Emailing the Survey

Emailing the Survey

Automate your survey email process by building local automation (such as Workflow, Process Builder, or Apex Trigger) in your Salesforce Org. For example, a Workflow Rule can be constructed to send a survey to the Case Contact upon the closure of a Case.

Below are a few sample Workflow Rules you can consider:

Case Closure Survey

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Along with checking to see if the case is closed, this workflow rule also checks the following.
  • Has a survey already been sent?
  • Has the Contact been surveyed before?
  • If the Contact has been surveyed before, were surveyed in the last 7 Days?
  • Is the Owner of the Case a User (and not a Queue)?
  • Is Today the Closed Date?

Specific Rule Criteria: 

AND((IsClosed == True), ISNULL( simplesurvey__Survey_Sent__c ), OR( ISBLANK(Contact.simplesurvey__Survey_Last_Requested_On__c) ,(TODAY() - DATEVALUE(Contact.simplesurvey__Survey_Last_Requested_On__c)) > 7), BEGINS( OwnerId , '005'), DATEVALUE(ClosedDate) = TODAY())


The following actions occur when this workflow fires:
  • Survey Email is sent to Case Contact.
  • Survey Sent field on Case is populated. Along with noting on the case that a survey has been sent, this allows Simple Survey to leverage the Avoid Survey Fatigue setting.



Even Numbered Close Case Survey

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Along with checking to see if the case is closed, this workflow rule also checks the following.
  • Can the Case Number be divided by 2 with no remainder?
  • Has a survey already been sent?
  • Is the Owner of the Case a User (and not a Queue)?
  • Is Today the Closed Date?

Specific Rule Criteria:

AND((MOD( VALUE(CaseNumber), 2) == 0), (IsClosed == True), ISNULL( simplesurvey__Survey_Sent__c ), BEGINS( OwnerId , '005'), DATEVALUE(ClosedDate) = TODAY())


The following actions occur when this workflow fires:
  • Survey Email is sent to Case Contact.
  • Survey Sent field on Case is populated.

Both of the above-mentioned rules have been designed to utilize the following Email Alert.

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This Email Alert has been designed to send a specific survey template to the Case Contact's email address.

You can configure the From address of the survey email by selecting an Org-Wide Address for the From email address.
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