Trigger Survey for ESC portal satisfaction survey

[Bhavya11]

Hi,

i want to trigger the Survey for all active User how were using ESC portal from 10th of May 2024 to till the date to take experience of new ESC portal over old SP portal.

i want to create  the  trigger condition for Survey but i bit confused which User field to choose in this case how to proceed with this.

Please Suggest.

Thanks,

BK

[Mark Manders · Accepted solution]

How are you trying to trigger this? A trigger needs to be pulled, so what exactly are you planning on changing on the user record to trigger this? 

And you are correct about your issue: this is the wrong table, because it doesn't contain the user.

Create a flow or scheduled job to create the assessments based on the users you select. Do a lookup to the users and for every user create the assessment instance.

[Community Alums]

Hi Bhavya,

In general, when we would want to add survey to esc/sp, we need to create trigger condition on incident/service request table as OOB service portal supports these types of records.

Example 1: when ever the sc_request is closed and we want to trigger a survey to the requested for user, we need to create trigger condition on sc_request table and with user field as 'requested for'

Example 2: when ever incident is resolved and we want to trigger a survey to the user, we need to create trigger condition on incident table and user field would be 'caller'.

We had implemented this in our customer instances to trigger surveys when ever incident and request are closed for ESC portal.

Please mark this as helpful if it works.

Thanks,

Sravani