Salesforce Triggers
Salesforce trigger events are specific occurrences or actions within the Salesforce platform that can initiate automated processes or workflows. These trigger events are essentially “triggers” that prompt Salesforce to execute predefined actions, such as updating records, sending notifications, or invoking external processes.
Your Surveyapp email survey can be configured to send an email survey on several Salesforce trigger events and capture valuable feedback on customer experience.
Automations can be set up to send an email survey on:
- Contact: Created: This trigger event occurs when a new contact record is added to the Salesforce database, either manually or through data import.
- Case: Created: This event is triggered when a new case (customer inquiry or support ticket) is created in Salesforce, indicating the start of a support process.
- Case Status: Closed: This trigger event occurs when a case is marked as closed, indicating that the issue or inquiry has been resolved to the satisfaction of the customer.
- Lead: Created: This event is triggered when a new lead (potential customer) record is added to Salesforce, typically representing a new sales opportunity.
- Lead Status: Closed – Converted: This trigger event occurs when a lead is converted into an account, contact, and optionally, an opportunity. It indicates successful conversion of a lead into a potential sales opportunity.
- Lead Status: Closed – Not Converted: This event is triggered when a lead is marked as closed without being converted into an account, contact, or opportunity. It may indicate that the lead is not a good fit for the sales pipeline at the moment.
- Opportunity Contact Role: Added: This trigger event occurs when a contact is associated with an opportunity in Salesforce, indicating their involvement in the sales process.
- Opportunity Stage: Closed – Won: This event is triggered when an opportunity reaches the “Closed – Won” stage, indicating that the sales deal associated with the opportunity has been successfully closed and won.
- Opportunity Stage: Closed – Lost: This trigger event occurs when an opportunity reaches the “Closed – Lost” stage, indicating that the sales deal associated with the opportunity has been lost or unsuccessful.
Prerequisites
- You have sign in credentials/ are signed in to your Salesforce instance.
- You have the necessary Salesforce privileges and have installed the Surveyapp CX cards package for Salesforce. (See link for installation: XXXX)
Connecting Salesforce
In Surveyapp web app (https://app.surveyapp.io), create your email survey.
On the Distributions step of the survey, click on the Send Email Survey tab.
Click on the Integrate tab
Now, click the Salesforce tab.
If you have already connected Saleforce with your Surveyapp account with a past automation, it will display your instance here and also the other automations connected to this Salesforce instance which you may have. In this case, please skip the below steps (1-6).
- Click “Add a Salesforce Connection”
- In the modal which opens, give your Salesforce Instance a name. E.g My Salesforce Instance.
- Tick if it is a Sandbox or Production Salesforce instance.
- Click Connect.
- A popup window will launch asking you to sign in to your SF instance, if you haven’t already.
- Once the Salesforce and Surveyapp handshake is complete, you will see your instance and its status under the Salesforce tab on the distribution> Integrations tab on Surveyapp.io.
To continue setting up your Email Automation, click Add an Email Automation
Set up your Email Automation
In this step, you will choose your Salesforce Trigger event. For the sake of an example, we will assume you wish to send an email survey whenever a case status changes to “Closed”. From the dialogue which opens up asking to choose a Salesforce Trigger Event, choose “Case Status: Closed”.
A Trigger Configuration section called CASE STATUS: CLOSED will be added to the Email Automations panel.