Need: Automatically send a survey to the contact listed on a case when the case state changes to closed.
Actions thus far: Created the template, created the survey, created the questions, created the trigger, and verified that emails are being sent to the user who opened the case (opened by).
The issue: When selecting the case table in the trigger configuration, the customer contact is not available to select as a user field. Manager is selectable, as you can see. The OOTB survey called “Customer Service Satisfaction Survey” does reference the customer contact as the user for the trigger, but I cannot figure out how that was done.
Desired outcome: Configure my trigger the way the OOTB one is configured to send the survey to the customer contact listed on the case. Screenshots as follows:
This is the “Customer Service Satisfaction Survey” trigger condition, where case and contact are set as table and user field, respectively. However, notice that contact is not an element in blue that indicates it can be selected in the user field. So, how was this done?
This is my trigger condition, which also does not include contact as blue data element that can be selected as a user field (survey recipient).
Thank you for any assistance.
Hi @MarkPenn
go to trigger condition table (asmt_condition) bring user field into the list view and you can update this field give the backend name of the Contact (contact)
if my response helped, please mark it as correct
Regards,
Kali
