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!