How to Prevent Survey Fatigue (Over Surveying)

To help prevent over-surveying, the Simple Survey package includes two fields: 'Survey Sent' and 'Survey Last Requested On'. The purpose of these fields is to mark contacts with the date they were sent their last survey. These fields can be used in local automation that sends out surveys after a case is closed. Starting with version 5.0, Simple Survey's "Survey Fatigue" https://support.vicasso.com/s/documentation/a1LVx000001E8gHMAS setting has moved to the Survey Builder and can be configured on a program-per-program basis. This allows you to utilize the Survey Fatigue feature without having to build a custom flow. If you already have local automation set to complete Survey Fatigue, no changes are needed, and Survey Fatigue prevention will remain working.

  • Oct 30, 2025
  • Knowledge

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https://kb.vicasso.com/?kb=000004503
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Vicasso provides a sample Flow to be used to send surveys on Case closure. In this article, we will show you how to update the triggering start element of your existing Flow to avoid survey fatigue.

Along with checking to see if the case is closed, this Flow also checks the following:

  • Has a survey already been sent?
  • Has the Contact been surveyed before?
  • If the Contact has been surveyed before, were surveyed in the last 7 Days?
  • Is the Owner of the Case a User (and not a Queue)?
  • Is Today the Closed Date?

Specific Formula Criteria:

AND(({!$Record.IsClosed} == True), ISNULL( {!$Record.simplesurvey__Survey_Sent__c} ), OR( ISBLANK({!$Record.Contact.simplesurvey__Survey_Last_Requested_On__c}) ,(TODAY() - DATEVALUE({!$Record.Contact.simplesurvey__Survey_Last_Requested_On__c})) > 7), BEGINS( {!$Record.OwnerId} , '005'), DATEVALUE({!$Record.ClosedDate}) = TODAY())


To edit or create a new Flow, go to Salesforce Setup | Flows.

Create a new Flow or edit your existing Flow that sends surveys on closed cases to reflect the above formula evaluating to true.

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The rest of your Flow should remain the same. If creating a new Flow, please follow the instructions in this article . 

Please Note: Help with local automation is out of the scope of App Support, and further help cannot be provided. This article is provided as-is. If you need assistance, please contact your Salesforce Administrator.
Title
How to Prevent Survey Fatigue (Over Surveying)
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How-to-Prevent-Survey-Fatigue-Over-Surveying