Showing results for 
Search instead for 
Did you mean: 

Customer Feedback email via SAP CRM

Former Member
0 Kudos

Hi Experts,

I have recieved a requirement to send automated customer feed back email when a agent finishes the call. Is there any SAP CRM standard functioanlity to do this or will i have to keep scanning Business activities to do this.

Thanks in advance for your valuable feedback

Accepted Solutions (1)

Accepted Solutions (1)

Active Contributor
0 Kudos

Hello, Sap_IsuAbap .

I think that there is no such standard functionality out of the box.

But some variants (more standard or less) come to my mind at once.

- create a follow up transaction from interaction record manually, which in turn will trigger a personalized e-mail action; Other option is to trigger action with e-mail from IR itself;

- using IDI functionality create a rule which will send an e-mail on ContactFinished event. This sending action need to be implemented;

- subscribe to IC event 'ContactFinished' by own class and handle this event sending e-mail to an appropriate partner;

- using Marketing Recurring campaign create a target group 'clients which called us today' (or something similar) and send them this e-mail regularly.

Personally I prefer the last option.

Hope this will help.

Answers (0)