Introducing Surveys
They’re customizable forms used to gather feedback and house it in an Org, from which to create visualizations for insights that can be shared.
Prior to this, you’d have to spend a pretty penny getting a development team to set you up with a custom survey for your enterprise.
Where do I find this
When it’s not paid, it comes bundled with the Health Cloud & Financial Service Cloud. Up to one survey is free for Enterprise and Unlimited Editions, as is the case with most Case-closures. Additional surveys cost extra.
Alternatively, you could also use surveys over the Community Cloud to gauge stakeholder sentiment or discuss feature inclusions for a product.
Here’s a how you’d spin up a survey in about 9 steps
1. Turn on ‘Survey’ in your Salesforce instance.
Go to Setup > Feature Settings > Survey > Survey Settings and change the setting to Enabled.
2. Assign permissions to produce surveys.
A key ingredient for a successful survey is participant-confidence. There’s nothing like reassuring your survey-takers that of a need-to-know basis of data sharing to elicit candid, honest responses.
For that,…
- Click on Setting , then Setup.
- Search ‘sharing’ through the Quick Find box.
- Click Sharing Settings.
- Then click Edit.
- Turn both, Survey and Survey Invitation to Private.
- Hit Save.
Next, give users permission to create surveys.
Specifically, you’ll need to create permission set and give users Read, Create, Edit, Delete permissions to alter Surveys and Survey Invitation Objects.
Now, assign the new permission set to the team members.
3. Redesign the start page
The Start Page is the first to come up in front of an applicant when a survey opens. So, adding a descriptive header is a good place to start customizations with.
4. It isn’t a survey without questions. Here’s how to ask some.
First, click add a question and select a question type. You will be prompted to fill in a question, an optional subtext or suggestion, or other values based on a chosen Field Type.
Choose between one of the following answer formats for questions posed.
- Radio: Lets you pick a single answer
- Multiple: Lets aa respondent choose multiple answers simultaneously
- Text: For more subjective, detailed responses
- Rating: Used to rate services or features over a point-scale
- Date: For scheduling a dates of preference or importance
5. Need to thank your participants? Update the Outro page.
Click on the bottom most card in the sidebar to customize a ‘thank you’ widget.
6. Customizations to keep your surveys on-brand
With the paintbrush icon change font, image, and styles for your survey to stay consistent with other brand-collateral. You can apply changes to font families individually to each question, as well as the intro and outro.
7. Launch the Survey
Once you’re done fleshing out edits to your survey’s appearance and feel ready to test it, click activate.
8. Get shareable links to your survey
Go to the Send to grab a link for embedding, then choose whether you want the survey to circulate within your enterprise or externally. Enable Communities in your org and enable ‘public access’ to side-step logins for participants.
Select anonymize responses and let participants see their responses to let respondents keep identities hidden or let known participants view answers respectively.
9. Make sense of response through visualizations.
Switch to the analyze tab once inside the survey builder as depicted below or even a custom Report.
Conclusion
In the above sections, we went over how Surveys can be easily set up and launched from within Salesforce. We hope this gives you the confidence to preside over your own service to improve on customer service and expedite data capture for case-incidents. Brands may also convey warmth and genuine concern over feedback collateral.
For more solutions to drive enhanced decision making and value-addition, as well as other recommendations, reach out to us at sales@hicglobalsolutions.com
