The Simple Survey Builder allows you to determine which user should be set as the owner of new incoming survey records once a customer submits a response. The ownership options currently include the Record Owner (of the record from which the survey is being sent, such as a Case), the Record Owner's Manager, or a single static User.

Once you've configured the appropriate survey owner within the Survey Builder, you can use Flow to notify this user when a survey response is received in Salesforce.

Provided below is an example Flow (along with instructions) which was built to notify the survey owner if a survey was submitted with a score of 5 (highest score) or a score of 2 and lower.

Step 1: Create the Email Templates to be used for your Email Notifications. 

• Navigate to Setup | Classic Email Templates
• Select the Simple Survey folder and click New Template.
• Select Text as the template type, and click Next. (You can use other template types as you desire.)
• Fill out all of the required fields such as the name of the new template, mark it Available for Use and provide a subject.
• Populate the email body with the message you would like the Survey Owner to receive. You may also wish to include various survey merge fields such as the associated Contact, the survey score, additional comments, and a direct link to the survey record.
• Repeat these steps to create additional email templates. In this example, we will have 2, one for low scores and one for high scores.

Low Score Email Template:



High Score Email Template:



Step 2: Create the Email Alerts

• Navigate to Setup | Process Automation | Workflow Actions | Email Alerts
• Click on the New Email Alert button
• Give it a description, and a unique name, select Simple Survey as the Objects, and the email template created in step 1. For Recipient Type select Owner | Simple Survey Owner and move it to the Selected Recipients list. Specify the From Email Address and click on Save & New. 
• Create the second Email Alert by following the steps above. By the end of this process, make sure you have 2 Email Alerts, one for low scores and another one for high scores.

Step 3: Create the Flow and Email Notification Actions

• Navigate to Setup | Process Automation | Flows
• Click New Flow and select Record-Triggered Flow
• For Select Object, use Simple Survey
• For Configure Trigger, use 'A record is created'
• For Set Entry Conditions, select All Conditions Are Met (OR)
  • Field: simplesurvey__Survey_Score__c
  • Operator: Equals
  • Value: 5
  • Click on the + Add Condition button 
  • Field: simplesurvey__Survey_Score__c
  • Operator: Less Than or Equal 
  • Value: 2
• For 'Optimize the Flow for', select Actions and Related Records 
• Click on Done.

• Click on Add Scheduled Paths (Optional) so you can set up the Flow to send the email after 1 hour of the Simple Survey record being created

• Give the path a label, API Name, Time Source, Offset Number, and Offset Options. We suggest the following:

• Click Done.
• In the new path that got created, click on the + sign and select Send Email Alert as an element to be added:

• Configure the new Email Alert actions by selecting the previously created Email Alerts from the list and filling out the information. For Set Input Values, use {!$Record.Id}.

 

• Save and Activate your Flow.

By the end of this, your Flow should look like the following:



Please note that this KB article is provided as-is and customization using Flows is not supported under the scope of support provided with the Simple Survey application. For further assistance, please get in touch with your Salesforce administrator, or Salesforce implementation partner.