Question Re: How to use a external survey multiple time by customer in SAP C4C in CRM and CX Q&A

How to use a external survey multiple time by customer in SAP C4C

former_member690694 — Fri, 25 Sep 2020 06:43:47 GMT

Dear Team,

My requirement is, If customer re-open the ticket n no of times then how to use/open/fill one satisfaction survey by customer multiple times which we are sending through one workflow rule.

Because we can re-open the ticket n no of times. then before closing the ticket we are sending survey link to customer through workflow rule then 1st time it get filled by customer then second time same survey id if we send to customer then customer not able to open as it's already submitted by customer.

Could you please give some idea on it. how to handle it this scenario.

Thanks and Regards,

Madhuri Dubey.

Re: How to use a external survey multiple time by customer in SAP C4C

former_member145911 — Fri, 25 Sep 2020 09:11:30 GMT

Hi Madhuri,

In this particular example it helps to take a step back and consider the problem for a process perspective. Typically in customer service scenarios, as you correctly mentioned, a customer can come back and report the problem again. So when we think about gathering feedback, if we consider the process itself (irrespective of the application) then these are some examples that can be followed:

1) If an organisation allows a ticket to be re-opened within a given timeframe, then it doesn't make sense to ask for feedback during the active ticket lifecycle time. In this scenario, we need to align with the timeframe of when an organisation considers a ticket to be closed (not completed but closed) to then gather the feedback for the customer. This is decided by the organisation, some chose 30 days some chose 5 days. But once the ticket is set to Closed it cannot be re-opened and then we can ask for feedback. Of course this solution only works if the organisation differentiates between a 'Completed' ticket and a 'Closed' ticket.

2) If an organisation has no such differentiation and they can allow a customer to re-open a complaint as many times as possible (not usually best practice because it can affect things like SLA's and tickets can just be in process for unlimited time), then you can try unselecting the flag 'Always send email' during the last configuration step of the e-mail workflow. Link to the help documentation Workflow Rules.

Hopefully this gives you some ideas.

Regards,

Jameel

Re: How to use a external survey multiple time by customer in SAP C4C

former_member690694 — Mon, 28 Sep 2020 05:03:09 GMT

Hi Jameel,

Thanks for your support . And i had to got with your 2nd suggetsion .As i have tried to get check box "Always email send" after selecting rule type- Email. But I could not get it. Is it part of 2008 version. or could you please share the screen shot of it.

Thanks and Regards,

Madhuri Dubey.

Re: How to use a external survey multiple time by customer in SAP C4C

former_member145911 — Tue, 29 Sep 2020 10:36:52 GMT

Hi Madhuri,

Yes, the functionality has been available for a while. Please see below screenshot. It will be in the 'Define Actions' step of the configuration of the workflow rule.

Regards,

Jameel