Case Satisfaction Survey on SFDC Case Object | Community
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SydneyMulligan
SydneyMulligan
Level 7
May 4, 2017
Solved

Case Satisfaction Survey on SFDC Case Object

  • May 4, 2017
  • 1 reply
  • 1545 views

Our SFDC team would like to send an automated survey to clients after a case is closed. It's a simple thing, asking about satisfaction and a few questions. Is there a way for Marketo to:

  • Automatically send an email when a case is closed
  • Capture the question responses in a form
  • Store the responses in fields on the case object
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    Best answer by Justin_Norris1

    @Sydney Mulligan​

    Certainly possible, you would need to

    • Have process builder or apex in SFDC that updates some fields on the lead/contact when a case is closed and passes the ID
    • Use that person field update to trigger a Marketo email containing the case ID for reference
    • Receive the survey responses through a standard Marketo form and write the data to person fields
    • Have another flow or apex back in SFDC receive the data and map it from the person object (lead/contact) back onto the case

    There may be a more direct route (perhaps using "email to case" functionality to update the case afterwards) but Marketo cannot write to the case object nor can case updates trigger a workflow in Marketo via custom object sync, so those are the main limitations that require work arounds.

    ---

    Justin Norris | Perkuto​​

    1 reply

    Justin_Norris1
    Justin_Norris1Accepted solution
    Level 10
    May 4, 2017

    @Sydney Mulligan​

    Certainly possible, you would need to

    • Have process builder or apex in SFDC that updates some fields on the lead/contact when a case is closed and passes the ID
    • Use that person field update to trigger a Marketo email containing the case ID for reference
    • Receive the survey responses through a standard Marketo form and write the data to person fields
    • Have another flow or apex back in SFDC receive the data and map it from the person object (lead/contact) back onto the case

    There may be a more direct route (perhaps using "email to case" functionality to update the case afterwards) but Marketo cannot write to the case object nor can case updates trigger a workflow in Marketo via custom object sync, so those are the main limitations that require work arounds.

    ---

    Justin Norris | Perkuto​​

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