I have an instance of SalesForce that is used to track cases/incidents for 7 different companies (there are 7 different queues). Email to case, web to case and agents manually inputting cases for phone calls are all used. The primary objective is to have SalesForce automatically email our customers a post-case survey as soon as the case is closed. Ideally, we would then be able to report on customer support satisfaction by case or agent. We are looking to implement this functionality using Survey Force.

The tasks are:

1) Create surveys for each of the separate companies (brands)

2) Setup workflow to auto-send the survey when a case is closed

3) Build reports to allow reporting based on agent (average customer satisfaction by agent), brand, contact channel (email, phone, or chat)

4) Finally, if possible, we would like to investigate the possibility of using the individual survey results to automatically update the Satisfaction Indicator on the appropriate contact within SalesForce.

A working demonstration of this functionality must be built in our sandbox prior to deployment in our production environment.


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Project ID: #1145167

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