CSAT/CES/NPS email template distribution in Salesforce Service Cloud

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At this point you should be already decided about the customer satisfaction metric you are planning to use and the distribution channel, which is “email template” in this case. Every step is the article is the same for CSAT, NPS and CES. Manual will show you steps with CSAT example.

 


Requirements

In this article

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


Connecting Service Cloud with Nicereply

1. Finish the integration of Nicereply app in Service Cloud by clicking on "done". Let Trigger setting blank.

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2. Start your 14-days free trial on Nicereply, if you don't have an account already. Sign-up here. 

3. Pick one the customer satisfaction metric, CSAT, NPS or CES, you want to start with. Click on “START WITH CSAT/NPS/CES”.

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4. From distribution options choose “EMAIL TEMPLATE”.

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

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

7. Click Continue to import your agents. 


Adding email template to Service Cloud

You're on the good way! To collect customer feedback, you need to place CSAT code (smiley faces) into your ServiceCloud email templates.

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

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

7. 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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 8. Now enter the subject of your new email template. Then switch back to your Nicereply account and copy code for smiley faces URL, then paste it into the HTML body.

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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>

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Then click Next.

9. Now we need to create text-only version. To do this Copy URL link preview and paste it into Salesforce text version. copy_preview.png

 

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Then click Save.

Don't forget to click finish setup in Nicereply account.

10. 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 CSAT (smiley faces) and all collected ratings will be stored in Nicereply under CSAT tab.

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

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