#Salesforce Surveys15 discussing

Hi Bob, I'm not sure if you were able to generate the report as needed. From what I see, transpose functionality isn't easily available in Salesforce reports, and even advanced tools like Tableau have some limitations in this area. https://help.salesforce.com/s/articleView?id=001472187&type=1

It might be best to export the data and use Excel to achieve the desired format. Alternatively, you could create a custom object and implement batch logic to create new records as needed.

Hello @Damien Scully

To successfully implement end-of-chat surveys with MIAW, follow these best practices:

Implementation Methods-->

Use Salesforce Feedback Management for native, in-chat survey experiences.

Utilize Flow to trigger survey links automatically when a Messaging Session ends.

Leverage AppExchange tools (e.g., SurveyVista) for advanced logic and custom styling.

Survey Best Practices

Keep surveys short (1–3 questions) to respect the user's time.

Pass the Case ID or Messaging Session ID via URL parameters to map responses to the correct record.

Trigger the survey with a slight delay after the session ends to avoid interrupting the user.

Ensure the survey settings allow for public access if the customer is not logged in.

Key Considerations-->

Prevent survey fatigue by coordinating with other feedback channels.

Confirm your website allows iframes if you are hosting surveys externally.

Test the "offline" experience to capture feedback when no agents are available.

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 

What process are you using to capture the survey invitation id. The current flow runs when an opportunity is run and then sends the survey invitation. Are you using an update opportunity? 

This is a common access control challenge with Salesforce Surveys. Unfortunately, Survey Response records don't support standard Salesforce sharing rules or role hierarchy the same way Cases do. Here's your best path without Apex:

Option 1: Use Sharing Settings with Manual Criteria-Based Sharing (Recommended)

1. Go to Setup and set the Survey Response object's Organization-Wide Default (OWD) to Private

. 

2. Create

field on the Survey Response record. For example, create a sharing rule: "Share Survey Responses where Region = US with US Managers role." 

3. For the direct ownership rule: Agent-owned responses are only visible to the agent by default (with OWD = Private), which satisfies your Agents rule naturally.

Option 2: Use a Custom Region field + Territory Management

If you have Territory Management enabled, you can structure access by territory (region). Survey Response sharing can be tied to territory rules.

Key Limitation: Sharing Rules on Surveys do support criteria-based sharing (based on field values), so the Region-based approach should work without Apex. However, role hierarchy rollup only works if you enable "Grant Access Using Hierarchies" on the Survey Response sharing settings — this would allow Managers to see their team's records automatically.

Steps to enable:

1. Setup [right arrow] Sharing Settings [right arrow] Survey Response [right arrow] set OWD to Private, and enable "Grant Access Using Hierarchies". 

2. Create criteria-based sharing rules per region for Manager and Director roles.