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Send Transactional Survey to Assigned Account (Staff)

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


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.

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