Salesforce Feedback Management

Understand customer feedback as it evolves over time by engaging customers and users with relevant, personalized surveys. Incorporate survey data into your feedback management process and gain actionable insights at every stage of the customer lifecycle.

Create engaging, personalized surveys with an easy-to-use, flexible editor. Use different types of questions to gather the data that best suits your needs, and specify the responses that participants can select.

Survey responses are mapped to customer records in your org. Use Salesforce to export survey data, create reports and dashboards, and share insights with your company.

• Get Started with Salesforce Feedback Management
  Salesforce Feedback Management gives you insights into what your customers and users think and enables you to refine your customer feedback strategy. Understand customer feedback as it evolves and engage customers and users with relevant, personalized surveys. Explore a trial org and then learn about what’s included, what setup we recommend, and how to get ready for your implementation.
• Feedback Management Licenses
  Understand the capabilities provided in the three Salesforce Feedback Management licenses so that you get the right license for your business requirements.
• Feedback Management Implementation Guide
  The implementation guide outlines the steps to set up and use Feedback Management for Service Cloud.
• Set Up Salesforce Feedback Management
  Enable Salesforce Feedback Management in your org and configure it based on your requirements. Give users permission to create and share surveys, to view survey records, and respond to surveys. Add related lists and Lightning components that help track surveys, survey invitations, and survey responses. Analyze survey responses with custom report types.
• Create and Customize Surveys
  Use a wide range of question types to engage participants. Create, copy, and manage surveys across versions. Personalize survey pages and survey questions to increase participant engagement. Allow participants to view survey pages and questions based on their previous responses. Customize the look and feel of your surveys to fit your company's brand. Design surveys to personalize your participants’ experience. Gather feedback from a global audience by translating surveys.
• Distribute Surveys
  Generate different types of survey invitations and distribute them in a way that best suits your participants' needs. You can generate individual invitations, send invitations by email, or automate the distribution process.
• Generative AI Surveys
  Use generative AI to quickly create and translate surveys tailored for diverse needs. Specify key survey parameters, review the auto-generated questions, and add approved questions in the survey builder. Use generative AI for accurate translation of entire surveys or specific parts, enabling feedback collection from a global audience.
• Share and Relate Survey Records
  Enable users to view their survey invitations and responses by sharing those records. Check the users who have access to survey records. Relate Salesforce records to survey invitation records.
• Scheduled Reminders
  Create automated email reminders to keep users updated about important occasions. Send recurring or one-time reminders to keep recipients informed and ready for upcoming or completed actions.
• Track Satisfaction Across a Customer's Lifecycle
  Understand how participants feel about your company, product, or service throughout their customer journey by tracking satisfaction metrics with Customer Lifecycle Maps.
• Analyze Survey Responses
  Gain insights into responses by using the Analyze tab in the Survey Builder to view and export response data.
• Analyze Survey Responses to Get Sentiment Insights
  Analyze the sentiment of your customers and get actionable insights to improve it. Sentiment Insights uses the Amazon Comprehend BatchDetectSentiment API with your AWS account to get insights about your customers’ sentiment based on their feedback.
• Analyze Survey Responses by Using Natural Language Processing (NLP) Services
  Analyze the text-based survey responses efficiently based on entities and keyphrases by using Natural Language Processing (NLP) Services. AWS integration offers flexibility in selecting the services like keyphrase and entity extraction. Access results easily in the Natural Language Processing Insights card, which you can drag to any lightning page.
• Deploy and Use Customer Lifecycle Analytics
  Customer Lifecycle Analytics lets you surface survey response metrics anywhere in Salesforce and get instant insight into your customer right from where you work.
• Surveys FAQs
  Get answers to common questions about Salesforce Feedback Management.
• Surveys Resources
  Check out these resources to learn more about how to best use Salesforce Feedback Management.