Feedback Management builds on Surveys, so setup means enabling the base feature, granting the advanced permission, and then turning on the specific capability you need. These steps assume your org already has a Feedback Management license provisioned.
- Enable Surveys
In Setup, go to the Survey Settings page and turn Surveys on. Pick a default community or site so survey invitations have a public URL participants can open. This is the foundation that Feedback Management extends.
- Grant advanced features
Create or edit a permission set and enable the Salesforce Surveys Advanced Features setting, then assign it to the users who will build surveys. Standard survey permissions alone do not unlock merge fields, data maps, or sentiment.
- Build a survey with merge fields
Open the Survey Builder and add your questions. Insert merge fields where you want personalized text so each participant sees details from their own record and related records.
- Create a data map
In the survey, configure a data map that points a response to a field on a Salesforce object. Choose whether the response updates an existing record or creates a new one, so answers post back to the CRM automatically.
- Distribute and analyze
Send the survey by email, link, QR code, post-chat prompt, or a Flow trigger. Use the survey custom report types and the Customer Lifecycle Analytics app to track scores and sentiment over time.
The Setup page where you enable Surveys and choose the default site that hosts invitation links.
The permission-set setting that unlocks merge fields, data maps, and other Feedback Management capabilities for a user.
The configuration that writes a survey response to a field on a Salesforce object, creating or updating the record.
The natural language processing feature that scores tone and extracts key phrases from free-text answers; enabled separately.
- Standard platform surveys cap at 300 responses and exclude advanced settings; merge fields, data maps, and sentiment require a Feedback Management license, not the Survey Response Pack.
- Check the response count in Survey setup to confirm the tier: increments of 1,000 mean a Response Pack, 100,000 means Starter, and unlimited means Growth.
- Users need the Salesforce Surveys Advanced Features permission in addition to a license, or the advanced options stay hidden in the builder.
- Sentiment Insights relies on a separate natural language processing service, so enabling it is a distinct step from switching on core surveys.