Simplesat allows you to create a CSAT, CES, or NPS survey that you can embed directly in Salesforce LE email notifications templates.


In this article:


Create your survey

First, create a new survey.

Customize the survey settings to your heart's desires. ๐Ÿ˜ Then, choose the Integrate with another tool option in the Publish tab.

Select Salesforce Lightning Experience in the pop-up box.

Click the Generate Embed Code button. Make sure you're on the HTML option, then click Copy survey.


Salesforce LE email placeholders

These are automatically included when you generate a Salesforce LE survey embed code, but here they are just in case. ๐Ÿ˜‰

Team Member Email

{{{Sender.Email}}}

Team Member ID

{{{Sender.ContactId}}}

Team Member First Name

{{{Sender.FirstName}}}

Team Member Last Name

{{{Sender.LastName}}}

Customer Email

{{{Recipient.Email}}}

Customer ID

{{{Recipient.Id}}}

Customer First Name

{{{Recipient.FirstName}}}

Customer Last Name

{{{Recipient.LastName}}}

Company Name

{{{Recipient.Company}}}

Ticket ID

{{{Case.Id}}}

Ticket Subject

{{{Case.Subject}}}

Note: You can check the available merge fields by clicking the merge field picker icon on Salesforce.


Add your survey to Salesforce Lightning Experience

Head over to your Salesforce account, and click on the App Launcher then type Email on the Search apps and items engine.

Click on the Email Templates > New Email Template

  • Enter the templateโ€™s name.

  • Add a subject. To include merge fields, type them in manually.

  • If you want, select an item from the Related Entity Type dropdown list.

    Based on the selection, the email template can be chosen only when the email youโ€™re composing has a corresponding Related To record.

Learn more about creating an email template in Salesforce Lightning from here.

In the email template, change it over to source code by clicking the source code icon. Then, click the section where you want to add the survey and paste the HTML survey code that you copied from your Simplesat account.

You can switch back by clicking the source icon again to preview the visual email. Then, click Save.

Notes:

If you're getting this error when trying to save the notification email template:

You need to disable your Grammarly extension to save the template. You can learn more about this here.

If you're getting this error when trying to save the notification template:

You need to switch to a non-Console app and create the template from there. Once the email template is created, you will be able to make changes to it from the Console app.

This is a known issue with the Salesforce Lightning template. You can learn more about this here.

Note: In order for the email to be sent on case closure, it needs to be configured under Setup > 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. ๐ŸŽŠ

If you run into any issues let us know and we'll be happy to help troubleshoot. ๐Ÿ™Œ

See also:

๐Ÿ“– Add a Simplesat survey to Salesforce Classic

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