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Topics#CollaborationKim Roberts の質問
Kim Roberts (PrismHR) が「#Collaboration」で質問
2018年6月7日 20:50

Qualtrics survey responses and mapping to true case owner - how can I do this?

We are using Qualtrics for simple CSAT surveys.  We have the response mapping working, in that it is sending the answers to the questions back to the case.  However, because I am the one that linked the survey in Q to our SF instance, I have become the "Created By/Owner" of all survey responses.  Therefore, our support reps cannot see the survey responses to their cases since I am technically the "Owner" of the survey response record.  The only way around that is to open up security, but then they can see responses on any case, not just the ones they own, which we did not want.  

 

The other issue is that when trying to create some flows where if the survey response is negative it sends an email to the owner's manager.  I cannot send it to the case owner's manager, because it is only looking at the survey response owner and that is me.

 

Anyone have ideas about how I can convert the owner of the survey response to be the actual case owner?  Or some other method to get around this?  Q had no ideas, said there was nothing they could do on their side.
1 件の回答
  1. Ed Ruzol
    2018年7月12日 16:50
    Hi Kim,

     

    If the survey responses are related to the case record via lookup relationship, you may use Process Builder to update the owner of the survey response based on the owner of the parent case record. This can be triggered upon creation of the survey response. As for the negative survey response, you may add this action on the same process on another criteria node to send an email alert after the owner has been updated.

     

    I hope this helps!
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