How to Send Case Survey to SuppliedEmail on Case Closure?

Question

I have created a survey to collect customer feedback, and I would like to send it to the email address in the “SuppliedEmail” field on the Case. I have explored using Case Auto-Response Rules and the Support Settings – Customer Feedback Survey, but I was unable to find a way to send the survey to the SuppliedEmail field. I also created a Flow, but I couldn’t figure out how to send the survey to the SuppliedEmail. Is there any way to achieve this?

Answer

From Case Auto-Response Rules:

In field you can map Case: Web Email which is basically SuppliedEmail (api name).

From Salesforce Flow:

You need to create a formula field on case object let’s say Sample Email, which can get the value of Web Email and that field can be used in

1. Select the apex action named “Send Survey Invitation”.
   

2. Configure Survey Name and for Survey Recipient select {!$Record.Sample_Email__c}.

3. Configure the required fields and trigger the flow it should send the survey to respective email address configured.

Alternative Method (Using Apex):

If the survey requires more advanced customization or handling, you can use Apex code to send the email and embed the survey link programmatically. Here’s a simple outline:

1. Query the SuppliedEmail field of the Case.
2. Construct the email with the survey link.
3. Use the Messaging class to send the email.

Example

public class CaseSurveySender {
    public static void sendSurvey(String caseId) {
        Case c = [SELECT SuppliedEmail FROM Case WHERE Id = :caseId LIMIT 1];
        
        if (c.SuppliedEmail != null) {
            Messaging.SingleEmailMessage mail = new Messaging.SingleEmailMessage();
            mail.setToAddresses(new String[] {c.SuppliedEmail});
            mail.setSubject('Customer Feedback Survey');
            mail.setPlainTextBody('Please take a moment to fill out our survey: [Survey Link]');
            Messaging.sendEmail(new Messaging.SingleEmailMessage[] {mail});
        }
    }
}

This Apex method can be called from a trigger or invoked within a Flow (via Apex Action) to send the survey email when the case is closed.

Explanation of Key Parts:

• SOQL Query: We retrieve the SuppliedEmail field from the Case record. The WHERE clause makes sure we only retrieve the case with the given caseId.
• Null Check: It’s important to check if the SuppliedEmail is not null to avoid sending an email with no recipient.
• Messaging.SingleEmailMessage: This class handles the email composition. You can set multiple parameters like recipient, subject, body, etc.
• Email Sending: Messaging.sendEmail() sends the email to the specified recipient.

Steps to Send the Survey:

1. Query the Case Record:
   First, you need to query the Case record using the Case ID to retrieve the SuppliedEmail field. This is the email address where you want to send the survey.
2. Check if SuppliedEmail is Available:
   After retrieving the Case, you need to check whether the SuppliedEmail field contains a valid email address. If it’s empty, the survey can’t be sent.
3. Create the Email Message:
   Using Salesforce’s email functionality, you can create an email message where you will define the recipient, subject, and body. The recipient is the SuppliedEmail field, which holds the customer’s email address. The subject could be something like “Customer Feedback Survey” and the body would contain a link to the survey.
4. Send the Email:
   After composing the email, you would use Salesforce’s email service to send the message. The email will be delivered to the customer’s email address.
5. Triggering the Email:
   This method can be triggered when the Case status changes to Closed. This can be done either through an Apex trigger or Flow. When the status changes, the system will automatically send the survey to the customer’s SuppliedEmail field.

Benefits of Using Apex:

• Flexibility: You have full control over the email content, including the ability to customize the subject, body, and even embed dynamic content such as the survey link.
• Automation: The survey can be automatically triggered as soon as the Case is closed, ensuring customers receive it without manual intervention.
• Error Handling: Apex provides more robust error handling and customization for different scenarios, such as retrying the email if it fails.

This method gives you the flexibility to send a survey directly to the customer based on the data in the SuppliedEmail field, and it can be customized further depending on your needs.

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