Send customers a feedback survey after closing their case in Salesforce to learn how your support agents are doing. The setup automatically creates a survey, email, Salesforce mappings, and Salesforce Flow so you can start collecting feedback sooner. When respondents complete your survey, you can view and compare results for your agents in Insights.
To use Quick Launch, you’ll need to have an existing Salesforce instance connected to GetFeedback. If you need help, review Troubleshooting Salesforce Integration or contact support.
Make sure to enable certain permissions in Salesforce:
To set up the agent performance program:
Your newly created setup has a central section outlining the workflow and a left sidebar menu outlining tasks to complete. To build your setup, complete each required task in the menu.
Customize your setup further by completing the optional tasks.
When you're ready to activate the Flow in Salesforce, select Launch setup.
Once a program is launched, track the status and response rate in the left sidebar. To dig deeper into your results, select Go to Workspaces.
In Workspaces, you can view an Insights dashboard to help you analyze customer satisfaction over time and compare results. You can filter and compare results by response type, score, keywords, and merge fields. Within this dashboard, you can look at customers’ individual responses and review recurring keywords they use in those responses.