Service Cloud Surveys (Feedback Management)

Use This Skill When

• Wiring post-case, post-chat, or post-call surveys triggered from Service Cloud journeys.
• Distinguishing authenticated (community/portal user) versus unauthenticated (email/link, guest) invitation paths.
• Persisting survey answers back onto Case, Contact, or Account for reporting and closed-loop follow-up.
• Deciding between UI-driven Survey Builder configuration and API-driven invitation generation for automation.

Core Workflow