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CRM_URLPA_001 - Define URL Parameters for Customer Surveys

CRM_URLPA_001 - Define URL Parameters for Customer Surveys

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In this activity, you specify the parameter XML files to be used to generate URLs for internal or external surveys, or, if required, to generate URLs for internal and external surveys alike.

Interaction Center (IC) customer surveys are delivered as URLs by e-mail. It is important to maintain the parameter XML files correctly, as they are required to generate the survey URLs.

To maintain the necessary parameter XML files, proceed as follows.

  1. Execute transaction CRM_SURVEY_SUITE.
  2. Choose Survey Repository, then select the folder Parameter XMLs.
  • Note

For IC customer surveys, only types bsp, https, and http are supported. The first type is intended for surveys that are designed for internal use by employees. If the survey is distributed externally, then types https or http must be used instead. For additional information, consult SAP Note 627144.
  1. Create an XML file on your local installation for your own use. XML files are pre-delivered for each of the three supported types, which you can use as the basis for your own XML files.
  2. Edit the XML file and replace the server and connector names (for types https and http, respectively), then import the XML file into the survey repository.
  3. Test your XML files in transaction CRM_SURVEY_SUITE by generating a survey URL for your survey template.
You can select the XML file only if the file content - for example, server name, port, or connector - does not contain errors.
  1. Execute this Customizing activity, where you can enter the XML files that you have already tested in transaction CRM_SURVEY_SUITE, and specify whether they are to be used to generate internal or external URLs.
  • Note

When the associated survey is distributed, the standard system determines whether the contact person has been assigned an SAP user. If so, the contact person is considered an internal party, and an internal survey is sent to him or her. Otherwise, an external survey is sent.






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