or using the short description of a question.

Question and answer categories

In the configuration of a survey, you have the possibility to define 'question and answer categories'.
The categories can then be used during the survey design.
Go to business configuration --> activity management --> survey. Define your question categories and answer categories.


Remember to translate. Use the translate button to do this.


When creating a new survey, you choose a survey category. During the survey design, you can question categories to the questions and answer categories to the answers. The categories will show up in the report.

Below is an example where the question category has been used.

Short description.

Beside using the categorization, you can also add a 59 character short description to each question.
This short description is also available in the datasource, and thus in the standard reports.


Example of a report where the short description is used.

Tip 3: Attachments

Finally, I would like to address adding attachments to a survey design.

With each question, it is possible to attach a document by clicking ‘attachments’. The attachment option in surveys allows the attachment of images. This can be useful if a question needs clarification with a schema for instance, or if a manual comparison with an actual situation for instance needs to be made.
Uploading of other document types such as excel, powerpoint, pdf etc is unfortunately not possible.


Good luck with your surveys!

13 comments:

  1. Can surveys in C4C be used also in Marketing Campaigns to update Marketing Attributes like it's possible in SAP CRM on premise?

    ReplyDelete
  2. Hi Gregor, currently this kind of functionality is not supported C4C.

    ReplyDelete
  3. Hi Daan

    Great breakdown of the survey features in C4C.

    One thing I am struggling with is the ability to create a products / inventory check within surveys.
    To clarify - the possibility of checking off the products from a list within a survey for reporting purposes.

    I have been able to create a survey very close to what I want but in the report, where the product names should be, they show up as the word "value" rather than the actual product names.

    Whilst I continue to experiment, if you have any Ideas ?

    Regards
    Majid

    ReplyDelete
    Replies
    1. Hi Majid,

      I don't quite understand your question. Do you want to see the product names in the report or in the survey?

      BR,
      Daan

      Delete
  4. This comment has been removed by the author.

    ReplyDelete
  5. In the 1602 release the Questions and Answers are available in the related DataSources.

    ReplyDelete
  6. Hi,

    greate article on surveys. We would like to get feedback for finished projects from our clients, or finished claims or or or... is the "survey"-Module the right thing to use? Up to now I was more looking a campaign from the marketing module.

    Rgds,
    Nils

    ReplyDelete
  7. Hi,

    greate article on surveys. We would like to get feedback for finished projects from our clients, or finished claims or or or... is the "survey"-Module the right thing to use? Up to now I was more looking a campaign from the marketing module.

    Rgds,
    Nils

    ReplyDelete
    Replies
    1. Hi Nils,

      It is possible to create surveys (category Satisfaction) that you can send out to your customers using an e-mail template. Customers can answer or give a rate to the questions that you created.

      Note: To use this Satisfaction Survey, you need to activate the Enhanced Marketing Functionalities in the configuration.

      BR,
      Daan

      Delete
    2. Hi Daan,
      thanks a lot. We are just preparing our first campaign and we will try to use surveys to measure customer satisfaction. Let's see how far we get with this.

      Your website is a helpful resource!

      Regards,
      Nils

      Delete
  8. Hi,

    Is it possible to translate/adapt the end page with the submit button? I can't find how to change it. Our users will send surveys in two different languages while logged in in one language.

    Thank you,

    Iris

    ReplyDelete
  9. Hi Iris,

    When you design your survey, you're able to add a custom Survey End Message (since the 1708 release). However, when you use ‘Branch to’ functionality in your design this end message appears not at the end. A standard SAP End Message is showed that is not possible to change or remove. According SAP this will be changeable in 1802 release.

    The buttons you're referring to, are based on the language of the browser.

    Regards,
    Daan

    ReplyDelete