SAP Knowledge Base Article - Public

2463039 - Triggering external survey for lead


You have set a workflow rule to trigger an e-mail survey based on the status of a lead. This works fine when you set an employee as receiver: In this case the survey link in the email opens the survey as it should. However when you determine the e-mail receiver to be an external user (eg the lead contact), then the survey link is not generated correctly when using the #SURVEYID# placeholder in the email template. 


The workflow rule is checking the agent type code: The link for an external survey will work only if the recipient is defined as a Customer or as an Employee in the C4C System.


This is the expected system behaviour.


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