How to limit the number of surveys sent – part 2
This blog outlines the steps needed to update a cross-object every time Salesforce sends out a survey via workflow. Make sure to test this in Sandbox before deploying to Production environment. Also, if you haven’t read Part 1 of this article, I recommend you click here to do that before following the steps below.
Step 1: Begin by updating your existing Workflow to send out the Email Alerts with the survey link in them.
Step 2: Create two new fields on the Contact object. Call one “Survey Last Updated Date” and the other “Survey Sent Date.” Note Last Survey Updated Date is done through Clicktools mapping and is available to everyone. You can use this field to restrict the number of surveys completed (e.g. say you only want one completed survey every three months, etc). This is where you can get creative and reduce survey fatigue.
Step 3: Create a new field on the Case object. Call it “Survey Ready Checkbox.”
Step 4: Now add one “field update” to you workflow to tick the checkbox for the “Survey Ready Checkbox” and make sure to click “Re-Evaluate after every run.” This part is important because you want the system to be able to update the checkbox each time the workflow activates!
Step 5: PROCESS BUILDER: The “Survey Ready Checkbox” is our trigger for the Process Builder. The ONLY criteria of your new Process Builder is that the “Survey Ready Checkbox=TRUE.” Once this happens, update a field on the Contact object “Last Survey Sent” and use formula “Today()” to put in today’s date.
See screenshots below for each part of the Process Builder setup:
Note: Select Case as the Object and make sure it’s only starting the process when a record is created or edited.
When specifying the criteria, make sure the Advanced part has the checkbox ticked. Then simply tell the system to trigger when the checkbox on the case object is checked. This is what the workflow does in the first step.
To complete this process, you want to use a field update (in this case, Case.Contact ID) to update the record every time (no criteria option). Because the criteria are already defined in the Workflow and this process builder only activates after the workflow does, use formula=Today() to update your “last survey sent date” field.
To recap: Your original workflow remains unchanged. You’re just adding more criteria to reduce the number of surveys sent and updating the “checkbox.” Once the checkbox is checked, the Process Builder activates and updates the “last survey sent” date on the Contact record!