Customer Effort Score (CES) email template distribution in Salesforce Service Cloud

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This article will show you how to start measuring Customer Effort Score (CES) directly in your Salesforce Service Cloud email template (signature).


Requirements

In this article

NOTE: every step is the article is the same for CSAT, NPS and CES


Connecting Service Cloud with Nicereply

1. First, go to Salesforce AppExchange and search for Nicereply

2. Then, click Get It Now and Log in to your Salesforce account

3. Choose Install in Production

4. Agree to terms and conditions, click Confirm and Install and Log in once again

5. Choose whether to install Nicereply for admins only, all users or specific profiles and click Install 

6. Now, approve Nicereply access

7. Finally, leave trigger setting blank and click Done

8. Now Continue the set up by going into your Nicereply account. Choose the CES metric in the “left menu” in your Nicereply account. Click on START CES. If you do not see the START CES button click on CES - Surveys - ADD SURVEY

9. From distribution options choose EMAIL TEMPLATE

10. You’re on the app directory page now, click on Service Cloud (SalesForce) icon.

11. In the next step log in into your Salesforce account, and then when asked whether you want to connect Nicereply with Salesforce click Allow.

12. Add your user from Salesforce to Nicereply by clicking continue.


Adding email template to Service Cloud

13. You're on the good way! To collect customer feedback, you need to place CES code into your ServiceCloud email templates. Now copy CES code.

14. Go to your Service Cloud account > click Setup > Email > Classic Email Templates. Then click New Template.

15. In the next step you need to choose the type of email template you would like to create. Choose Custom and click Next.

16. Now insert email template Name, Folder where you want to store it, and allow available for use option. Then click next.

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17. Now enter the subject of your new email template. Then paste the CES code you've copied in the step 13 into the HTML body.

18. Note: If you want your email template to have other parts, such as greeting or date, insert this code in front of the Nicereply code:

<p>{!Today}<br /><br />Dear {!NullValue(Contact.FirstName, "Sir or Madam")},<br /><br /><br />Sincerely,<br /><br />{!User.FullName}<br />{!Organization.Name}<br />{!User.Email}</p>

Then click Next.

19. Now we need to create text-only version. To do this Go back to Nicereply, scroll down, copy the text-only version and paste it into Salesforce text version.

Then click Save.

Don't forget to click Confirm setup completion in Nicereply account.

20. When you'll want to use your new Nicereply template when replying to a case, open that case, click email, and then  click insert, create or update email template. Click insert email template. Then choose your new Nicereply email template.

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Setting Nicereply email template as default

If you want to set the email template you've created as default follow these simple steps.


Good job!

Your email templates will now contain CES and all collected ratings will be stored in Nicereply under CES tab.

And rating value and comment is pushed in your Service Cloud case.

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