SAP Knowledge Base Article - Public

3356383 - Survey skips questions

Symptom

When open and try to complete a Survey, it directly skips some of the questions.

Environment

  • SAP Sales Cloud and SAP Service Cloud Version 2
  • SAP Sales Cloud Version 2

Reproducing the Issue

  1. Go to Leads work center for example. (This is also the same for other entities for which Surveys could be assigned, such opportunity and so on. )
  2. Open one Lead D with Account A.
  3. Add a Survey B to it.
  4. Click on the Survey B to complete it.
  5. It directly skip some of the questions and come to question C.

Cause

The Survey is designed with "Previous Answers" button checked. If this button is checked, then the system will record the answer that was answered last time for the same Account. In this case, the Survey B was once assigned to another Lead E with Account A, and was answered till question C.

Resolution

Please kindly uncheck the "Previous Answers" button if the function is not needed.

Keywords

Survey; Previous Answers , KBA , CEC-CRM-SUR , Surveys for SAP Sales/Service Cloud , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions