Sending Surveys When a Case Closes
Recently a new Support Setting option appeared, Customer Feedback Survey. In this option, you can specify what active Survey is sent to the Case Contact when the case is closed.
And, the email template that is used to send the message - which I cannot find to edit anywhere - includes the Case number and the Case Contact's first name.
There is also an option to send all case-related emails with an org-wide email address.
This is a lot easier than building and maintaining something with Process Builder. Just specify the active survey and you are done.
There are four ways to "write back."
1. Easiest - No Code - When you add the Survey Invitations and Responses related list to the Case page, there is a built-in action - Display Responses. Click on it, and you can see all of the responses for that invitation on that case.
2. Pilot - In the Spring 20 Release, there was a pilot release (contact your AE) for a Lightning Component that can be added to any object that has a related Survey Invitation. The component shows the "score" - single value for the survey related to the record plus the average score for the the same survey across all responses.
3. Summer 20 Release - Available in July - Requires a Customer Lifecycle Designer license. This is an org-wide licensing with pricing still being determined. It will include at least one Customer Lifecycle Analytics license which now costs $150/user/month. So the designer license will be more. But with the license you can map survey responses to fields on other objects. The feature is described here -
https://releasenotes.docs.salesforce.com/en-us/summer20/release-notes/rn_general_survey_data_map.htm4. Write your own code. All of the Survey objects are standard (well, almost standard) Salesforce objects. You can access any field to extract information that you want to aggregate and then post onto another salesforce object.
