Step-by-Step Guide on Getting Started with Salesforce Surveys

How to Build, Send & Analyze Surveys in Salesforce in less than 30 Minutes

Salesforce Survey

“Feedback is the breakfast of champions.” – Ken Blanchard

And what will be a better way to collect feedback than sending Surveys. Salesforce Surveys was introduced in Spring 18 release. Using the Survey Builder point and click tool, you can create beautiful forms declaratively in no time. Then send them to your colleagues and customers to get their feedback. Upon its inception, it was included only in the orgs that had Health Cloud or Financial Services Cloud. If any customers didn’t have either of that, they could still create their first survey for free but had to purchase licenses for creating more surveys. But not anymore

Now with Summer 19 release, Salesforce has made this feature free for everyone. It means that you don’t need to purchase Survey Creator licenses anymore. Yes, it is good news but there is a catch to it. You need to assign certain profiles to users to give them access and users with only those profiles can create unlimited surveys and send invitations to participants. The profiles which include the special permission are:

  • Standard User
  • Marketing User
  • Contract Manager &
  • System Administrator

So let’s make good use of this feature to gather your internal and external customers’ feedback, suggestions and analyze those responses to fine tune the business processes. Follow along this step by step guide and within 45 minutes you would have your first Survey invitation ready to be sent out. And here is what we will be covering in this guide

  • Enable Surveys
  • Create a Survey
  • Preview & Activate the Survey
  • Send Survey to Internal Users
  • Send Survey to External Users
  • Send Survey to Leads & Contacts
  • Send Survey Using QR Code
  • Automate Survey Invitations Using Process Builder
  • Analyze the Survey Results
  • Export Survey Responses

References & Useful URLs

  1. Trailhead Trail – Get Started with Salesforce Surveys
  2. Salesforce Surveys – https://help.salesforce.com/articleView?id=sf.concept_salesforce_surveys.htm&type=5

16 thoughts on “Step-by-Step Guide on Getting Started with Salesforce Surveys”

  1. Is there any option if we dont create the community and still want to send the survey through email and contact. If options available in free or paid versions kindly let me know

  2. Hi Ashish,
    I need to prepare one page survey with total number of questions 2.
    Can you please advise with the below conditions we are looking for,
    1) The text column for que 2 should be visible irrespective of any rating given 2) The reason need to be mentioned in text column only if the rating is 3 or less than for que 1 3) If rating is more than 3,then the survey can be submitted without any reason providing in text column.
    Please help how to create the rule or condition for above

    1. Hi Smita, I don’t think you make question two conditionally required in survey. But what you can do is

      1. Create question 2 & question 3 for reason.
      2. Attach a display condition to question 2 and display it if the answer to question 1 in less 3 or less. Make this field required.
      3. And display question 3 if the answer to question 1 in greater than 3.

      I have tested this and this will work.

  3. Do we need to have Public Community enabled to be able to send Surveys to external users that are not in Salesforce?

  4. Hi Ashish,
    Thank you for the Survey Guide.It helped a lot.
    In the Latest salesforce release, With Case Auto Response Rule, we can send the Survey Invitation link to Case Contact when Case is closed. It is working,
    but I would like to send the Different Survey Questions based on Case Type.
    So I have created Two Survey (one for Case Type= Technical. one for Case Type = Mechnical).
    In The Case Auto Response Rule, I have created two Rule Entries, one for Technical and one for Mechanical and for each rule criteria i have used different Survey links I have created above.

    With these settings, it is not sending different Survey links based on Case Type.

    Also, In Support Settings, If I populate the Customer Feedback Survey with Survey name, then only it is sending the survey email.

    Any help on this?

    I may have to use the Process Builder approach to send the survey invitaions.

    Thank you,
    Narendar

    1. Hi Narendar, Yes, use the process builder to send the survey. That is what I am also doing when sending survey for this blog. 🙂

      1. Thank you. But in process builder also, i am not able to edit the Embed_a_Survey_Link when i use the Send Survey Action.

        1. Hi Narendar,

          Did you find a workaround for this situation?I know this post is old but I am struggling with similar requirements. .I have chosen the customer satisfaction in surveys and embed a survey question . .the problem is I am unable to change the text in the template. .any help will be appreciated.

  5. Hello Ashish,

    Thank you for posting this. Even after enabling the survey from Survey settings, I was not able to see the Surveys in App Launcher. I had to go to my profile and change the tab settings to default On/Off from hidden.

    1. Thanks for sharing that tip, Yusuf. I am guessing refreshing the page or logging out and in would also have done the trick.

  6. Hi,

    I want to know how we can pre-populate a field for the survey, so we can relate the survey to an Id (record) in Salesforce.

    Thank you.

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