Customer service satisfaction surveys

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Customers can complete a satisfaction survey when they accept a case solution or close a case from the Customer Service Portal.

    When a customer accepts a proposed solution for a case by clicking Accept Solution on the case record or closes a case by clicking Close Case, they can access a satisfaction survey in the Customer Service Portal. Customers have the option of completing or skipping the survey.

    If a customer is using the email communication channel, the system sends an email with a link to a customer satisfaction survey when an agent closes a case. The customer can click on this link to complete the survey.
    Note:
    One survey can be generated per case. If a survey has already been generated for a case, a second survey cannot be generated even if a case is reopened and closed again.

    The Customer Service application includes a default survey that you can customize as needed. To customize the default survey, navigate to Survey > View Surveys and select Customer Service Satisfaction Survey from the list of assessment metric types. To edit the default survey, open the survey and click the Survey Designer button.

    You can also design your own survey using the survey designer tool. After designing a survey, be sure to select a condition for triggering the survey.