Name: Configuring Feedback Business Flow for Case in SAP Service Cloud Version 2
Uploaded: 2024-1-25
Duration: 382 s
Description: This video shows how to configure the feedback flow to decide the path through which feedback flows in the system.

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<div><div><div><div><div>This video shows how to configure the feedback flow to decide the path through which feedback flows in the system.</div></div></div></div></div>

Configuring Feedback Business Flow for Case in SAP Service Cloud Version 2

Welcome to this micro learning video, where you will learn how to set up the system so that service agents, after completing a case, can automatically send emails to customers requesting for their feedback. The assumption is that you already have a case type defined in your tenant, and this must be changed by creating a new version that will include a dedicated step for requesting the feedback. As part of this video, you will learn four main configurations. One, how to create a dedicated email channel for feedback. Two, how to create an email template for collecting feedback. Three, how to create the feedback auto-rule for sending outbound requests for feedback. Four, how to adapt an existing case type with an additional step for requesting feedback. The first setting that needs to be enabled is a dedicated email channel associated to the feedback object. Administrators can configure email channels via Settings, All Settings, Email, Channel. As a prerequisite, administrators need to have access to their company's mail server where they can configure a new email address that can be associated to the technical email address of your SAP Service Cloud Version 2 tenant. From here, select the Create icon at the top of the email channel list to create a new entry. Enter the email address that you want to use for this channel and enter the display name for the same. Choose feedback for object. Select save and then press activate to trigger the verification process. A two step verification process is required before the channel is activated. A message is sent to the channel email address with a verification code. A second message is sent from the verification service with a link you use to activate the channel. The second configuration that needs to be enabled is the feedback email template. Here the prerequisite is to prepare an HTML template layout where you can include technical placeholders to fill in data from the case record as soon as the template will be applied in its context. Administrators can configure email templates via settings, all settings, email, templates. Add a new template by selecting the create icon at the top of the templates list. Enter a name for your new template and select the feedback template type is going to be used for gathering feedback. In this example, we are using a template, which includes a link to a customer survey in Qualtrics. Select case for the object type, email for the channel type, enter a name and description for the template. Now set up the formatting for your template. In the document tab, upload the HTML template layout you have previously created as prerequisite. The tab viewer shows a preview of the template as it appears in the email editor, placeholders are shown where relevant data is filled in, once the template will be applied. In the attachment tab, you can upload any documents you want to include as standard attachments with email messages created from this template. The placeholder tab displays a list of available data fields associated with the object type you selected for your template. Once finished, you can save your new email template. The third configuration that needs to be enabled is the feedback autoflow that will automatically trigger an outbound email notification to the customer from the case entered. Administrators can configure autoflow rules via Settings, All Settings, Business Flow, Feedback. Add a new autoflow rule by selecting the Create icon at the top of the autoflow list. After entering an autoflow description, you can choose the entity case from the first drop-down list box. Maintain the subject of the email and add the email template that was created previously. Now you can maintain the sender name and email and here you must select the feedback email channel created at the previous step. Finally, you must enter the recipients of the request for feedback. Here there are several options to choose from and I am going to select account contact or individual customer of case. Once finished, You can save and activate the new autoflow rule. The fourth and final configuration that needs to be performed is the adaptation of an existing case type by creating a new version of it. In alternative, you can also create a copy of an existing case type if preferred. I have created a new version of an existing case type called case for demo and I have added one more step in the last phase via the case designer. The additional step that needs to be added is called feedback. Once you have added it, you can maintain the name, for example gathering feedback from customer, you can define if the step is mandatory or optional, and you can select the auto trigger if you want to execute the step automatically without adding any precondition. As soon as the service agents has completed all preceding steps, the request for feedback will be sent after the completion of this step. Finally, you must select the feedback business flow rule created in the previous step, click on save and activate. Great, now everything is ready for a quick test. Let's now create a new case and see if the request for feedback gets triggered as expected. I access the navigation menu and go to case. I click on the copy button of an existing case, check the necessary attributes in the quick view and press save and open. Once I am in the case overview, I make sure to complete all the steps preceding the request for feedback and once I'm in the final step of the conclusion phase, I can see that the last step showing up is the feedback gathering from customer. I simply click the finish button and the system will trigger the outbound email. If I now check the timeline of this case, I will see a new event has been created. And that is the outbound email to customer. Finally, if I now check the customer email inbox, I will be able to see the request for feedback and from there I can click on the customer survey link. And with this, my presentation has come to an end. I hope you found this content useful and thanks for watching.