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
Along with checking to see if the case is closed, this workflow rule also checks the following.
Below are a few sample Workflow Rules you can consider:
Case Closure Survey
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
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.
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.
