Considerations for Sending Email Invitations to Gather Feedback on Support Cases

Review these considerations and follow these best practices when you send survey invitation emails to customers to get feedback on their support experience.

Keep in mind these considerations when you send survey email invitations to gather feedback on cases.

• In Surveys Setup, make sure that you've selected a default Experience Cloud site for public survey invitations.
• You can generate survey invitations only for cases with a related contact. The contact receives the invitation.
• With the survey open in Survey Builder, go to Default Settings to specify the content of the email invitation. If you don't define the survey's email settings, the content of the invitation depends on the types of questions in the survey.
  • If the survey contains one Net Promoter Score (NPS), one rating, and one score question, the email invitation includes all of the questions.
  • If the survey contains multiple Net Promoter Score (NPS), rating, and score questions, the email invitation includes one question of each type.
  • If the survey doesn't contain a Net Promoter Score (NPS), rating, or score question, the invitation includes a link to the survey.
• Each invitation is unique. When a participant responds, their contact name is included in the response record.
• Each invitation is related to the case record and to the case owner record.
• Cases can't be closed when the associated survey’s owner is inactive.
• A survey invitation record can’t be created for a case when the associated survey’s owner is inactive.
• Invitations expire in 90 days.