Salesforce Surveys was released in Spring ’18 and, since then, has been further enhanced with more features. Still, resources on how to set up and work with surveys are still quite scarce.
In this blog post we will walk you through the setup process for Salesforce Surveys and call out some of the gotchas so you can start making use of this super handy feature.
What are Salesforce Surveys?
Salesforce Surveys enable organizations to create engaging surveys to collect feedback and information from users or customers.
Organizations can select different types of questions to gather relevant data for their use case. After each question, administrators can customise the type of responses that can be collected. Data collected by the surveys are stored in Salesforce and this data can be used to measure your internal KPI’s and gain insights using reports or dashboards.
Let’s now take a look at how we’d approach setting up Salesforce Surveys in our Salesforce instance.
How to enable Salesforce Surveys
The first step is to enable surveys from the setup menu.
- Select Setup
- Enter Survey in the Quick Find search
- Select Survey
- Select Survey Settings
- Select Enable Surveys
- Two sample surveys are added to your Salesforce instance when Surveys are enabled
- To send surveys to your customers, a default community is needed to send out public survey invitations
Setting up permissions to create or send Surveys
To be able to create or send a survey, users need to be assigned one of the following four standard profiles:
- Standard user
- System administrator
- Contract manager
- Marketing user
- The assigned profile must have the View Setup and Configuration permission enabled
- Create, Read, Edit and Delete permissions are needed on the Asset object to be able to insert images in survey pages
For users with custom profiles that need to be able to create and send surveys, the following object permissions are required:
For users within the company to be able to respond to surveys they would need the following permissions:
For guest users to be able to respond to surveys they would need the following permissions on Guest User Profile of the default community:
Survey Sharing Settings
Surveys may contain sensitive information which the survey participant may only need to share with the survey owner. In these cases, administrators can configure the survey sharing settings to ensure the creator can see all the responses, but the participant cannot.
- Select Setup
- Enter Sharing in the Quick Find search
- Select Sharing Settings
- Select Edit
- Select Private from the dropdown list for Survey
- Select Private from the dropdown list for Survey Invitation
- Select Save
Survey Sharing Settings
Creating your Survey
Now we are ready to build our first survey 🙌
- Select App Launcher
- Search for Surveys
- Select the New button
- Select Name in the top left corner
- Enter the Survey name
- Select the Branding tab
- Enable Auto-Progress
- Upload an image for the background
- Optionally change the following in this section
- Content card opacity: 0.7
- Question/Answer colours
- Start, Next and Finish button colour choices
- Select the Pages tab
- Add information to the following pages
- Welcome Page
- Thank You Page
- Select the Save button
Now we are ready to add the main content of the survey – the questions!
- Select Add Page
- Select Add Question
- Select Rating
- Add question text
- Select Cog and Required (optional)
Repeat steps 1-4 until you have added all questions you need. Final Survey pages will look something like this:
Administrators can personalize the participants’ experience by either adding page branching or question logic.
For example in our survey, if the participant scores a 5 for the first then we would like to skip to the 3rd page of the survey.
We can do this by following these steps:
- Select Page Branching
- Enter the following conditions for the branching logic
- Go to a Page: Based on conditions
- Select Page: Consultancy Feedback
- Select condition: All conditions are met
- Select Questions: How successful was the overall project?
- Select Operator: equals Response: 5
- Select Create Rule
- Select Save Logic
Rules can be added for question logic also. A good example use case would be when a participant selects a score below a certain value, then you might want display a text prompting them for the reason behind the low score. Display logic can be found on the questions on a survey page.
Now that we have added our branching logic we can activate our survey!
Activating your survey
We have completed the build of our survey and have finished adding questions and page branching logic. Before we can send out the survey, though, we must first activate it.
The survey can be activated by selecting the Activate button followed by the Got It button.
We have now successfully activated our survey! Now to send it to our participants!
Sending your survey
To be able to send out the survey we must go to the Send tab of the survey.
For this scenario, I’ll be sending the participant an email.
Complete the following steps:
- Select Send Email
- Select Content from dropdown
- Select Next button
- Add a recipient address
- Select Next button
- Select Send button
We now have sent out a survey to a customer to be completed.
Analyzing Survey Responses
To analyze your Survey Responses you have to go to the Analyze tab. Here you can see responses for all the completed surveys. Survey responses can be exported if needed.
In summary, Salesforce Surveys have come a long way since its inception, but now we have a well-rounded feature that should be explored and used for business cases.
We have implemented surveys to be automatically sent to customers upon the closure of cases using automation, a great way to capture customer service feedback. If you need help with implementing surveys or thinking of potential use cases feel free to reach out to us at Candybox CRM and have an open discussion.