Au cours de cette session, nous présenterons les enquêtes de satisfaction. Il s’agit d’une fonctionnalité standard intégrée nativement à Salesforce. Nous aborderons les prérequis nécessaires à l’utilisation des enquêtes, comment créer une enquête, et comment l’envoyer à un client (ou prospect). Vous serez ainsi autonome dans la création de vos enquêtes de satisfaction.

1. Découvrez les enquêtes
de satisfaction

2. Thierry TROUIN
Technical Expert
Salesforce ADX201 Instructor
Salesforce MVP (x2)
Toulouse User Group Leader (France)
https://www.linkedin.com/in/thierry-trouin/
@ThierryTrouin

3. Salesforce Survey

4. Table Of Content
• What is Survey ?
• Use Case
• Setup Survey
• Create Survey
• Send Survey (Manually & Automatically)
• Test Survey
• Report Survey result
• Conclusion

5. What is Survey
What is Survey ?
• Use Case
• Setup Survey
• Create Survey
• Send Survey (Manually & Automatically)
• Test Survey
• Report Survey result
• Conclusion

6. What is Survey
• Create engaging surveys
• Easy-to-use
• Simple editor
• Collect feedback and information from your users or customers.
• Different types of questions

7. • 12 Salesforce objects for
manage, personalize and report
Survey.
What is Survey

8. Use Case
• What is Survey ?
Use Case
• Setup Survey
• Create Survey
• Send Survey (Manually & Automatically)
• Test Survey
• Report Survey result
• Conclusion

9. Use Case
Use Case 1
Recueillir l’avis d’un client
suite à l’achat d’un produit

10. Use Case
Use Case 2
Evaluer la qualité de service
suite au traitement d’une requête (Case)

11. Setup Survey
• What is Survey ?
• Use Case
Setup Survey
• Create Survey
• Send Survey (Manually & Automatically)
• Test Survey
• Report Survey result
• Conclusion

12. Setup Survey
Pre work
1. Enable and create a Site (Digital Expériences – All Sites)
2. Enable Survey
3. Assign Permission Set
Click and select Setup

13. Setup Survey
Step 1
Enable Digital Experience
and create a new site

14. The new name of « Community »
Check « Enable Digital
Experience »
Fill the Domain Name
Check Availability
Save
Setup Survey

15. Setup Survey
• Create a new Site

16. Setup Survey
Select a template (empty)
Enter a Name (survey)

17. Setup Survey

18. Setup Survey

19. Setup Survey
• Setup public access for your site

20. Setup Survey
• Setup default page and publish it

21. Setup Survey
• Publish is done

22. Setup Survey
• Go to « Administration »

23. Setup Survey
• Activate the community

24. Setup Survey
Step 2
Enable Survey

25. Setup Survey
• Enable Survey

26. Setup Survey
• Select your community

27. Setup Survey
Step 3
Create and Assign Permission Set

28. Setup Survey
• Create a new « permision Set » and name it « Survey »

29. Setup Survey
• Permision Sets
Section Item Description
System Permissions Manage Surveys Create, Edit and Delete Surveys.
System Permissions Salesforce Surveys Advance Features Use advanced features of Salesforce
Surveys.

30. Setup Survey
Permision Sets (Read/Create/Edit)
Section Item Description
Object settings Survey Invitations
Object settings Survey Responses
Object settings Surveys
Object settings Survey Subjects

31. Create Survey
• What is Survey ?
• Use Case
• Setup Survey
Create Survey
• Send Survey (Manually & Automatically)
• Test Survey
• Report Survey result
• Conclusion

32. Create Survey
• In the « App Launcher » select the « Surveys » Tab

33. Create Survey
• Click « New » button for create a new Survey

34. Create Survey
• Fill the name « Case Satisfaction » and click « Continue »

35. Create Survey
• You have the following page

36. Create Survey
You have 2 standard pages
Welcome Page
Thank you Page
And you can create multiples
questions pages

37. Create Survey
Welcome Page
Welcome to the Thierry's
Corporation Satisfaction survey.
This survey contains 2 questions for
a duration of 1 min

38. Create Survey
Thank you Page
Many thanks for your
participation.
Have a nice day
Welcome Page
Welcome to the Thierry's
Corporation Satisfaction survey.
This survey contains 2 questions for
a duration of 1 min

39. Create Survey

40. Create Survey
1
2
3

41. Create Survey

42. Create Survey
We now create 3 forms with the following questions
Have we responded to your request?
Are you satisfied with the processing time?
Would you recommend our company?

43. Create Survey
We have created 3 questions pages. Click « Save » and « Activate »

44. Send Survey
• What is Survey ?
• Use Case
• Setup Survey
• Create Survey
Send Survey (Manually & Automatically)
• Test Survey
• Report Survey result
• Conclusion

45. Send Survey
• Manually via Link
1
2

46. Send Survey
1
2 3
4

47. Send Survey
1
2

48. All recipients must be of
only one of the following types :
Lead
Contact
User
Send Survey

49. Send Survey

50. Send Survey
Automatically via process builder
when Case is closed

51. Send Survey

52. Send Survey

53. Send Survey

54. Test Survey
• What is Survey ?
• Use Case
• Setup Survey
• Create Survey
• Send Survey (Manually & Automatically)
Test Survey
• Report Survey result
• Conclusion

55. Test Survey
2 tests is required :
As a sales user
As customer

56. Report Survey result
• What is Survey ?
• Use Case
• Setup Survey
• Create Survey
• Send Survey (Manually & Automatically)
• Test Survey
Report Survey result
• Conclusion

57. Report Survey result
• Integrated Surevey Analyse

58. Report Survey result
• Create a Salesforce Report Type « Surevey Responses »
Master :
Survey Responses
Relationship :
Suervey Question
Responses

59. Conclusion
• What is Survey ?
• Use Case
• Setup Survey
• Create Survey
• Send Survey (Manually & Automatically)
• Test Survey
• Report Survey result
Conclusion

60. Report Survey result
More about Survey :
Customize (Logo, font, background)
Translate Survey
Single or multiple pages
Merge Fields (from record, user and org)
Use it in APEX
Free edition limited to 300 survey

61. Report Survey result
Salesforce help
https://help.salesforce.com/articleView?id=sf.concept_salesforce_surveys.htm
&type=5
Trailhead : Trail with 4 modules
https://trailhead.salesforce.com/en/content/learn/trails/get-started-with-
salesforce-surveys
Survey Data model
https://developer.salesforce.com/docs/atlas.en-
us.api.meta/api/sforce_api_objects_salesforce_surveys_object_model.htm
Salesforce Add-on Pricing
https://www.salesforce.com/content/dam/web/en_us/www/documents/pricin
g/all-add-ons.pdf

62. THANK YOU