- SAP Managed Tags
In today’s HR service delivery landscape, ensuring employee satisfaction is crucial. With SAP Cloud for Customer (C4C) integrated with Ask HR, organizations can streamline ticketing processes and gather feedback on HR interactions through surveys. Ticket surveys provide valuable insights into employee satisfaction and help identify areas of improvement. In this blog, we will walk through the step-by-step process of configuring ticket surveys in SAP C4C for Ask HR.
1- Prerequisites
- SAP C4C is integrated with your Ask HR solution.
- The Surveys functionality is enabled in SAP C4C.
- You have the necessary admin access to make configurations.
- A survey design tool like Qualtrics (if required) is available for survey creation.
2. Understanding the Survey Workflow in C4C
Ticket surveys in C4C are typically triggered at specific points in the ticket lifecycle, such as ticket closure. The process involves:
- Creating the survey content.
- Configuring survey distribution logic.
- Enabling automation rules to send surveys after ticket resolution.
3. Steps to Configure the Ticket Survey
Step 1: Access a Survey tab in SAP C4C
Go to Administrator > Surveys
Step 2: Create a New Survey:
- Click New and provide a name (e.g., “Ask HR Satisfaction Survey”)
Step 3: Design the Survey:
Click "Design" and add all relevant questions using the correct type.
Step 4: Save and Activate the survey.
4. Configure Survey Distribution
Step 1: Access Survey
Step 2: Go to Business Configuration > Workflow Rules>Create a new rule with all the required details
Business Object and Trigger Condition
Step 3: Define the conditions to trigger a survey
Step 4: Define the survey actions such as Sender Name, Email, Survey Recipients, etc.
Step 5: In the Placeholder Mapping, map #SURVEY2744# to anything, it does not matter
For e.g. you can map it to “Ticket ID” or “External ID” because the code will recognize the placeholder and replace it with a link
Step 6: Create an HTML EMail template, with a placeholder with the format #SURVEYID#Eg. #SURVEY25#, if the ID of the customer satisfaction survey was 25
Sample HTML Code (If the link of the survey received is not hyperlink, please check the Tags of HTML with attention)
<html>
<head>
<meta content="text/html; charset=utf-8" http-equiv="Content-Type">
</head>
<body>
<p> Hello <p>
<p> Your [Request: #TICKETID#] is complete <p>
<a href=#SURVEY25#>Please complete the survey</a>
</div>
<p> Regards,
PC Support <p>
</body>
</html>
Save with Enconding UTF-8.
Step 7: Review the Workflow rule and activate it.
5. Test the Survey Configuration
- Create a dummy ticket
- Change ticket status to closed or solution confirmed based on your workflow condition
- Open the Email to access the survey link
- Click on the "Please complete the survey" hyperlink to access the survey and complete the feedback
6. Best Practices
- Keep Surveys Short: Avoid lengthy surveys to ensure a higher response rate
- Send Timely Surveys: Trigger surveys immediately after ticket closure to capture fresh feedback.
- Review Feedback Regularly: Periodic analysis of survey responses helps identify recurring issues.
- Ensure Anonymity: Assure employees their feedback is confidential to encourage honesty.
Conclusion
Configuring ticket surveys in SAP C4C for Ask HR is a straightforward process that provides significant value by capturing employee feedback. By following the steps outlined above, organizations can better understand employee satisfaction, enhance HR service delivery, and continuously improve the employee experience.
Supporting Resources:
https://me.sap.com/notes/0002670262
https://me.sap.com/notes/0002484144
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