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Case Satisfaction Survey on SFDC Case Object

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SydneyMulligan
Level 10 - Champion Alumni

Case Satisfaction Survey on SFDC Case Object

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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Justin_Norris1
Level 10 - Champion Alumni

Re: Case Satisfaction Survey on SFDC Case Object

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.

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Justin Norris | Perkuto​

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1 REPLY 1
Justin_Norris1
Level 10 - Champion Alumni

Re: Case Satisfaction Survey on SFDC Case Object

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​

View solution in original post