If you’re using Service Cloud as your CRM and want to collect CSAT or CES feedback from your customers, your support agents can embed a survey in their Salesforce email signature. This makes collecting feedback easy for your support team.
You can embed the following question types in an email:
Here’s an example of a survey embedded in an email.
For the best results, create a survey with 1 question and remove the title page. When respondents answer the survey question, their response is automatically submitted.
Create links for each answer option in the question you want to embed in your email.
Create an email template in Service Cloud and embed your survey. To add your survey to a Salesforce email template:
Each question type has different values. For example, for a CSAT question with a scale of 1-5, add =1 to the end of the first link.
You can add images to your links in your HTML email template, such as button icons. For example, the HTML below includes an image for the first answer choice.
The Salesforce email template builder will also allow you to add images and links.
If you map response data back to Salesforce, make sure to add any merge fields you’re mapping to. Learn more about using merge fields in Salesforce
The example below shows a link that includes an image and the Case ID, Case Contact, and Agent Name merge fields:
Once you add your survey links and merge fields, test your email template to make sure it’s working correctly. To test your email:
If you’re happy with the test email, your service agents can start using the email template to add the survey to their emails.