I am sending a survey form link through my custom email closure template. However, I don’t want support agents to fill out the form themselves.
Is there a feasible solution for this?
Option 1: Is it possible to capture the respondent’s email address along with the survey response so that I can validate whether the response is coming from an actual customer?
Hi Abhishek! This is a great use case. Salesforce Surveys with Service Cloud offer several approaches to prevent support agents from filling out customer surveys and to capture respondent email addresses.
Approach 1: Use Survey Invitations with Unique Links (Recommended)
When sending surveys through Case closure email templates, use Survey Invitations instead of a generic survey link. Survey Invitations generate a unique, one-time-use link per contact/case.
To set this up:
1. In the email closure template, use the Survey Invitation merge field: {!Case.SurveyInvitationLink} (or the specific merge field configured for your survey).
2. Each invitation link is tied to the contact's email, so the Survey Response automatically captures the respondent's email address via the Invitation record.
3. You can then validate in a Flow or report: check if SurveyInvitation.RespondentEmail matches the Case Contact's email.
Approach 2: Restrict Survey Access by Login
In your Survey settings (Setup > Surveys), you can enable "Require login to take survey." This means only authenticated community/portal users with specific profiles can respond - agents logged into Salesforce would not see it the same way a customer would.
Approach 3: IP/Email Validation via Flow
After survey submission, trigger a Record-Triggered Flow on SurveyResponse creation. In the Flow, compare SurveyResponse.InvitationId.RespondentEmail against the Case.Contact.Email. If they do not match, you can flag the response (e.g., set a custom field like Is_Agent_Response__c = true) and exclude it from your satisfaction metrics.
Approach 4: One Response Per Invitation
Survey Invitations can be configured to allow only one response per invitation link. This prevents the same link from being used multiple times and ensures each response is unique to its recipient.
Regarding capturing the respondent email: Yes, Salesforce automatically captures the email if you use Survey Invitations. The SurveyResponse object has an InvitationId field that links back to the SurveyInvitation, which contains the RespondentEmail and ParticipantEmail fields.
Mani G
Principal/Founder
https://Keneland.com
