Sunday, February 24, 2019

Sample Customer Survey for Closed Cases

When creating a Customer Survey that's being sent out to Customers/Contacts after a case got closed, users want to ensure that it gets linked correctly to the right Customer, Contact, and the Case Number along with the survey questions. This is to effectively track how the case was handled by the Support Rep.

1. Navigate to Customization > Lists, Records, & FieldsRecord Types > New.

2. Enter Name for the record type.

3. Mark the following checkboxes:

  • Allow UI Access
  • Allow Attachments
  • Show Notes
  • Include Name Field
  • All Quick Add
  • Enable System Notes
  • Include Global Search
  • Include In Search Menu
  • Enable Inline Editing

4. Click Save.

5. Click the New Field button under the Fields tab to enter each field shown in the image below:

Customer (Case)

Contact (Case)

Case Number (Survey)

6. Under the Online Forms tab > Click New Online Form > Enter a Title > Under Select Fields, add the three Custom Record fields.

7. Click Save.

8. Under the Online Forms tab click on the name of the form

9. On the saved Online Custom Record Form, Click the External tab > Copy the Publishable Form URL

10. Pass parameter using the custom record field IDs as per sample below:

NOTE:  Enclose the CRMSDK tags i.e. NLCOMPANY, NLCONTACT, and NLCASENUMBER with brackets (<>).

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