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Feature degradation | Gmail Email delivery failureRead More

Surveys are enabled, but they are not being sent via Case Support Settings

Publish Date: Oct 13, 2022
Description
Surveys are enabled in the Organization, all proper permissions are assigned, and the Settings in Case Support Settings for "Customer Feedback Survey" are checked, but emails containing the Survey link are NOT being sent to the Contact on the Support Case.
Resolution
In order to use the Case Support Settings for Surveys, there must be a default value for Communities via the Survey settings, which can be accessed by going to:

Classic: Setup | Customize | Survey | Survey Settings | Select the Default Community for creating Public Survey Invitations

Lightning: Wrench Icon in the top right of your screen | Setup | Search for Survey | Survey Settings | Select the Default Community for creating Public Survey Invitations

Note:

Even if Users can see the Survey invitation in the case page layout, there is a limitation to getting the list of Cases related to the Survey in Reports, as the "Related Object Record" Field is not yet available. 


NOTE: If an Organization does not use Communities, this feature cannot be utilized.
Knowledge Article Number

000381319

 
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Salesforce Help | Article