Salesforce For Feedback Management: Everything You Need Know

Gone are the days when people used a pigeon post to get insight into something or just to ask for a people’s opinion. Thanks to modern technologies, we have customer interviews, usability testing, online surveys, etc. In Salesforce, the latter takes center stage and offers multiple possibilities for finding out what customers think. So, how do you usually look into your clients’ opinions? Do you reach out to them personally? This could be time-consuming. By using Salesforce for feedback management, you can set up and customize an automatic process for this purpose (and a lot more!). Dive into this article where we uncover the methods to implement it in your organization.  

What is feedback in Salesforce?

Salesforce feedback management is a special system that comes in handy when you want to retrieve data on what your customers, partners, or employees think. This way, you’re bound to achieve an A game on your feedback strategy. 

With it, you can collect and interpret real-time feedback through all the stages of a customer journey in your organization and engage with your audience via structured surveys—the key component in Salesforce feedback management.

Moving forward, the system helps you build, send, and analyze these surveys to your audience. Thanks to an intuitive editor, you can provide many different question types, personalized surveys, and merge fields (keep reading, we’ll cover that in a minute). 

How Salesforce can be used for feedback management

We are getting closer to the real deal! In this paragraph, we discuss some bulletproof methods to manage and act upon feedback in Salesforce: 

Custom Objects and Fields

You can create a plethora of custom objects and fields to receive only the feedback that is relevant to your business. Catch feedback type (complaint or suggestion), resource it is coming from, submission data, or rating—the process is fully customizable.

Web Forms and Surveys

You can embed web forms on your Experience Cloud or send them via email to gather quality feedback. Besides, use Salesforce Surveys – the tool to fine-tune the feedback specifics. Not only can you add open-ended, more complex questions, picklists, etc., but also drop offbeat surveys, like “Rate our app from 1 to 10“. 

Case Management

Cases in Salesforce can also be used to collect and manage feedback as individual cases. The feedback you get through a variety of channels—be it email, chat, web forms, or social media—is transformed into stand-alone cases. But you can go even further. By using dedicated Salesforce ideas management software, you can link feedback and ideas to specific cases and opportunities in your organization for quick wins. 

Automated Workflows

Leverage Salesforce for feedback management together with workflow automation. Thus, automatically route customers’ thoughts to the dedicated department or higher management to avoid escalations. This results in rapid response and faster resolution. 

Analytics and Reporting

Thanks to efficient reporting and analytics features, Salesforce lets you analyze feedback trends, flag recurring issues, and measure customer satisfaction. Moreover, you can create custom reports and dashboards to visualize related data for a more convenient process. 

Integration with Service Cloud

You don’t have to harvest feedback across multiple, disconnected channels. Utilizing salesforce service cloud implementation can streamline the process, ensuring all feedback is collected and managed efficiently within a unified platform. Salesforce Service Cloud makes it easy to integrate with a wide range of customer service channels, such as live chat, phone, and social media. Thus, you get a bird-eye view of the feedback you gather in one place, without switching to other third-party apps.

Feedback Notifications

Does your top-level manager or stakeholder want to see the real picture on the go? Set up and send automated feedback notifications. They are triggered once new feedback is received, a bad review is in place, or other significant action is made.  

Artificial Intelligence (AI) Capabilities

Einstein—a Salesforce AI-powered tool—lets you dig deeper into the root of the feedback. It’s trained to unveil peculiar patterns, analyze customer sentiment, and perform predictive analytics so that you jump to an informed decision. 

Get Started with Salesforce Feedback Management

Are you ready to get serious with Salesforce feedback management? This is our next stop in the section. 

How do I set up feedback management in Salesforce?

To cushion the blow for you and help get your feedback engine going, look at the stages you should follow to set everything up:

Stage 1. Go to Setup in your organization. In the Quick Find box, start typing Survey and choose Survey Settings. In Surveys, you have to toggle the switch to Enabled. When enabled, email templates and sample surveys are added to your org. 

Pro tip! Don’t forget to refresh the page so that the changes you’ve just made can be reflected. 

Stage 2. Proceed to the App Launcher, type Surveys, and hit the New button. Provide a name for your survey, decide whether you’d like to use it as a template, and click Continue.

Stage 3. In the Branding tab, choose the Progress options (auto-progress, progress bar), change the background image, specify color schemes for the background & logo, etc.

Stage 4. In the Pages tab, write your welcome message down, and click Add Page → Add Question. Here, you can be spoiled with choices as there are different types of them, such as date, picklist, ranking, like or dislike, NPS, long/short text, multiple section, and so on. Repeat this action as many times as you need.

Stage 5. To set up conditions that create an automation process where a user should go after a certain question, go to in Page branching logic.    

Stage 6. Close your survey with a thank you page. After that click Save and Activate.

Final words 

This is it! As you can see, Salesforce for feedback management can be done easily. There are a few quick side notes for you to grab: after you activate your survey, copy the link for employees or provide it to the participant outside of the company (only with Digital Experiences enabled).