Verwendung
- Installationsbefehl kopieren und das Quellpaket vor der Installation in der eigenen Agentenumgebung prüfen.
- Benötigte Werkzeuge, Zugangsdaten und Hosts im Original prüfen.
- Eingabe und gewünschtes Ergebnis beschreiben und die Ausgabe mit den Quellen abgleichen.
npx skills add https://github.com/sshvarzman-salesforce/claude-skills --skill sf-service-surveysVor dem Start
- Die Installation umfasst weder Modellabo noch API-Kontingent oder Dateizugriffsrechte.
- Sterne und Installationen zeigen Aktivität, keine unabhängige Qualitäts- oder Sicherheitsprüfung.
Originales Skill-Dokument
Aus dem Quell-Repository gerendert; Überschriften, Beispiele, Code, Tabellen, Links und Bilder bleiben erhalten.
Service Cloud Surveys (Feedback Management)
Use This Skill When
- Wiring post-case, post-chat, or post-call surveys triggered from Service Cloud journeys.
- Distinguishing authenticated (community/portal user) versus unauthenticated (email/link, guest) invitation paths.
- Persisting survey answers back onto Case, Contact, or Account for reporting and closed-loop follow-up.
- Deciding between UI-driven Survey Builder configuration and API-driven invitation generation for automation.
Core Workflow
- Pick the participant model
- Authenticated participants: use community/portal identity — invitations tied to a User.
- Unauthenticated participants: use email/link — invitations tied to a Contact or Lead only.
- Design the survey shell in Setup
- Survey Builder authors pages, questions, branching, and thank-you.
- Publish before wiring APIs — unpublished surveys cannot be invited.
- Generate invitations via API
- POST
SurveyInvitationrecords with correct participant, survey version, and invitation type. - Store invitation URLs for downstream email/SMS/chat delivery.
- Capture responses
SurveyResponse+SurveyQuestionResponserecords land as invitees complete pages.- Poll or subscribe for response completion when reporting depends on it.
- Close the loop
- Map responses to Case/Contact fields via Flow or Apex trigger on
SurveyResponse. - Route low-score responses to a review queue or reopen case flow.
Deliverables
- Participant-model decision (auth vs unauth) with rationale.
- Invitation generation runbook (API payloads, delivery channel).
- Response-to-record mapping (which fields update on Case/Contact/Account).
- Reporting model — dashboards for CSAT, NPS, response rate by channel.
References
- See
references/api-cli.mdfor exact REST endpoints and object mappings.
