We leverage #Service Cloud for case management and we have a team who uses a spreadsheet to evaluate the quality of closed cases, such as "did the support rep use proper protocol when initially responding to a customer". They want to start using Salesforce to complete those forms. I am sure it's very common in other service organizations to track the quality of closed cases. How do other organizations do this? Salesforce Surveys? FormAssembly? Custom objects?
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My organization was already using the Qualtrics Survey platform so we integrated that platform to automatically send a survey when a case is closed, provided that the contact on that case has not already received a survey within the past 90 days. So far, we've been very happy with the results.
