Automating your survey distribution lets you collect timely customer feedback and take action on it. You can use our Salesforce automation to send CSAT surveys after a customer interacts with your support team. We'll use a CSAT survey in this example but case closed workflows apply to other kinds of surveys like Customer Effort Score (CES) or Net Promoter Score (NPS).
Create the survey you want to send when someone closes a case. Keep the following in mind:
When creating your custom object:
The image below shows an example of a custom CSAT Survey object:
In GetFeedback, create survey mappings to push responses to your custom Salesforce object. To set up mappings:
Once you save and publish your mappings, we push any new survey responses to the Salesforce object you chose.
Add the Case ID merge field to your survey link to associate responses with the case. You can also add merge fields for other data you want to track.
From your survey, select Distribute > Survey link and copy your link. Then, add the Case ID merge field. Learn more about adding merge fields to survey links
Your case closed survey email is the primary component of this workflow. When your support agent closes a case, the workflow sends the survey to the case contact.
There are a few ways to send a survey over email:
Once you create your email template in Salesforce, you can build the Salesforce flow. Learn more about creating flows in Salesforce
If you send surveys after each case closure in Salesforce, your customers may experience survey fatigue and stop responding to surveys. You can use certain workflow rules in Salesforce to limit how often you send surveys.
For example, you can send the survey in the following conditions:
You might want to trigger a survey for a certain number of cases only (Ex: every 4th case). To do this, you'll need to use formulas and workflow rules in Salesforce.
2. Create a workflow rule that sends the survey when that MOD formula evaluates to zero (which will only happen every 6th case). This will be our workflow rule criteria.
You can limit how often surveys are sent to individual respondents to only send a survey after someone hasn’t completed a survey for a certain time period. To do this, use custom mappings to map the Completion Time attribute to Salesforce. The Completion Time attribute tells Salesforce when your recipient last completed a survey. Then, create a trigger in Salesforce to check the Completion Time before sending a survey.
To only send surveys after a certain time period:
3. In Salesforce, create a trigger to distribute the survey based on these rules. The trigger needs to do 3 actions: