Use Record Alerts in a data map to monitor updates in records based on survey responses.
For example, if a customer gives a low rating for a support agent, Record Alerts can be defined to
notify the agent about the survey response immediately. You can see Record Alerts on the Alerts
component in the service console.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Unlimited, and Developer
Editions |
| Available with the Feedback Management - Starter or Feedback Management - Growth
licenses, and IndustriesServiceExcellenceAddOn and FSCAlertFramework |
For detailed setup and configuration steps, see Record Alerts in the Industries Common Features Guide.
- Create a Data Map to Get Alerts
Create a data map to receive record alerts for survey responses when defined conditions are met. For example, service agents can view alerts related to survey responses with negative customer feedback.
- Create Alerts for Survey Responses
Use record alerts on the Contact record page to receive alerts for survey responses. Service agents can view alerts related to customer feedback about closed cases, service quality, and more.
