Use this guide to check that a test answer reached the right Salesforce records, and to see its links and CSAT or NPS score. For admins.
Before you start
- Set up write-back and switch it On. See Write answers back to Salesforce.
- Publish the survey and set up the survey site. See Set up the survey site (guided).
- Use a test record, such as a test Case, so you do not change customer data.
Send yourself a test answer
- Send the survey to yourself. Use the Email personal invitations card on the Send screen, or close a test Case if you use a Flow. See Send a survey.
- Open the survey from the email and answer the questions.
- Click Submit.
If the mapping is Create a new record, you can also answer from the public link. Answers from the public link are not linked to a Contact or Case.
Check the sync log
- Open the survey and click Response Mapping in the top bar.
- On the Sync log card, click Refresh. The newest row is your answer.
- Check that Result says Success and Details says what was created or updated, for example "Updated Case 00001033."
- Click Open record to open the record InPoll wrote.
If Result says Failed, read Details and see Check the sync log and retry.
Check the record
- On the record, compare each field with the answer you gave.
- For a new record, check also the fields you filled in part 4, such as the Contact and the Case.
- For an updated record, check that the fields you did not map are unchanged.
See the answers on the Case, Contact or Account
Every answer is linked to the records it is about. You can list the answers on those records with the related list InPoll Survey Responses.
- Open the Case, Contact or Account.
- In the related lists, find InPoll Survey Responses.
- Click the response number, for example SR#-3, to open the response.
If you do not see the related list, an admin adds it to the page layout of Case, Contact and Account. A Lead has the same list.
- In Setup, open Object Manager and choose the object.
- Open Page Layouts and edit the layout.
- Under Related Lists, drag InPoll Survey Responses onto the layout, then save. On a Lightning record page, add a Related List component for it.
What a response links to
Field on the response | What it shows |
|---|---|
Survey | The survey that was answered. |
Contact or Lead | The person the invitation was sent to. |
Case | The Case the invitation was about, when it came from a Flow on a Case. |
Account | The Account of the Case or of the Contact. |
Invitation | The personal invitation. Empty for answers from the public link. |
Sync Status | Pending, Synced or Failed. Sync Result repeats the message from the sync log. |
CSAT and NPS fields
InPoll stores a score on every response. It reads the first rating question of the survey. An NPS survey fills the NPS fields. Any other survey fills the CSAT fields.
Field | What it holds |
|---|---|
CSAT Score | The answer to the first rating question, for example 4. |
CSAT Scale | The highest possible score, for example 5. |
CSAT Satisfied | Ticked when the score is in the top 40 percent of the scale, for example 4 or 5 out of 5. |
NPS Score | The answer on a 0 to 10 scale. |
NPS Category | Promoter, Passive or Detractor. |
NPS Value | 100 for a Promoter, 0 for a Passive and -100 for a Detractor. The average of this field in a report is the Net Promoter Score. |
To use a score on the Case itself, map it to a Case field in part 4. See Write answers back to Salesforce. To report on scores, see Report on CSAT and NPS.
See the answer in InPoll
In the survey, open Summary and click the Responses tab. The Respondent column shows who answered and what the answer is about, for example "Dana Demo · Case 00001028 · Acme Demo Ltd". The Score column shows the score, for example "4 of 5" or "9 · Promoter".
Tips
- Test records stay in Salesforce after your test. Delete or edit them yourself when you are done.
- A second answer from the same personal link is not possible. For each new test, send a new invitation.