Survey workflows are automated, step-by-step processes designed to accomplish specific goals, such as distributing surveys or integrating with external systems. Triggered by specific events, these workflows follow set conditions and actions to achieve their desired outcome.

Key Components of Survey Workflows:

• Trigger Event: The starting point that initiates the workflow, such as a user action or an initiating event.

• Conditions: Criteria determine the workflow's path and ensure that specific requirements are met before proceeding.

• Actions: Tasks executed as part of the workflow, including sending surveys and creating or updating records internally or externally.

• End Point: The conclusion of the workflow, where all defined actions have been completed.

Organizations can automate survey distribution and integrate external systems by leveraging these components and supported event types.

Business Problems Solved

• Post Purchase Customer Feedback: Survey workflows can be used to collect customer feedback after specific actions, such as purchasing.

  Example: A business might trigger a survey invitation when a customer's profile is updated with a new purchase. The workflow automatically sends a personalized survey asking about product satisfaction and delivery experience. The collected data can then be used to improve customer satisfaction and optimize product offerings.

• Automate Customer Complaint Resolution: Survey workflows can help businesses automate responses based on customer feedback.

  Example: A workflow can trigger follow-up actions when a customer submits a negative survey response. If a customer rates their support experience poorly, the workflow can automatically create a support case, assign it to an agent, and send a follow-up email offering additional assistance. This ensures prompt and efficient issue resolution without the need for manual intervention.

• Salesforce Integration for Post-Service Feedback: Automated workflows simplify the post-service survey process. A survey is automatically sent to the customer when a case is closed in Salesforce. Once the customer completes the survey, their responses are added to the case in Salesforce, and the case status is updated to Survey Complete. This automation makes the feedback process seamless and efficient.

• Re-engagement Survey for Inactive Customers: If an automated workflow is setup to engage with customers.

  Example: If a customer gives positive feedback, they automatically receive an incentive, like a coupon, to encourage further action. If the feedback is negative, a case is created, prompting a follow-up from the team to address any issues. This automation ensures efficient handling of customer responses, improving engagement and resolution.

• Personalized Promotional Survey Campaigns: Helps to set up an automated workflow to send surveys to customers based on specific actions or criteria, like making a purchase or interacting with a product. When the conditions are met, the system automatically triggers the survey, which may include relevant questions and incentives to encourage participation, boosting engagement and satisfaction.

Value Additions

• Engagement Managers: Use automated workflows for real-time feedback and quick responses.

• Customer Retention Specialists: Engage customers proactively based on activity to boost retention.

• Business Analysts: Integrate systems for efficient data capture and reduced manual errors.

• Support Managers: Automate case creation from negative feedback to ensure timely issue resolution.

• Customer Experience Managers: React faster to feedback, enhancing customer interactions.

• Product Managers: Automate feedback collection for data-driven decisions on product and strategy improvements.

Prerequisites

This feature is generally available as part of CFM so accessing Workflows doesn’t require any specific permissions.

Configuration Steps

Let's have a look at the steps to access configuration steps:

1. Go to + New Page > Sprinklr Insights > Customer Feedback Management.

2. Click Create Survey or open an existing survey and navigate to Workflows.

   Here workflows can be triggered in multiple ways from a single place. This aims to streamline workflow management and offer greater flexibility by consolidating all supported trigger events in one place, allowing you to set up workflows more easily in response to a broader range of events, without navigating through multiple modules or interfaces.

3. Click Create Workflow.

   

4. Select the Event that best suits your workflow.

   Event-based triggers in CFM Workflows are actions or data changes that initiate a workflow, such as survey responses, customer profile updates, or external updates from systems like Salesforce. These triggers help automate survey distribution and integrate external systems.

   

   Let's have a look at the three primary event types available:

   1. Survey Response: Triggered when a survey response is submitted.

   2. Salesforce Outbound Message: Triggered when Salesforce flow conditions are met and an outbound message is received in Sprinklr.

   3. Sprinklr Audience Profile: Triggered when a profile is created or updated through the CFM Workflow API.

5. Click Next.

The chosen event dictates the actions and conditions that can be applied within the workflow, and are triggered based on the event's occurrence.

Summary

Here’s a brief overview of the supported workflow events, typical use cases, and how to implement them:

Refer to individual articles to deepdive into configuration of Survey Response Event, Salesforce Outbound Message Event, Sprinklr Audience Profile Event.

Manage Workflows

The Workflows Record Manager in CFM gives you a centralized hub to efficiently manage all your workflows within the CFM module. It provides a clear, organized overview of your existing workflows, including their status and configurations, allowing you to easily track, monitor, and update them as needed.

Click Vertical Ellipses against each workflow.

• Edit Workflow: Modify the workflow setup by adding, removing, or adjusting conditions, actions, or event configurations within the workflow structure to better align with your needs.

• Edit Details: Revise the administrative details of the workflow, including its name, description, start and end dates, and event-specific settings (like Salesforce configuration), to keep the workflow aligned with current requirements.

• Activate: If the workflow is paused or in draft, this action activates it, triggering the associated actions according to the workflow configuration.

• Clone: Creates an exact copy of the existing workflow, enabling reuse and modifications while preserving the original workflow intact.

• Delete: Permanently deletes the workflow, along with all associated actions and settings, without the possibility of recovery.

• Copy Callback URL: Copies the workflow's callback URL to the clipboard, ready to be used in the Salesforce outbound message setup.

• Copy Workflow ID: Copies the workflow ID to your clipboard for use while setting up the Workflow API

You can also access from the record manager and manage the workflows:

• Search: Search for specific workflows using keywords.

• Refresh: Refresh the record manager to display the latest workflows and updates.

• Manage Columns: Hide or unhide specific columns to create a personalized record manager view.

• Add Workflow: Create new workflows.