Begin and Close Cases with Survey Invitations

After completing this unit, you’ll be able to:

Gabriela wants to gather customer feedback during the lifecycle of a case. She has two requests for Maria. First, she wants to send survey invitations for the Net Promoter Score survey every time a case is created via Ursa Major Solar’s website. This will help the service reps determine what the customers think about their products before they start working on a case. Next, she wants to send invitations for the Customer Satisfaction survey to gather feedback on a closed case. Both surveys must be sent to the customer who logged the case.

Maria gets back to Gabriela on the same day. Maria plans to use Case Auto-Response Rules to send survey invitations when cases are created via their website. To send survey invitations after cases are closed, she plans to use Support Settings.

Ursa Major Solar’s website already captures cases using Salesforce’s Web-to-Case. Maria only needs to set up an auto-response rule that emails an invitation to the case’s contact when a case is created using Web-to-Case.

1. Click and select Setup.
2. In the Quick Find box, enter Case Auto-Response Rules.
3. Select Case Auto-Response Rules.
4. Click New .
5. Name the auto-response rule. Maria enters New Case (Product Feedback).
6. Select Active and click Save.
7. Click New Case (Product Feedback).
8. In the Rules Entries section, click New.
9. In Sort Order, enter 1.
10. Specify the following criteria:
    • Field: Case: Status
    • Operator: Equals
    • Value: New
11. Specify the following name and address for the auto-response message:
    • Name: Gabriela Livingston
    • Email Address: gabriela.livingston@example.com

12. In Step 4, select the email template that you want to send.

13. In Step 5, click .

1. Select the survey you want to email on case creation. Maria selects Net Promoter Score.
2. Click Save.

On the Support Settings page, Maria must select the survey that she wants to send when a case is closed.

1. Click and select Setup.
2. In the Quick Find box, enter Support Settings.
3. Click Support Settings.
4. Click Edit.
5. In Customer Feedback Survey, click .

6. Select the survey to email on case closure. Maria selects Customer Satisfaction.
7. Click Save.

When a case is closed, an email containing a link to the Customer Satisfaction survey is sent to the contact associated with the case.

Maria wants to go the extra mile and make it easy for Gabriela to find the responses provided by the customers. Maria adds the Survey Invitations and Responses related list to the Case object’s page layout.

1. Click and select Setup.
2. Click Object Manager.
3. In the Quick Find box, enter Case.
4. Click Case Page Layouts.
5. Click Case Layout .
6. Drag Survey Invitations and Responses to the Related Lists section.
7. Click .
8. Maria decides to display the following fields on the related list:
   • Record Name
   • Invitation Record
   • Response Record
   • Response Status
   • Response Submitted By
   
9. Click OK.
10. Click Save.
11. Click Yes to add these changes for users across your org and overwrite users’ personal customizations.

Gabriela can use the Survey Invitations and Responses related list to view the feedback provided by customers for survey invitations associated with a case.

• Salesforce Help: Send Surveys to Gather Feedback on Support Cases
• Salesforce Help: Add Survey Invitations and Response Related List to Objects