SAP Knowledge Base Article - Public

3680146 - Survey trend summary not generating in machine learning for sap sales/service cloud

Symptom

The survey trend summary is not getting generated even though there are 3 visit IDs on the same account.

Environment

  • SAP Sales/Service Cloud Version 2.

Reproducing the Issue

  1. Navigate to Visits work center.
  2. Open the visit you expect to see the pre-visit summary on.
  3. Go to the Pre-Visit Brief section.
  4. Under Past Interaction Insights, the following sections are not visible:
  • Survey Summary
  • Survey Recommendation
  • Survey Differences

Cause

Pre-visit summary requires previous 3 visits with completed surveys.

Resolution

Ensure that the visit being checked has the last 3 visits on the same account with completed surveys.

Keywords

survey trend summary, machine learning, sap sales cloud, sap service cloud, past interaction insights, survey summary, survey recommendation, survey differences, pre-visit brief, completed surveys, troubleshooting , KBA , CEC-CRM-ML , Machine Learning for SAP Sales/Service Cloud , Problem

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions