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Get Started with Salesforce Feedback Management

Learning Objectives

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

  • Understand the Salesforce Surveys capabilities available with the Salesforce Feedback Management license.
  • Set up users permissions for the Salesforce Feedback Management license.
  • Add merge fields in surveys.
  • Set up data maps for your surveys.
  • Set up a post-chat survey.

Amp Up Your Surveys

Ursa Major Solar has been using Salesforce Surveys for a while. Their post-case feedback survey has provided the management team critical insights about customer satisfaction. But this survey was only sent to customers who raised cases via their website or emails. The management has now turned their attention toward gathering post-chat feedback from customers who contact Ursa Solar Major’s support team using the live chat on their website.

Ursa Major Solar’s admin, Maria, is a little worried about how many long lines of code she might have to write to get post-chat surveys up and running. Before she begins, Maria calls up her Salesforce account executive for any tips or suggestions. The AE tells her that Ursa Major Solar can gather post-chat feedback without any custom code using the Salesforce Feedback Management license. Maria also learns that the license packs a punch with some very cool capabilities.

With Salesforce Feedback Management, she can personalize the customer’s experience by adding merge fields within her survey. She can also create or update records in Ursa Major Solar’s org based on customer feedback. To top it up, the license comes with the ability to receive unlimited responses. After the license is added to Ursa Major Solar’s org, Maria can allow herself and other users in the org permission to use the capabilities of the Salesforce Feedback Management license.

Maria has a quick chat with her management team and requests the Salesforce account executive to add Salesforce Feedback Management to Ursa Major Solar’s org.

Create a New Trailhead Playground

For this project, you need to create a new Trailhead Playground. Scroll to the bottom of this page, click the down arrow next to Launch, and select Create a Trailhead Playground. It typically takes 3–4 minutes to create a new Trailhead Playground.

Note

Note

Yes, we really mean a brand-new Trailhead playground! If you use an existing org or playground, you can run into problems completing the challenges.

Enable Surveys

Before you begin, be sure Surveys is enabled in your org.

  1. Click Setup and select Setup.
  2. Enter Survey in the Quick Find box, and select Survey Settings.
  3. Under Surveys, change the toggle to Enabled.

Get On Board with a Permission

Maria needs nothing more than a simple permission to start using Salesforce Feedback Management. She decides to create a permission set and assign it to herself. Later on she can assign the permission set to other users in the org who also create surveys.

  1. Click Setup and select Setup.
  2. Enter Permission Sets in the Quick Find box, and select Permission Sets.
  3. Click New.
  4. Enter these details:
    • Label: Salesforce Feedback Management
    • API Name: Salesforce_Feedback_Management (This field auto-completes.)
    • Description: Allows users to use advanced survey features.
  5. Select Salesforce as the license, and click Save.
  6. In the System section, click System Permissions.
  7. Click Edit.
  8. Enable Salesforce Surveys Advanced Features, and click Save.
    The Salesforce Advanced Features permission enabled in a permission set.
  9. On the confirmation message, click Save.
  10. Click Manage Assignments.
  11. Click Add Assignments.
  12. Maria selects her username.
    For the purpose of this badge, check your username.
  13. Click Assign.
  14. Click Done.

Put the New Capabilities to Action

Maria is all set to get cracking. She plans to create a two-question survey, which will fit perfectly within the chat window. She wants to include merge fields within the survey. Maria is also planning to create a survey data map that creates an Opportunity record if the customer indicates that they’re interested in purchasing another product from Ursa Major Solar. This will really help Maria’s colleagues in the Sales team.

Resources