Skip Logic for a Group of Questions

Simple Survey recently introduced the ability to skip questions based on the answer to a prior question. To simplify the creation of skip conditions, the Survey Builder could create a mechanism to group a series of questions together that would have a single set of skip conditions defined. For example, if you wanted to build a survey where several questions were asked when people gave a Thumbs Up, but those questions would be skipped when people gave a Thumbs Down. Currently, you would have to replicate the same skip condition on each of the questions.

A/B Question Testing and Comparison

Simple Survey recently introduced the ability to randomize the order of picklist options on the survey landing page to avoid option bias. To continue down this path, we could create a mechanism that would group two questions together as an A/B test. Survey takers would only ever see one of the questions in the group.

Initially, the landing page would evenly pick between the two questions in the A/B test to display. As more responses are received, the landing page would (optionally) start to prioritize one of the questions based on the greater response rate, with the goal being to improve the overall response rate and completeness of the survey.

In Survey Insights, the questions in the A/B group would be displayed together, perhaps side-by-side to easily compare between the two questions.

Initial Question Type - Numerical Rating Pain Scale

As more people start to build transactional programs for monitoring patient health, Simple Survey should introduce an initial question for a Numerical Rating Pain Scale. This rating scale is from 0 to 10, similar to NPS, but is used/interpreted much differently. In essence, this is an 11-step scale where 0 represents no pain, 5 represents moderate pain, and 10 represents the worst possible pain. 

 

Question Type with Images as Answers

Essentially this would be a picklist or multi-select picklist question where one would configure an image to correlate to a picklist choice. For example, if you wanted to ask the question, "Which of the following patterns would you like to see in our next throw pillow design?" where each option would then be an image to select.

Intelligently Set/Organize Case Flags Timing when Splitting

When splitting to a new or existing case, Case Split should recognize the existing state of the flagged case, set the flag and timing appropriately based on which messages/objects are split to the new case, and organize/update the related history tracking records to match the original and new cases involved with the split process. 

This will ensure that metrics on both the original and the newly split cases are set properly, rather than be based on the timing of the split operation.

Different Fieldsets for Private and Public Comments

The Email to Case Premium New Comment Page allows you to have a fieldset where you can select the specific fields that the user can update when sending a comment. However, there may be different fields, required or by process/practice, appropriate when sending a private comment compared to when sending a public comment.

The current workaround is to include all of the fields needed for either private or public comments (let alone differences for record types) in the fieldset. This may create confusion for users, especially if there is underlying validation for those fields, and there is no specific way to guide these users as to which fields are appropriate.

Define Timeline Filters in Setup

Create a system that would allow administrators to definite their own custom filters for the Timeline component. Currently, the Timeline has a small number of filters for public/private/draft comments and field updates. This would allow the administrator to pre-define custom filters related to their own operations. Examples:

• Comments that include file attachments as a means to quickly filter down the timeline to find a particular file. 
• Comments that include specific text in the comment or made by an automated user related to a business process.

Administrators should be able to name the filter that would show as an option in the list of available filters.

"Content Only" Question

In the new Simple Survey landing page format, we could create the means to have a separator question that displayed rich-text content only. Survey takers would just swipe/click to the next question. This would allow the survey design to accommodate more descriptive text before a question, break up the survey into a logical section, display related information from Salesforce to the recipient, add images/videos, etc.

I've seen similar concepts where a question might say, "Thank you for providing some feedback about your support experience. The next couple of questions are about the product itself." Right now, the only way to handle this is to make VERY long questions that force the survey taker to scroll down to the answers on mobile.

Automatically Redact Sensitive Information when creating Case Communications

When a support agent sends an email to a customer, E2CP could detect specific patterns of information that would automatically (or selectively) be redacted when creating comments and/or saving to the comment history fields.

In addition, perhaps Canned Comments should have a “redact” option when inserting certain data into a comment, such as an account number where it would only show the last 4 digits.

This could help control the spread of sensitive customer information as case comments and email messages generally allow for broader visibility, where the field values can be protected with sharing/permissions.

Filter for "file uploaded to case" in case comment layout

In Case comments layout we have four checkbox to filter 
public comments
draft comments
private comments
field history

similarly my users want to have a filter for "file uploaded to case"

this is to filter out all comments related to file uploads
since its becoming difficult to view comment list as most of them in between are of file uploads. 

let me know if there is any option for that now or in near future..

Use Picklist as Initial Question

When creating a new survey template, the admin defines a custom rating scale by using either a picklist or a global picklist as the initial question. This question could then be used as a 1-click response in the email template that is sent to collect that feedback from the initial click.

This initial question would display much in the same way that a current "Questionnaire" style survey displays with the first landing page question as a picklist with the answer already selected. This would not attempt to have the scoring at the top of the landing page as seen in NPS, CSat, and Thumbs Up/Down style surveys.

Font Color of Warning

    
    The case comments provide an alert if attachments are included or not.
    currently its gray color font 
    users want to have a red font 
    please can you have it ?

Attached screenshot



 

Retain Existing Flag or Set/Clear Flag during Merge Process

When merging a case, adding the related objects, email messages, case comments, etc. often results in the inadvertent clearing of the flag on the selected master case. In Case Flags, we should create an event rule that allows the admin to determine whether to retain the current flag state on the master case, inherit the flag state of a child case, or to set/clear the flag during the merge operation.

For example, when merging two cases together, the existing "In Progress" case is not flagged and the "New" duplicate case is flagged. The existing "In Progress" case should be set as the master case, but since the duplicate was created from a customer action, the resulting merged case should be flagged for follow-up, inheriting the Case Flags timing from the 2nd case.

What complicates this scenario is handling any existing Case Flags History Tracking records. If both of the cases above have been worked, it is possible that the history tracking records will overlap each other and create issues for any reporting. 

In a second example, merging two cases together where the existing "In Progress" case is not flagged, but the "New" duplicate case was created from an out-of-office message or vacation auto-responder. Again, the existing "In Progress" case should be set as the master but not inherit the Case Flags timing from the child case. (Hopefully, they will use the Clean Merge option when merging.)

We should add the appropriate settings and affordances in both Case Flags and Case Merge Premium to accommodate user actions and admin setup preferences.

Prevent flagging cases for OOO emails

Next to the setting for Set Flag on Inbound Email, we should provide an option to define specific Auto-Reply email headers.

If an incoming email contains these headers, the OOO comment should still be added, but the flag should not be set.

Send Same Comment to Multiple Cases

We are in a situation where the Support department wants to send the same comment on 300+ cases. Rather than going into each case to add the comment, they are looking for an ability to email en masse so that the comment is on the case and the email is triggered.