I'm Having issue creating survey in Case table. Is there a workaround?

[dalejaurigue11]

Hi, So I have a requirement to send survey to consumers when case gets closed. The issue is that the user field does not trigger email notification to consumer if the field does not reference to sys_user. I tried dot-walking consumer.email, consumer.name to no avail. There is a 'user field' referencing the sys_user but it does not get populated OOB. How can this issue be worked around? Thanks.

[dalejaurigue11]

Ok noted, I can't use option 2 either because the client does not allow to insert consumer records on the sys_user since it is reserved for those working within the client company. So we can say that the Survey triggered conditions is limited to working with tables that have a field that reference to the sys_user? Thanks for your response.

[Allen Andreas · Accepted solution]

Hi,

So the consumer records aren't specifically on the sys_user table...they're on the "csm_consumer_user" table, which is extended from sys_user, but it's not literally the sys_user table.

It's pretty standard for consumer users to be placed there.

So they don't want that?

There's even out of box Consumer Service Satisfaction Survey that would leverage the user field on the consumer record (which the user field is a reference to the consumer user table -- which is extended from sys_user). So this is a common setup.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[dalejaurigue11]

Hi Allen, 

Thanks, I would communicate this to the client that the csm_consumer_user table is there to be utilized as the sys_user reference. Once again I appreciate your help and hope to learn more from you in the future.

[dalejaurigue11]

Hi Allen,

I have a follow-up question. In implementing method 2 does that mean that even if the survey is enabled to public the survey assignee still need to login?

[Allen Andreas]

Hi,

Option 2 is a non-public option, so yes, they'd have to login.

As mentioned previously, you're unable to limit a public survey response to just 1 response. So I believe that it why you were considering alternate options because "1" wouldn't work for you.

Please mark reply as Helpful, if applicable. Thanks!