You do not hand-create Survey Response records; Salesforce writes them when someone submits a survey. What you configure is the surrounding setup so responses are captured against the right records and are easy to report on. These steps assume Salesforce Surveys or Feedback Management is already enabled.
- Confirm your survey product and limits
In Setup, check whether your org has Standard Platform Surveys (300 responses) or a Feedback Management license. This tells you how many responses you can store and whether advanced settings are available.
- Associate the survey with a record
When you send the invitation, set the survey subject so each response ties to the case, contact, or account it concerns. This is what gives later analysis its context.
- Automate the send
Use a record-triggered flow (for example, when a case is closed) to create and send the invitation automatically, so responses arrive at the right moment in the customer relationship.
- Build a custom report type
Create a report type over Survey Response with its question responses and scores so answers appear as report fields, then build dashboards for trends like CSAT or NPS over time.
- Act on low scores
Add a flow that watches completed responses and routes any low score back to the owning record, reopening a case or creating a follow-up task.
The record (case, contact, account, and so on) a response is linked to through its invitation; set it so feedback has context.
Filter reports on the completed status so partial or in-progress responses do not inflate your totals.
The report type spanning the survey objects that exposes question answers and scores as reportable fields.
A Feedback Management feature that scores open-text answers by theme and tone for richer analysis.
- Counting every response row inflates results; abandoned attempts exist as in-progress responses, so filter on completed status.
- Reading answers off the parent Survey Response will not work; individual answers live on child Survey Question Response (or Survey Question Score) records.
- Responses with no survey subject lose most of their diagnostic value because you cannot segment them by account, case, or agent.
- Standard Platform Surveys stop at 300 responses; once you cross that, you need a Feedback Management license or new invitations will not collect more.