Creating a Case Closed Survey Workflow with Salesforce

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Automating your survey distribution lets you collect timely customer feedback and take action on it. A great way to harness survey automation is 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). This article covers a manual process of automating case closed surveys, but you can also use our Send from GetFeedback using Salesforce tool to fully automate this process.

Getting Started: Create your case closed survey

You'll first need to design your survey. We suggest keeping your case closed survey short and sweet - three to four questions which lead off with a simple Rating question like, "How satisfied are you with the support you received today?"

Create a custom object for your case closed survey in Salesforce

Next, you’ll create a custom object in Salesforce to house your survey responses. Here’s an example of our custom CSAT Survey object:

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Create lookup relationships between your objects

Custom objects typically have a lookup relationship with a standard object. Most customers running case closed surveys will build a lookup from the custom survey object to the Case or Contact object in Salesforce.

You can think of a lookup relationship as a parent/child relationship between your custom survey object and any other standard or custom object in Salesforce. As shown in the example above, we’ve created a lookup relationship between our CSAT Survey object and the Contact object.

Create custom fields

In addition to your lookup relationships, you’ll also want to add a custom field for each survey answer you plan to store in your custom object. As you can see in our example image above, our CSAT survey object has some custom fields on it, including Date and Score.

If you want to map the CSAT score respondents select, you’ll create a number field, like “CSAT Score." If you want to store open-ended comments too, you’ll create a text field, like “CSAT Comments."

Make sure to reference this list of Supported Salesforce Field Data Type Mappings while selecting your fields.

Set up your Salesforce survey mappings

Next, you’ll return to GetFeedback to create your Salesforce mappings. Within your case closed survey, navigate to the Salesforce tab and open up the custom mapping tool. This is where you’ll specify how survey responses map to Salesforce fields.

First, you will want to specify which object you'd like to map your survey responses to. Then, you'll decide what kind of action you want to take on this object. For a Case Closed workflow, you will want to select Create a New. Finally, you can put conditions on your mapping.

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Each new survey response will live under whichever object your custom survey object has a lookup relationship with, as long as you’re passing in the correct IDs through your survey URL.

Add merge fields to your survey link

Every GetFeedback survey has a direct URL that you can distribute in a number of ways. You’ll find it by navigating to Distribute > Link.

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Adding merge fields to a survey link

Add merge fields to the survey URL to pull in values from a Salesforce record. In this case, we’ll add merge fields onto the end of our survey URL to make our CSAT survey Salesforce-aware.

When designing a case closed survey workflow, the most important merge field is the Case ID, because you want each customer’s survey response associated with their specific case. To create that association, you'll want to add a merge field name and a merge field value to your URL. Read more about the basics of setting up merge fields.

Design your case closed survey email template in Salesforce.

Your case closed survey email is the primary component of this workflow. When your support agent closes a case, this will trigger a workflow for Salesforce to send the survey email to the case contact.

There are a few ways to send a survey over email:

  1. Include your survey URL as a hyperlink in the body of the Salesforce email.

  2. Embed the first question or a call to action into a Visualforce template and send from Salesforce.

Create your case closed workflow in Salesforce.

After you’ve created your email template in Salesforce, you can move onto the Salesforce workflow. Reference Salesforce’s documentation on creating workflows if you need a refresher.

To send your survey every time a case is closed:

  1. Begin creating the workflow rule for the Case Object.

  2. Set the Rule Criteria to Case: Status equals Closed.

  3. Set the Workflow Action to New Email Alert.

  4. Finally, select the pre-built email template you just designed and set the Recipient Type to Contact.

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*Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.