Mode d’emploi
- Copiez la commande et examinez le paquet avant de l’installer dans votre environnement agent.
- Consultez le document original pour les outils, identifiants et environnements requis.
- Décrivez les entrées et le livrable souhaité ; comparez la sortie aux sources.
npx skills add https://github.com/sshvarzman-salesforce/claude-skills --skill sf-service-surveysAvant de commencer
- L’installation n’inclut ni abonnement au modèle, ni quota API, ni accès aux fichiers.
- Étoiles et installations reflètent l’activité, pas un test indépendant de qualité ou de sécurité.
Document Skill original
Rendu depuis le dépôt source en conservant titres, exemples, code, tableaux, liens et images.
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- Publish before wiring APIs — unpublished surveys cannot be invited.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.
