3533836 - Implementing Feedback Surveys for Closed Cases in SAP Service Cloud V2

Your business requires sending a feedback survey after a case is closed to assess customer satisfaction and gather insights.

SAP Service Cloud Version 2 1.0
SAP Sales Cloud Version 2 1.0

• 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.

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

1. 1. Go to Settings > Emails > Channels.
      • Ensure that you have a valid email address with ownership or management rights to the domain used.
   2. 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.
   3. Activate the channel, following the two-step validation process as prompted.
   4. 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.
   5. Test the email channel by sending a test email to confirm that it forwards correctly to the SAP system.
   6. Design a custom HTML template for the feedback survey email, incorporating any required branding and layout.
      1. Ensure the template includes placeholders for dynamic content (e.g., customer name, case ID).
      2. Go to Settings > Templates > Placeholders to view available placeholders for dynamic case information.
      3. Click the plus (+) icon to add a new email template.
      4. Enter a Template Name (e.g., "Case Feedback Survey").
      5. Select the Feedback Template Type for gathering feedback.
      6. Under Object, select Case, and for Channel Type, select Email.
      7. 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."
      8. Go to Documents > Browse, select your custom HTML file, and upload it.
      9. Choose the template Language, set as default, and save.
   7. Set up an Autoflow Rule for the Feedback:
      1. Go to Settings -> Business Flow > Feedback.
      2. Select Add New Rule for the case object.
         1. Click on the Create (+) icon.
         2. 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
         3. Save and Activate
   8. The last step is to add the Feedback step to your case flow by either:
      1. Making a copy of the case type you want to use or
      2. Making a new version of the case type you want to use
   9. Once in the case, go into edit mode for the case designer 
      1. Go to the last phase where you want to add the step
      2. Click on Add Feedback and maintain the details (Name, Mandatory steps yes/no, Auto trigger = Yes, Help Text)
      3. Under Feedback Rule, select the rule created previously
      4. Save and Activate changes.
   10. Test.

The steps to configuring the Feedback Business Flow for Cases can be found at [OpenSAP Microlearning video]

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