Surveys FAQs

About Feedback Management

What is Salesforce Feedback Management?

Salesforce Feedback Management is an enterprise-grade solution that helps organizations build their Voice of the Customer programs. This add-on product helps customers seamlessly integrate their feedback data with their Salesforce data. It enables personalized follow-ups, helps businesses map customer and employee journeys, and provides deep insights with Einstein GPT, thus facilitating data-driven strategic decisions.

What is Salesforce Surveys?

Salesforce Surveys is a connected, easy-to-use survey tool built natively on the Salesforce Platform. With Salesforce Surveys, you can quickly build, design, and send meaningful surveys to collect actionable insights and feedback. Survey creators can build and brand their own surveys, send them to customers, or embed them in apps or community pages. Respondents can take a survey on their desktop or mobile devices. The tool stores results in your org, so you can harness the power of Salesforce to view data, create reports and dashboards, and share insights with your company.

What are the Feedback Management product requirements?

To use Feedback Management, users need Lightning Flow and Communities with a guest user. All Developer Edition (DE), Enterprise Edition (EE), and Unlimited Edition (UE) licenses include Lightning Flow and Communities with a guest, and meet the requirements. You need a Community License to provide a URL to host the external (unauthenticated) user survey. If you want to send surveys to Salesforce users (like sales cloud/service cloud users) you don’t need community licenses.

Licenses and Prerequisites

What is included in the Salesforce Survey and Feedback Management licenses?

For the most up-to-date capabilities for each Feedback Management License, check out this help page.

How many surveys can a Salesforce Feedback Management user create and send?

There’s no limit on the number of surveys users can create or distribute, as long as they have the required permissions to do so.

Can users use Lightning External Apps (LEA) as the communities license type to host and authenticate external users?

Yes, if the underlying license type is for communities and the user has a community/Salesforce login.

How many community licenses does a user need to authenticate a survey? Do they have to activate a generic community or perform any specific setup?

A user needs only one community to host and send an unlimited number of surveys. If they have an Enterprise, Performance, or Unlimited license, they can create up to 100 communities without buying communities licenses.

Does the survey taker need a community license?

No, the survey taker doesn’t need a community license. If a CEO is a contact record in another company's Sales Cloud and that company wants the CEO to take a survey linked to their contact record, the CEO doesn't require a license.

Survey Invitations and Responses

What constitutes a survey response?

A response is a completed survey. Incomplete surveys don’t count toward the included responses or response packs.

Can a user send a survey as part of the email not as a link?

Yes, users can embed surveys in an email. They can embed either the link to the full survey, or a single question in emails. Respondents can take the survey directly from their inbox.

Can a user manually create a survey response from a Contact record?

Users can generate a survey invitation for a specific contact and associate the responses to that contact.

Can users other than the survey creator manually send a survey invitation?

Surveys exist within the entire org, so anyone with a login to the org can send survey invitations.

Can users print a survey from Salesforce Classic?

Salesforce Classic UI doesn’t support the Printable View option.

Where can I see survey responses?

You can view the status and responses related to your survey via the specific survey invitation link. You can check participant engagement and completion, and view the responses directly from the Survey Invitations related list. You can use these features to get survey data without the need for complex reports or API access.

On the survey record page, click Related to see the invitations for the survey.

To see the status of the survey, click the name of the survey invitation. The response status is listed on the Details page. To see a participant’s responses to a survey, click the dropdown menu next to the invitation, and select View Responses.

What browsers and devices does Salesforce Feedback Management support?

Salesforce Feedback Management is available on all supported browsers and devices for Lightning Experience.

Survey Builder

What survey objects does Salesforce Classic support?

Salesforce Classic UI supports the following survey objects.

• Survey Subject
• Survey Email Branding
• Survey Engagement Context Param
• Survey Version Additional Information

How can participants pause a survey and finish it later without losing their progress?

When creating a survey, ensure that participants authenticate themselves before they can take the survey. Pausing surveys is supported only for surveys that require authentication.

Do I need a welcome and a thank you page in a survey?

Include a welcome page to add disclosures, instructions, or clarifications of your survey's purpose. To hide the welcome page, click the eye icon in the Pages section.

Thank you pages are required.

What are the different question types?

Choose from 10 different types:

Question Type	Description
Attachment The Attachment question type is available only with the Feedback Management - Starter and Feedback Management - Growth licenses.	Participants share details as attachments to survey responses.
Date	Participants select a date from a calendar.
Like or Dislike	Participants select whether they like something or not.
Long Text	Participants enter a free-form text answer.
Matrix The Matrix question type is available only with the Feedback Management - Starter and Feedback Management - Growth licenses.	Participants select answers from the same set of choices for multiple questions. Survey creators can add single-selection or multiple-selection subquestions for a matrix question.
Multiple Selection	Participants select multiple answers from a list of choices.
Net Promoter Score® (NPS®)	Participants score to express how willing they’re to recommend a product or a service. To remove color-coding of the response, turn off Color Code Responses.
Picklist	Participants select an answer from a predefined list of options. Salesforce stores picklist options as strings.
Ranking	Participants rank among two or more items.
Rating	Participants select a rating from a scale. Rating icons include star, heart, static emoji, thumbs up, and dynamic emoji.
Score	Participants select a satisfaction score from a list of numbers.
Short Text	Participants enter a text answer of up to 200 characters.
Single Selection	Participants select only one answer from a list of choices.
Slider	Participants select a value on a sliding scale.

Can I make a question mandatory?

Yes, to make a question mandatory, click the gear on the top right-hand corner and click Required.

Can a survey contain attachments?

No, a survey cannot contain attachments.

How can I preview my survey?

To preview a survey before activating it, click the Preview button on the survey builder.

Can I make changes to an active survey?

You can’t make changes to an active survey. However, you can create a new version of an active survey and make edits to that version.

How many versions can I create for a survey?

There’s no restriction on the number of versions. You can reuse surveys and update them with additional questions.