Service Cloud · Surveys

Send a Salesforce Survey Automatically When a Case Closes

Asking for feedback right after a support case is resolved is one of the easiest ways to measure service quality. This guide sets up a Salesforce Survey that goes to the customer automatically when their case closes, with a unique link tied back to the case.

How it works

Part 1

Prerequisites

1. Enable Surveys. In Setup, search for Survey Settings and turn on Surveys.
2. Enable Digital Experiences. Customers who don’t log in answer through an Experience Cloud site, so you need one. In Setup, go to Digital Experiences › Settings and enable it. See Enable Salesforce Communities.
3. Create and activate your survey. Build it in the Surveys app and activate it. Note the survey’s record ID.
4. Get the site’s Network ID. Go to Digital Experiences › All Sites, right-click your site’s URL and copy the link. The Network ID is the value starting with 0DB. Leave off any trailing &.

Part 2

Create the custom fields

Part 3

Set up the email

Email template

Create a Classic or Lightning email template on the Case object in your brand’s tone. A simple version:

Email alert

• Object: Case
• Email template: the template you just created
• Recipients: move Related Contact: Contact Name to Selected Recipients

Part 4

Build the record-triggered flow

Create a new Record-Triggered Flow with these settings and elements, in this order:

1. Trigger: Case, when a record is created or updated, optimized for Actions and Related Records.
   Entry conditions: Status equals Closed AND ContactId is null = False.
   Run the flow: Only when a record is updated to meet the condition requirements, so it fires once per closure.
2. Create Records: Survey Invitation. Set the field values:

   Field	Value
   Name	Case number plus “Survey”, from a text formula
   Survey (SurveyId)	Your survey’s record ID
   Community (CommunityId)	Your site’s Network ID
   Allow Guest User Response	True
   Participant (ParticipantId)	{!$Record.ContactId}
   Case (custom lookup)	{!$Record.Id}

   Store the new record’s ID in a variable.
3. Get Records: Survey Invitation where Id equals the ID from the previous step. This gives you the generated InvitationLink and UUID.
4. Update Records: update the triggering Case and set Survey_Link__c to the invitation’s InvitationLink.
5. Action: Send Email Alert. Pick the email alert from Part 3 and pass {!$Record.Id} as the record ID.

Save and activate the flow.

"https://your-site-domain/survey/runtimeApp.app?invitationId=" & {!Invitation.Id} & "&surveyName=your_survey_api_name&UUID=" & {!Invitation.UUID}

Part 5

Give guest users access

Customers answer as site guests, so the guest user needs access to the survey objects.

1. In Setup, search for Digital Experiences and open All Sites.
2. Open Builder for the site that hosts your surveys.
3. Go to Settings › General and click the profile under Guest User Profile.
4. Click Edit and grant these object permissions, then save.

Test it

• Close a test case that has a contact with your own email address
• Check that a Survey Invitation was created and linked to the case
• Check that the Survey Link field on the case is filled in
• Open the email and complete the survey in a private browser window
• Confirm the response shows up in Salesforce against that invitation

Common questions