Enhanced Survey Determination in the Shared Services Framework

  • by Sruthi Jain, CRM Consultant, SAP
  • October 21, 2013
SAPexperts/CRM
SAPexperts/HR
SAPexperts/Project Management
Learn how to define enhanced survey determination criteria in the shared services platform. Learn how tools such as categorization schema, status profile, and organization structure make the surveys more flexible.

The shared services framework (SSF) add-on for SAP CRM 7.0 comes with a set of predefined function modules, tables, and additional customizing settings. All surveys are designed in the CRM survey suite, which is part of standard CRM, but only surveys that are used in SSF have these additional customizing settings available. These customizing settings can be found under the Shared Services Package Cross-Scenario Settings node in the customizing implementation guide. They come along with the Production Data Structure (PDS) delivered for SSF, and not as a part of standard CRM delivery.

In this quick tip, I show how to define further criteria for determining customer surveys, such as satisfaction surveys, in SSF scenarios. This can be useful when different categories of a service request require different surveys or when the survey is dependent on the processing team that processed the service ticket. This kind of survey determination is not supported by standard CRM, but is possible with this PDS feature.

Sruthi Jain

Sruthi Jain is an SAP CRM consultant with SAP Global Delivery. She has eight years of experience with SAP systems. She has knowledge in the areas of Interaction Center and the CRM WebClient UI. She is also well versed in the concepts of shared services framework. She is certified in HANA, ABAP and SAP CRM 2007. You may contact Sruthi on LinkedIn at http://in.linkedin.com/in/sruthijain/.

 

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