Automate Your Customer Feedback Survey with Salesforce Flow and Titan

Alice M.

Hawk-eye editor with a passion for trailblazing Salesforce experiences

Updated: Feb 29th, 2024

Business automation tools are crucial in today’s fast-paced and competitive business environment. They enable organizations to streamline operations, increase efficiency, reduce costs, improve accuracy, and focus on strategic initiatives. Automation tools are essential for businesses looking to stay ahead of the game, deliver exceptional customer experiences, and drive growth in today’s digital age.

In this use case, we will show you how to automate Titan Surveys from a Salesforce Flow. Salesforce Flows is a visual workflow tool provided by Salesforce, which allows businesses to automate complex business processes and streamline their operations. It enables users to create interactive and guided experiences by defining and automating a series of steps. Overall, Salesforce Flows are the go-to solution whenever you want to take your business process to the next level.

Combining Titan Survey and Salesforce Flows will allow you to automatically initiate a survey request upon any event within your business processes in Salesforce. Leverage the power of Salesforce Flows and Titan Survey to reduce complexity and streamline your process with full automation.

You will need to have an API enabled edition of Salesforce and to have installed your Titan Survey package. Install Titan by visiting TITAN Surveys on the Salesforce AppExchange, clicking Get It Now, and following the prompts. Once Titan is installed, it’s also a good idea to read up on how to connect Titan to Salesforce.

Now you are good to go!

Send Automated Surveys to Customers

In this example, we will start by looking at a Case in Salesforce. We have set up a trigger so that when the Case stage is moved to Closed, the customer who opened that case will automatically receive a survey. In this survey, the customer will be asked questions on the quality of the service they received and if they are satisfied.

Visualize your Automation via Salesforce Flow

Move to your Salesforce Flow to visualize this process. This flow starts with a trigger stipulating that when the record is updated, a satisfaction survey is sent:

There is one condition for this, which is that the Status equals Closed. You will recall that we already met this condition earlier on.

How are we sending this survey? Well, once the Titan Survey package is installed, you have access to an Apex Class to trigger Titan to send surveys. In this instance, it is the DistributeSurvey Apex Class. You will need to set the input values for your selected action: