Loading
Salesforce now sends email only from verified domains. Read More
Service
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Set Up a Customer Feedback Survey

            You are here:

            1. Salesforce Help
            2. Docs
            3. Agentforce Service

            Set Up a Customer Feedback Survey

            Find out what your customers think about their experiences with customer support. Automatically email a survey to the case contact when a case is closed or when case auto-response rules are met.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up cases for Lightning Experience:

            Manage Cases

            AND

            Customize Application

            When you enable surveys, two sample surveys are created:

            • Net Promoter Score
            • Customer Satisfaction

            You can use these sample surveys to test the feature. You can also create surveys that are customized for your organization.

            1. Enable surveys:
              1. From Setup, enter Survey Settings in the Quick Find box, then select Survey Settings.
              2. Enable surveys.
              3. Select the default Experience Cloud site for creating public surveys.
                The site is used to generate survey invitations for participants outside of your org.
              Note
              Note If there's no default Experience Cloud site selected, survey emails aren’t sent to the case contact when a case is closed. The admin and survey owner are notified about the failure to send the survey email. To avoid receiving these emails, select a default Experience Cloud site for surveys.
            2. To send a survey to the case contact when a case is closed, specify the survey in the Support Settings page:
              1. From Setup, enter Support Settings in the Quick Find box, then select Support Settings.
              2. Click Edit.
              3. In Customer Feedback Survey, select an active survey.
              4. Click Save.
            3. To send a survey to the case contact when case auto-response rules are met:
              1. From Setup, enter Case Auto-Response Rules in the Quick Find box, then select Case Auto-Response Rules.
              2. Click the name of the rule that contains the rule entry for which you want to send a survey.
              3. Edit the rule entry.
              4. In Step 5: Select a survey to send, specify the survey that you want to use.
              5. Click Save.
              Note
              Note Email invitations for case contacts who opt out of receiving emails aren’t generated.
              If there’s no default Experience Cloud site selected, the admin, internal users, and survey owners receive reminder emails on case closure. To avoid receiving these emails, select a default Experience Cloud site for surveys. To select an Experience Cloud site:

            Only Lightning users can send surveys to contacts when a case is closed or when auto-response rules are met.

            Note
            Note To send survey emails, verify the sender email domain. If you don't verify the domain, the emails aren't sent.
             
            Loading
            Salesforce Help | Article