Rate Customer Support in Salesforce

Send customers a satisfaction survey automatically after closing their case in Salesforce. 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 with mapping, review Troubleshooting Salesforce Integration or contact support.

Make sure to enable certain permissions in Salesforce:

  • Create, Read, Edit, Delete permissions for any objects and fields you’re mapping to.
  • API access in Salesforce to set up your program.
  • Send Outbound Messages permissions for anyone who closes cases in Salesforce.
  • Modify Metadata Through Metadata API Functions permissions to map data to Salesforce fields and objects.

To create the setup:

  1. Select Quick Launch from the left-side navigation.
  2. Find Rate customer support in Salesforce, then choose Select.

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.

  1. Add program name: Your setup is given a name when you create it. To change the name, select Add program name.
  2. Connect to Salesforce: Select the Salesforce instance to connect to. The connection creates a Flow in Salesforce so we can send your survey and push live survey results to your Salesforce environment. If you can’t add a connection, you may need to ask your GetFeedback admin to give you permission to add Salesforce connections.
  3. Review survey and distribution: Preview the survey and email templates. Select the edit links to customize the survey or email.
  4. Set up mappings and reporting: Turn on managed mappings, or select Edit mappings to set up custom mappings. Our managed mappings package creates three objects in Salesforce: Survey, Response, and Answer. We map survey results to these objects. Learn more

Customize your program further by completing the optional tasks.

  • Turn on reminders: Schedule reminder emails to encourage users to take your survey. We only send reminders to recipients who haven’t taken your survey yet.
  • Add custom logo: Brand your survey with your logo.
  • Add actions: Set up automated emails, Salesforce task records, or Slack messages when respondents answer questions a certain way.

When you're ready to activate the Flow in Salesforce, select Launch setup.

Once a setup 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.

To review distribution data or export your survey results, go to the survey and select Results.