You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Send Transactional Survey to Assigned Account (Staff)

Accepted answer
7
Views
6
Comments
edited Jun 8, 2022 8:53AM in Agent Desktop 6 comments

Content

I'm trying to identify how to send a Transactional Survey to a Staff Account after they have Solved an Incident (email). We are doing this to gather feedback from the agents experience working through Service Cloud.

We have created a custom Yes/No field (Feedback) for the incident workspace. Ideally a rule would trigger when Feedback is set to Yes when the incident is solved. When the rule triggers it sends a transactional survey to the Staff Account (Not the Customer Contact).

I've looked over the Business Rules options and I do not see any THEN configuration that lets be define anyone besides the Contact as the recipient. Workspace Rules did not seem to be the right place either.

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!