Survey Basics

Prepare for Your First Survey

• You Can’t Read Minds
  • Research shows customers give more honest feedback online than in person
  • Surveys can be used to determine if customer satisfaction is increasing or decreasing - a single survey isn’t enough
    • Necessary to poll customers over time
    • By comparing results over time, you can determine trajectory of customer satisfaction over time
  • Salesforce Surveys is a simple way to create beautiful, easy-to-use surveys
• Requirements to Create and Send Surveys
  • An unlimited number of surveys can be created and sent out using Salesforce Surveys in Developer, Enterprise, and Unlimited editions
  • Just need to:
    1. Enable the Surveys component
    2. Assign one of the standard profiles that allows users to create and send surveys to the user who will administer them
• Enable Surveys
  • For internal users (employees), just need to enable Salesforce Surveys
  • For external users (customers), need an Experience Cloud site that allows public access
  • To enable Surveys:
    • Setup > Quick Find > “Survey” > Survey Settings > Enable Surveys
  • Once enabled, two out-of-the-box surveys are added to your org:
    • Customer Satisfaction
    • Net Promoter Score
• Select Profile
  • Users that will create and send surveys need to have specific profiles assigned: System Administrator or Marketing User
  • Custom profiles can also create and send surveys, see this help link:
    • User Permission: View Setup and Configuration
    • Object Access: Surveys, Survey Invitations, Survey Responses, Survey Subjects - Read, Create, Edit, and Delete access
• Configure Survey Invitation Sharing
  • In general, Survey Creators should be able to see all the responses but not the participants, since surveys can contain sensitive customer info
  • To configure this access:
    • Setup > Quick Find > Sharing > Sharing Settings > Edit
    • Survey object: ensure Private for Default Internal Access, Private for Default External Access
    • Survey Invitation object: ensure Private for Default Internal Access and Default External Access

Build Your Survey and Select Default Settings

• Build Your Survey
  • Once enabled, Surveys show up in the App Launcher
  • See the “Build Your Survey and Select Default Settings” page in the Survey Basics Trailhead module for an example of how a Survey can be set up
• To launch the Survey Builder:
  • App Launcher > Quick Find > “Surveys” > Surveys
  • Two basic parts to the Survey Builder:
    • Pages - actual questions and substance of the form
    • Branding - background, colors, general configuration
  • Pages can have multiple questions, and can reference responses to previous questions using merge fields
  • The following question types are available:

• Survey Default Settings:
  • Click the ellipsis on the Survey Builder and select Default Settings
    • Email Settings - can embed a survey link or survey question in emails sent to customers
      • Can use email templates to include company branding
      • Can use Email Sender Address to send invitations from company’s organization-wide address
    • Language Settings - select the language used to create the survey
    • Invitation Settings - by default, only the survey owner has access to survey invitation records.
      • Possible to open up access by checking the box “Owner of records associated with the invitation” - this means that if the survey relates to a Case, the Case Owner will also be able to view the Survey response

Add Logic to Your Survey

• “Page Branching” and “Question Display” logic can be used to provide a personalized experience to participants. As examples:
  • If one question is rated 3 stars or less, another follow-up question can be shown
  • If certain participants had a great experience, certain pages or questions can be skipped
    • Depending on how its set up, branching logic either allows participants to move to a specific page every time or move to a specific page based on logic
  • Note that for “Page Logic” you have to “Create Rule” before saving in order for the rule to work

Send Out and Track Your Survey

• Send Your Survey
  • Can send out via a survey invitation link, for example posted on social media channels
  • Can send out via email
  • Can anonymize responses, which means sending the survey without revealing names or other identifying info
  • Can view survey responses if the survey is internal, but not external (customers, community users, etc)
  • Can authenticate participants, in which case participants outside her company must log in with Experience Cloud to take the survey. Otherwise, they can take the survey without logging in.
• Generate Survey Invitation Link
  • Click “Send” at the top of the Survey Builder
  • Two options: Get Invitation or Send Email
    • Get Invitation entails copying and pasting a link or downloading a QR code
    • Email can mean sending the link to a particular survey question or to launch a survey
      • Can send to individuals or list of contacts/leads/members of a campaign
• Send Survey Invitation by Email
  • Can send with an auto-expiration date, to individuals or groups, or anonymized
• View Results
  • To view a small number of responses, you can click “Analyze” on an individual survey
  • To view more responses, Survey Results can be viewed in Salesforce Reports and Dashboards
    • May be necessary to create a custom Report Type
      • Primary Object: Survey Questions
      • Other related Object: Survey Question Responses