Symptom
Your business requires sending a feedback survey after a case is closed to assess customer satisfaction and gather insights.
Environment
SAP Service Cloud Version 2 1.0
SAP Sales Cloud Version 2 1.0
Cause
- There is a business need to automatically send feedback surveys to customers after their cases are successfully resolved.
- Administrators need guidance on configuring this functionality within SAP Service Cloud Version 2.
Resolution
Prerequisites
- Case Type Configuration: Ensure that you have a Case Type defined, which will include a step for feedback collection upon case closure.
- Qualtrics Survey Access: Ensure you have access to Qualtrics to create a survey. The survey link generated in Qualtrics should be embedded in the Feedback Survey email template created later in this process.
Steps to Implement a Feedback Survey for Cases
-
- Go to Settings > Emails > Channels.
- Ensure that you have a valid email address with ownership or management rights to the domain used.
- Select Create New Channel and complete the following fields:
- Enter the Channel Email Address (e.g.,
feedback@yourcompany.com
). - Set the Display Name (e.g., "Case XYZ Feedback Survey").
- Select Feedback under Object to associate the channel with feedback surveys.
- Enter the Channel Email Address (e.g.,
- Activate the channel, following the two-step validation process as prompted.
- After activation, copy the Tenant Email for Automatic Forwarding (technical email address).
- Go to your Exchange Server or email provider (e.g., Outlook) and configure email forwarding to the technical email address copied in Step 4.
- Test the email channel by sending a test email to confirm that it forwards correctly to the SAP system.
- Design a custom HTML template for the feedback survey email, incorporating any required branding and layout.
- Ensure the template includes placeholders for dynamic content (e.g., customer name, case ID).
- Go to Settings > Templates > Placeholders to view available placeholders for dynamic case information.
- Click the plus (+) icon to add a new email template.
- Enter a Template Name (e.g., "Case Feedback Survey").
- Select the Feedback Template Type for gathering feedback.
- Under Object, select Case, and for Channel Type, select Email.
- Embed the Qualtrics survey link directly into the email body within the HTML template. You can create a call-to-action button or hyperlink text like "Click here to provide feedback."
- Go to Documents > Browse, select your custom HTML file, and upload it.
- Choose the template Language, set as default, and save.
- Set up an Autoflow Rule for the Feedback:
- Go to Settings -> Business Flow > Feedback.
- Select Add New Rule for the case object.
- Click on the Create (+) icon.
- After entering an Autoflow description, choose the following:
- Entity = Case
- Maintain the subject of the email
- Add the email template that was created earlier
- Maintain the Sender Name and Email
- Here you will need to enter the Feedback Email Channel created earlier
- The last step is to maintain the Role Base Recipients:
- Select Account contact or individual customer of case
- Save and Activate
- The last step is to add the Feedback step to your case flow by either:
- Making a copy of the case type you want to use or
- Making a new version of the case type you want to use
- Once in the case, go into edit mode for the case designer
- Go to the last phase where you want to add the step
- Click on Add Feedback and maintain the details (Name, Mandatory steps yes/no, Auto trigger = Yes, Help Text)
- Under Feedback Rule, select the rule created previously
- Save and Activate changes.
- Test.
- Go to Settings > Emails > Channels.
See Also
The steps to configuring the Feedback Business Flow for Cases can be found at [OpenSAP Microlearning video]
Keywords
Feedback survey, case survey, customer satisfaction, SAP Service Cloud V2, email template, Autoflow Rule, case closure, case type configuration, email channel setup, custom HTML template, Qualtrics survey link. , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , Problem
Product
SAP Service Cloud Version 2 all versions