Each day we will reveal our “tip of the day” regarding the #Winter20 release. Today, let’s talk about Customer Feedback.
What’s new ?
Since the Winter 20′ Salesforce release, you are now able to send a survey to your customer without any process automation tool. Let’s see how!
Enable Salesforce Survey feature (optional)
You can create a survey directly in Salesforce with the Survey feature via Setup>Survey>Survey Settings. Then enable “Surveys”, select the default community for survey invitation and “Survey Owners Can Manage Responses”
Create your survey
Once you have enabled these features you can now create your survey by clicking on the “Survey “ tab in the app launcher. If you do not see the tab, you probably need to update your user profile by displaying the tab in the objet settings.
Then, use the survey builder to make your own survey.
You can look at the results once you click on the “preview” button:
Enable Sending survey
Now your survey is ready you just need to automate its sending when a customer case is closed.
Go to Setup>Support Settings>Customer Feedback> Choose the survey to send to your customer and that’s it!
Send the survey to your customer
Once you close your case, the customer receives the survey in his inbox through a generated message.
Why is this interesting?
Now you do not need anymore aprocess builder, an apex trigger or a flow to do this operation, it is way easier!
Thanks for reading! To continue learning, check out our next article Salesforce new « Migrate To Flow tool » and follow us on Linkedin.
