Salesforce CSAT Survey: How to Send CSAT Surveys from Salesforce

Customer Satisfaction Score (CSAT) is commonly used to measure support quality after customer interactions.

Teams using Salesforce Service Cloud often send CSAT surveys after:

• A support case is resolved
• A customer onboarding session
• A customer success interaction

Salesforce includes native survey functionality, but many teams extend it when they want more flexible surveys and better feedback analysis.

This guide shows how to send CSAT surveys through Salesforce and how to embed Elvan surveys into Salesforce workflows.

Does Salesforce Support CSAT Surveys?

Yes. Salesforce Surveys (available in Service Cloud) allow teams to:

• Create survey forms
• Send survey invitations via email
• Associate responses with contacts or cases

This works well for basic post-case feedback.

However, native surveys focus primarily on collecting responses rather than analyzing feedback trends or themes.

How Salesforce CSAT Surveys Typically Work

Most Salesforce CSAT programs follow a simple workflow:

1. A support case is marked as resolved
2. Salesforce triggers a follow-up email
3. The email includes a CSAT survey
4. The customer submits feedback
5. The response is stored in Salesforce

This is usually automated using:

• Case status triggers
• Flow automation
• Email templates

Many teams prefer embedding the survey directly in the email to improve response rates.

Using Elvan for Salesforce CSAT Surveys

Elvan acts as a survey layer on top of Salesforce.

Salesforce continues to handle:

• Customer records
• Workflow automation
• Email delivery

Elvan handles:

• Survey creation
• Response capture
• Satisfaction scoring
• Feedback analysis

How to Embed an Elvan CSAT Survey in Salesforce Email

Step 1: Create a CSAT Survey in Elvan

In Elvan:

1. Create a project
2. Select CSAT survey
3. Configure the rating scale
4. Publish the survey

Step 2: Copy the Email Embed Code

Go to:

Collect → Inline Embed

Copy the HTML embed snippet.

This displays the CSAT rating directly in the email.

Step 3: Add the Survey to a Salesforce Email Template

In Salesforce:

1. Open Email Templates
2. Insert a Custom HTML block
3. Paste the embed code
4. Replace the email placeholder with a merge field such as:

{!Contact.Email}

1. Save and test the template.

Step 4: Trigger the Survey Automatically

Use Salesforce automation to send the email when:

• Case status changes to Resolved
• Case status changes to Closed

The final workflow:

1. Case resolved
2. Salesforce sends CSAT email
3. Customer selects rating
4. Elvan records response

Why Teams Extend Salesforce CSAT Surveys

Teams often extend Salesforce surveys when they want:

• Automated satisfaction scoring
• Trend visibility across time
• Better analysis of written feedback
• Centralized reporting across multiple feedback sources

Elvan provides these capabilities without changing existing Salesforce workflows.

Final Thoughts

Salesforce works well for sending CSAT surveys after customer interactions.

When teams need deeper insight into feedback, they often add a dedicated survey layer.

Using Salesforce for automation and Elvan for survey analysis allows teams to:

• Collect CSAT automatically
• Track satisfaction trends
• Identify recurring support issues

This keeps customer operations inside Salesforce while improving how feedback is analyzed.