When respondents take surveys, records are created to store the results. Survey Records can be found in the Simple Surveys tab in the Simple Survey app, where they can be individually analyzed on a record-per-record basis. Information such as the initial score, related records, and answers to survey questions is visible. To edit the fields that are displayed on the page, edit the Page Layout for each respective survey that is built, but Simple Survey gives you a good starting point with all the relevant fields to fully analyze results, including the Survey Snapshot field. 

This tab lets you configure settings directly related to the survey records that get created in Salesforce.

Record Ownership:

This setting defines who will be the owner of the individual survey records that get created for each new response that is captured by Simple Survey. The options are:

Owner: the owner of the object record becomes the owner of the survey.

Owner's Manager: the manager of the owner of the object record becomes the owner of the survey.

User: a specific user becomes the owner of the survey. When 'User' is selected, you may search for the user by name.

Please note that, by default, the Org-Wide Default sharing model for surveys is Public Read/Write, meaning that all records are visible to all users who are assigned either the Simple Survey Read-Only or the Simple Survey Administrator permission sets. If the Org-Wide Default sharing model of the org is set to Private, only the users defined here will be able to view survey records.

Automatically Create Survey Records:

Starting in version 5.0 of Simple Survey, survey records are automatically pre-created whenever related object records meet specific criteria in Salesforce. You can still choose to keep creating survey records after respondents click the rating or survey links to be redirected to the landing page by disabling this setting.

Notes:

• If cases are owned by a Queue, survey records will not be created.
• Records will be created anytime the record goes from not meeting the criteria to meeting the criteria. For example, if you are surveying on case closure, then reopening and closing the case will create another survey record.

Not sure if you should be pre-creating survey records? Check this knowledge article for more information.

Record Creation Criteria:

This setting lets you define when survey records should be created. For example, whenever the Case status is set to "Closed", or an Opportunity moves to the "Closed Won" stage.

To define the criteria, click the "Add Criteria" button, search for the fields to add, ensure the logic makes sense, and click the "Save" button.

Note: Formula fields can’t be referenced directly as criteria in the Survey Builder since their values are calculated in real time and not stored in the database. By saving the formula value to a field (for example, using a Flow), you can then reference that field as part of your survey criteria.

Survey Fatigue:

This setting has moved from the Setup Wizard to the Survey Builder and should be configured on a program-per-program basis when pre-creating survey records.

Simple Survey updates the "Survey Last Requested On" field on the Contact/User/Lead records with the date and time a survey was last sent. The number of days specified in this setting across all active surveys determines when a contact, user, or lead can be sent another survey.

A new "Fatigued" status was introduced to survey records and is used if the Contact/User/Lead is within the survey fatigue period, and no survey will be sent. The status is only updated to "Fatigued" at the time the survey is scheduled to go out via our packaged "Simple Survey Send Survey Email" Flow.

Imagine your company sends two types of surveys:

1. Case Closure Survey: Sent after each case is closed (configured on the Case object).
2. Quarterly Check-in Survey: Sent every quarter to gauge general customer sentiment (configured on the Contact object).

To ensure your customers aren't oversurveyed, you might configure the Survey Fatigue settings in each program as follows:

• Quarterly Survey: You want this survey to be sent out regardless of recent activity, as it serves as a critical touchpoint. You would set its Survey Fatigue to 0 days. This means it is never considered 'fatigued' and will always attempt to send when scheduled.
• Case Closure Survey: You want to avoid sending this survey if the customer has just received another survey. You would set its Survey Fatigue to 7 days. This means if the customer has received any survey within the last 7 days, this survey will not be sent, and the survey record will be marked as "Fatigued".

Sample scenario:

• April 1st: The Quarterly Check-in Survey (fatigue set to 0 days) is successfully sent to a customer.
• April 2nd: A case closes for the same customer, triggering the Case Closure Survey (fatigue set to 7 days).

In this situation, the customer will NOT receive the Case Closure Survey. Why? Because they received a survey (the quarterly one) within the 7-day fatigue window set for the Case Closure Survey.

Flow Generation:

Simple Survey uses Flows to determine when to create survey records, one for each object used by the survey programs. For example, you have one survey off the Case, one off the Opportunity, and another off the Contact Object. You will be asked to create 3 different Flows. If you have multiple survey programs on the same object, they will all use the same Flow, and you will see a message in the settings letting you know that the Flow for that object is already up and running.

The Flows follow the following nomenclature: "SS Create Survey Records for [Object Name]".

Note: You may encounter some timing issues if you have other local automation that updates a field that is used in your pre-creation criteria. For this, we recommend that your Flow is always set to "Fast Field Updates".