Salesforce Feedback Management¶
Salesforce Feedback Management is an add-on that provides advanced feedback management capabilities to Salesforce.
With the Feedback Management app: - Custom Surveys: Design custom surveyswith various question types that can be send to customer; - Distribution Channels: Send surveys via email, web, mobile, social media, and more (Omnichannel). - Automation and Triggers: Schedule surveys or trigger them based on events. - Multi-Channel Feedback Consolidation: Centralize feedback from different sources. - Real-Time Reporting and Dashboards: Analyze feedback data with customizable reports and dashboards. - Integration with CRM Data: Correlate feedback with customer profiles, purchase history, etc. - Closed-Loop Feedback Management: Follow up with customers based on their feedback. - Customization and Extensibility: Tailor feedback management processes to specific needs.
Licenses¶
Salesforce Feedback Management is based on "Consumption" (No User license) of survey responses.
Survey Response Pack can be bought to increase the amount of "Received Response" (1K / pack)
| Features | Feedback Management - STARTER |
Feedback Management - Growth |
|---|---|---|
| Receive Response | 100k |
Unlimited |
| Gath post chat survey | ❌ (Only for Experience Cloud) | ✅ |
| Embed survey in experience Cloud | ✅ | ✅ |
| Embed survey in website | ❌ | ✅ |
| Track Survey sent accross User Lifecycle | ❌ | ✅ |
| Cancellation Return | ❌ | ✅ |
Documentation¶
Data Model¶
Distribute Surveys¶
Generate different types of survey invitations and distribute them in a way that best suits your participants' needs. You can generate individual invitations, send invitations by email, or automate the distribution process. - Email - Process Builder, Flow - Digital Engagement Channels (SMS, Whatsapp, Facebook) - QR Code - Marketing Campaign (Using Marketing Cloud - Journey Builder) - UnAuthenicated Users (Guest Users)
Generative AI Surveys¶
Use generative AI to quickly create and translate surveys tailored for diverse needs. Specify key survey parameters, review the auto-generated questions, and add approved questions in the survey builder. Use generative AI for accurate translation of entire surveys or specific parts, enabling feedback collection from a global audience.
Surveys can be translated using Generative AI to create surveys in differents languages.
Scheduled Reminders¶
Create automated email reminders to keep users updated about important occasions. Send recurring or one-time reminders to keep recipients informed and ready for completed occurrences or actions.
Sentiments Insights¶
Get insight into the sentiment behind text-based survey responses. Create an AWS account and enable Sentiment Insights. Then create a data map and then use a Flow action or template to analyze the sentiment that underlies survey responses.
Insights can also proccessed usign NLP technologies (AWS)