Begin and Close Cases with Survey Invitations

Learning Objectives

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

  • Send a survey invitation based on case auto-response rules.
  • Send a survey invitation on case closure.
  • View feedback provided by the contact associated with a case.

Know What a Customer Feels Before and After a Case

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.

Send Survey Invitations Using Case Auto-Response Rules

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 Setup icon 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. Enter 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:
      Note: This information doesn’t appear in the email invitation.
  12. In Step 4, select the email template that you want to send.
    Note: This email template is used to send out a separate email to the customer. You can use it to let the customer know that a case has been created.
  13. In Step 5, click Search icon.
    Note: The Survey field is disabled if Surveys is not enabled in your org. If you enable Surveys while on the Case Auto-Response Rules page, make sure to refresh the page.
  14. Select the survey you want to email on case creation. Maria selects Net Promoter Score. Alt text: Case Auto-Reponse Rules page with Net Promoter Score survey selected.
  15. Click Save.

Send Survey Invitations on Case Closure

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

  1. Click Setup icon 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 Search icon.
    Note: The Customer Feedback Survey field is disabled if Surveys is not enabled in your org. If you enable Surveys while on the Support Settings page, make sure to refresh the page.

  6. Select the survey to email on case closure. Maria selects Customer Satisfaction. Support Settings page with Customer Satisfaction survey selected.
  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.

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