Come usare
- Copia il comando e controlla il pacchetto prima di installarlo nel tuo ambiente agente.
- Controlla strumenti, credenziali e ambienti richiesti nel documento originale.
- Descrivi input e risultato desiderato; confronta l’output con le fonti.
npx skills add https://github.com/sshvarzman-salesforce/claude-skills --skill sf-service-surveysPrima di iniziare
- L’installazione non include abbonamenti, quote API o accesso ai file.
- Stelle e installazioni indicano attività, non un test indipendente di qualità o sicurezza.
Documento Skill originale
Contenuto dal repository con titoli, esempi, codice, tabelle, link e immagini preservati.
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- Publish before wiring APIs — unpublished surveys cannot be invited.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.
