How to Send a Survey After a Case Closes in Salesforce

How to automate post-case CSAT surveys in Salesforce

This uses Salesforce Surveys and Flow Builder. Both are standard Salesforce tools.

1. 1

   Build the survey

   Create a Salesforce Survey with your CSAT question, for example a 1 to 5 rating and an open comment. Activate it.

2. 2

   Create a record-triggered Flow on Case

   In Setup, open Flows and click New Flow. Choose a record-triggered flow on Case. Set it to run when a record is updated, and set the entry condition to Status equals Closed. Run it only when the status changes, so it does not fire twice.

3. 3

   Skip contacts who got a survey recently

   Add a Get Records element for survey invitations to the same contact in the last few days. Add a Decision that stops the flow if one is found. This prevents survey fatigue.

4. 4

   Send the invitation

   Add the Send Survey Invitation action. Choose your survey and the case contact as the recipient. The action emails the invitation. It is available from API version 47.0 and needs Surveys to be enabled.

5. 5

   Act on low scores

   Build a second record-triggered flow on the survey response records. If the score is below your threshold, create a task for the case owner or notify the service manager.

6. 6

   Test with a sandbox case

   Close a test case in a sandbox, check the email, submit a low score, and confirm the follow-up task is created.

Sources: Salesforce Developer Docs: Send Survey Invitation action; Salesforce Trailhead: Automate Your Survey Invitations

The Challenge

Manually sending customer satisfaction surveys after case resolution is inconsistent and often forgotten, leading to low response rates and incomplete feedback data. When survey scores do come in, there is rarely an automated process to escalate negative feedback or trigger follow-up actions. Admins struggle to maintain survey logic across different case types, priorities, and service channels.

Or let Clientell AI do it

Clientell AI lets you define your survey trigger criteria and follow-up rules in plain English, then automatically builds the Salesforce Flows to send surveys at the right time after case closure. It configures score-based routing so that low CSAT scores automatically create follow-up tasks, escalate to managers, or reopen cases based on your policies.

How It Works

1. 1

   Describe survey criteria

   Specify which closed cases should trigger surveys, timing delays after closure, survey frequency limits per contact, and which channels to use for survey delivery.

2. 2

   AI generates survey flows

   Clientell AI creates the record-triggered Flows for survey dispatch, score capture, and conditional follow-up actions based on your defined thresholds and escalation paths.

3. 3

   Review follow-up logic

   Validate that survey triggers fire correctly for different case types and that score-based actions such as task creation, case reopening, or manager alerts work as intended.

4. 4

   Activate in production

   Deploy the survey automation to your live environment, enabling consistent feedback collection and automated response workflows for every qualifying closed case.

Frequently Asked Questions

Can I prevent survey fatigue by limiting how often a contact receives surveys?

Yes. You can configure frequency caps such as one survey per contact per 30 days, or limit surveys to specific case types. The automation tracks when a contact last received a survey and suppresses additional sends within your defined cooldown period.

What happens when a customer gives a low CSAT score?

You define the threshold and response actions. Common configurations include automatically creating a follow-up task for the case owner, sending an alert to a service manager, reopening the case, or routing to a customer retention queue.

Does this work with Salesforce Surveys or third-party tools?

Clientell AI can configure automation for native Salesforce Surveys as well as integrations with third-party survey platforms that write scores back to Salesforce via custom fields. The follow-up logic works regardless of where the survey score originates.

How do I track CSAT in Salesforce?

Send a short survey after each case closes and store the score on the survey response. Then build a report on the scores grouped by case type, agent or month.

Can I send a post-chat survey in Salesforce?

Yes. The same Send Survey Invitation action works from a flow that runs when a chat ends. Use the chat's contact as the recipient.

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