sf-service-surveys

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

1. 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.

1. Design the survey shell in Setup

• Survey Builder authors pages, questions, branching, and thank-you.
• Publish before wiring APIs — unpublished surveys cannot be invited.

1. Generate invitations via API

• POST SurveyInvitation records with correct participant, survey version, and invitation type.
• Store invitation URLs for downstream email/SMS/chat delivery.

1. Capture responses

• SurveyResponse + SurveyQuestionResponse records land as invitees complete pages.
• Poll or subscribe for response completion when reporting depends on it.

1. 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.md for exact REST endpoints and object mappings.