Simplesat allows you to create a CSAT or NPS survey that you can embed directly in Salesforce Classic email notifications.
In this article:
Create your survey
First, create a new survey.
Customize the survey settings to your heart's desires. 😁 Then, choose the Integrate with another tool option in the Publish tab.
Select Salesforce Classic in the pop-up box.
Click the Generate Embed Code button. Make sure you're on the HTML option, then click Copy survey.
Salesforce Classic email placeholders
These are automatically included when you generate a Salesforce Classic survey embed code, but here they are just in case. 😉
Team Member Email
Team Member ID
Team Member First Name
Team Member Last Name
Customer First Name
Customer Last Name
Note: You can also check the available merge fields by clicking the merge field picker icon on Salesforce.
Add your survey to Classic Custom email & send on case-closed status
Head over to your Salesforce account and navigate to Setup > type Classic Email on the Quick Find/Search.
Click on the Classic Email Templates > New Template > Custom (without using Classic Letterhead).
Select the appropriate folder and enter the name, description and subject line for the email template. Check available for use and then click on Next.
Configure your email layout.
Paste the survey embed where you'd like it to appear.
Press next and then save the survey, and test it using the Send Test and Verify Merge Fields button:
Note: In order for the email to be sent on case closure, it needs to be configured under Support Settings as the Case Close Email Template. When closing a ticket, you will also need to make sure the Send Notification Email to Contact checkbox is both visible and checked in order for the email to send. If it's not visible in the Case Close page layout you may need to add the checkbox to the Case Close Page layout.
Try it out!
Create a test ticket with yourself as the requester. Check your email and click any rating that you like. Once you do, new feedback should instantly show up in your Simplesat dashboard. 🎊
If you run into any issues let us know and we'll be happy to help troubleshoot. 🙌