Surveys are Salesforce's built-in feedback collection tool — NPS surveys, post-Case CSAT, customer pulse questionnaires. The free tier (Salesforce Surveys) ships with most editions; paid tiers (Surveys+) add advanced features like CSAT scoring and embedded question types.
- Make sure Surveys are enabled
Setup → Survey Settings → tick Enable Surveys. Pick a default Public Site host (auto-creates an Experience Cloud site for survey delivery).
- Open the Surveys tab
App Launcher → Surveys.
- Click New
Pull up the Survey Builder.
- Set Survey Name and pick a Category
Category drives reporting groupings.
- Add Pages and Questions
Drag question types onto pages — Multiple Choice / Short Answer / Rating / NPS / Date / Picklist. Each question can be required, conditionally shown, or branched.
- Configure logic and branching
Question Logic ties answers to question visibility. NPS branching auto-routes detractors to a follow-up.
- Activate the survey → distribute
Activate generates a public URL or embeddable link. Distribute via Email Template merge field, embedded in Email Alert, or pushed to Cases on close.
Required.
A blank survey saves but is useless.
- Salesforce Surveys (the free tier) caps at 300 responses per month per org. Past that, responses still record but you need Surveys+ for unrestricted use.
- The auto-created Experience Cloud site for survey delivery has its own Guest User profile. Sharing rules / OWD on Survey Response need to allow public-write — easy to misconfigure.
- Branching logic is per-question, not per-page. Complex skip logic across pages is harder to model than in dedicated survey tools (Qualtrics, SurveyMonkey).