Send a Follow-Up Survey on Cases when a response has not been received

You are using Simple Survey and would like to create local automation that sends a follow-up survey off of Cases when an initial survey response wasn't received.

  • Jan 17, 2023
  • Knowledge

Permalink
https://kb.vicasso.com/?kb=000004292
Details
Please follow the steps below for configuring a follow-up survey.  

Note: Ensure your existing Flow used for surveying is performing a field update on the packaged Survey Sent field, setting it to NOW(). 

 Create a "Survey Received" checkbox field on Case
  • To do this, Navigate to Setup > Object Manager > Case > Fields & Relationships
  • Click "New" under Fields and Relationships.
  • Select Check box as the field type and name the field "Survey Received".
  • Complete the remaining steps regarding Field Level Security and Page Layouts. 
  • Click Save. 
Create a "Follow Up Sent?" Date/Time field on Case
  • To do this, Navigate to Setup > Object Manager > Case > Fields & Relationships
  • Click "New" under Fields and Relationships.
  • Select Date/Time as the field type and name the field "Follow Up Sent?".
  • Complete the remaining steps regarding Field Level Security and Page Layouts. 
  • Click Save.
Use Flow Builder to create a Flow to set the Survey Received field when a survey is received on the Case
  • Create a Record-Triggered Flow

configure flow.png
  • Add a Get Record element: Find the Case


 

  • Update the Case Record if Survey is Received - Add an Update Record element



The completed Flow should look like the following:
 


Create a Flow to send your follow-up survey.

Create a Record-Triggered Flow



Configure Scheduled Paths:
  • The Offset Number and Options represent how much time until the Follow Up Survey is sent. For this example, a Follow Up Survey will be sent 7 days after the survey was initially sent. 


Add Time Stamp Resource 



Update the Date/Time of the Follow-Up FIeld - Add Update Records Element



Add an Email Alert 
  • Make sure that the email alert is already configured in your org (Setup > Email Alerts)


The completed Flow should look like the following: 



Make sure to save and activate your Flow! 

Please note: This KB article is provided as-is and customization using Flow and Flow Builder are not supported. For further assistance, please contact your Salesforce administrator or Salesforce implementation partner.
 
 
 
Title
Send a Follow-Up Survey on Cases when a response has not been received
URL Name
Send-Follow-Up-Survey-on-Cases-when-a-response-has-not-been-received