Salesforce Survey Considerations

Survey considerations and limitations:

• Standard survey functionality does not allow automatically associating a survey invitation to records other than user contact, person account, lead records and cases if Customer Feedback Survey is selected in Customize Support Settings.

• Adding the "Send Survey" action to page layouts is only supported or visible on records in orgs that have Feedback Management enabled. See the article, Send Survey action is added to page layouts but not visible for more details.

• In Survey Builder selecting Send to Individuals and manually typing in an email address without selecting a related matching record will result in an error message, "We Hit a snag." This is expected behavior because all recipients must be of only one of the following types: Lead, Contact, or User.

• It's not possible to include merge field's for objects other than User, Contact, Lead, or Person Accounts or Survey Question fields in survey invitation email templates. Including merge fields for other objects in a survey invitation email may cause the survey invitation to not be sent or result in emails not including expected data.

• Do not modify the default survey templates provided in Salesforce (Embed_a_Survey_Link or Embed_a_Survey_Question) or change their "Related Entity Type" to an object other than Survey Question. If you have modified the default templates, you may encounter errors when attempting to Email Survey Invitations to Individuals via Survey Builder.

• It's recommended to place the default survey templates in a folder that provides appropriate access for users sending survey invitations such as the "Public Email Templates" folder. See Considerations for Email Template Folders and Sharing for more details.

• Only Survey Invitation and Survey Subject objects are available in Setup Object Manager. It's not possible to customize other Survey related objects. See Add custom fields to Survey related Objects for more details.

• You can’t send survey invitation emails from contact, person account, or lead records with queue members as the owners.

• The core action to send survey invitations with Flows does not allow email template selection. The Flow builder integration automatically uses the email template selected when you Define Default Settings in Survey Builder. Consider promoting the Idea: Surveys - Use of Custom Email Templates / Email Alerts in Send Survey Action for the Product Team's consideration.

• If the User who created the survey is made inactive, the survey will no longer function properly. Change the Survey owner to an active user by accessing the Survey object and record from within Salesforce Classic or re-create the survey.

• When creating a Survey Link via the "Participants Outside Your Company" and "Don't require authentication" options, survey responses are created in the context of your Experience Site's Guest User and associated to the same Survey Invitation record. Unless your recipients are experience site users and authenticate or log in, these responses are not associated to any records in Salesforce and are considered anonymous. This is a good method to gather general statistics to aggregate for review.

Note:  With Health Cloud, you have unlimited survey responses.