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Topics#Customer ServiceJessica Perone's Question
Jessica Perone (PartsSource) asked in #Customer Service
Mar 28, 2016, 4:01 PM

How can I integrate Typeform with Salesforce to automatically send out a survey upon a Case being "Solved"?

Our company is currently using Typeform for customer service surveys. We recenlty brought our support into SF from another program and I have been asked to make it so that a survey is sent out when a Case (specifically one record type) is saved as Solved. We are on Enterprise edition and currently use Typeform. I understand so far that a tool called Zapier could assist in setting this up. Another bit I need to verify is that we can send these surveys to an email address I would add to these Cases. These support Cases can be related to an Account, but not always. Also, the customers calling in are NOT in SF as a Contact or other record. I would need to be able to have the survey sent to just the email address on the Case. Due to this, these surveys would have to be linked to the Cases only and reportable if at possible. 

 

Our process would be:

 

Case (record type "Customer Relations" only) marked as Solved

 

Email automatically sent to email address entered on Case (could pull in name field that is a text field?) with link to Typeform survey

 

Once the survey is submitted, log survey results on Case or other custom object related to the Case (reporting would be a great plus as well)

 

Is anyone familiar with using Typeform along with Zapier to send surveys out via Cases in SF? I opened a trial account with Zapier to take a look at the tool, just need a little guidance on how to get these tools connected. 

 

Much thanks!
31 answers
  1. Benjamin Bolopue (Demand Chain)
    Mar 28, 2016, 4:21 PM
    1. In prior post
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    4. Next you'll need to create an HTML Email Template that will be used to send the Survey to its intended recipients. We'll need to use an HTML template in order to use the custom Typeform URLs we created back on your Case Object.

      1. Putting on my Marketing hat for a moment... Your Template needs to have the look and feel of a formal letter that's been written solely for its intended recipient. Using SFDC's Mail Merge functionality, you'll be able to insert Record values as both text and (as we'll do in just a moment) as the URLs of hyperlinked text. This is a good time to think about how personalized you'd like to make these emails, and how you'd like to get the recipient's personalized information into them.
      2. In order to pull the custom URL we built into your email template, you'll need to insert a line of HTML similar to the following:

        1. Please click <a href="{!Case.Case_Closed_Survey_URL__c}">here</a> to send us your feedback.
        2. The html above creates a sentence where the word "here" is actually a hyperlink to the survey URL we created back on step 3.2.2.1
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