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Setting up a Case Closed Thermometer in Salesforce

This guide will help you set up a survey to be fired once a case is closed within Salesforce for both Classic and Lightning versions.

If used with Cases, see how to write back ratings against the Case here.

Create your Salesforce Embedded Thermometer

Create a new Embedded Thermometer.

Choose “Salesforce” from the i) Embedded Thermometer type drop down box:

Generate your embed code

Click the Generate embed code button. You will see a window popup.

Customize the Placeholder custom fields as you see fit, with additional Salesforce Placeholders. The ones shown by default will track recipients’ details.

Click “Generate HTML”. Copy the embed code to your clipboard.

Add Thermometer icons to a Salesforce Template

Inside Salesforce, navigate to Setup > Communication templates > Classic Email Templates:

Create a new Template:

Select “Custom (without using Letterhead)” from the email template type section:Select Custom Template

Please note: the template type called “HTML (using letterhead)” should not be used as it will not render the HTML code correctly – any HTML code pasted into this template type will simply be displayed as code.

Give it a name and set the Template Information boxes:

Create your template, and paste in your survey embed code, copied from Customer Thermometer, to add your survey to the template. Customize as required:

Setting up your case closed template

Go to Service > Support Settings in Salesforce.

The locate the Case Closed Template setting:

Select your survey template and save!

That’s it! Sit back and watch your feedback roll in.

Final steps

Once you’ve embedded your Thermometer into Salesforce, you’ll need to finalize your landing pages. You can enable a comment field, add your logo, customize the wording, and lots more!

Simply go to ‘Manage Thermometers‘, and click to edit your Thermometer. Our guide to Creating landing pages will take you through the options…and if you’d like some inspiration, take a look at our top tips for beautiful landing pages.

Don’t forget you can also enable instant email alerts, and set a lockout to prevent the same person responding more than once within a chosen timeframe.

Updated on June 18, 2021

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