使用方法
- 复制安装命令，在自己的智能体环境安装前先检查源码包。
- 从原始文档核对所需工具、凭据和支持的宿主。
- 说明输入材料与期望交付物，并对照来源检查输出。
npx skills add https://github.com/sshvarzman-salesforce/claude-skills --skill sf-service-surveys开始前需了解
- 安装不包含模型订阅、API 额度或访问文件的权限。
- 仓库星数和安装量反映活跃情况，不等于独立质量或安全测试。
仓库原始内容
按源仓库内容呈现，保留标题、案例、代码、表格、链接以及原文引用的演示图片。
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- Publish before wiring APIs — unpublished surveys cannot be invited.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.
