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Welcome to the new Service Cloud Channels Section

UnofficialSF.com has added a new section devoted to Service Cloud channel functionality, which is increasingly driven by flow-based services. Check it out here. If you know of a good post or page on the topic, don’t hesitate to let us know via the form on the home page.

From: Shantinath Patil: Review Your Resource

In Spring 22, the Salesforce scheduler has given a new feature: enabling rendering HTML tags in Service Resource cards. This new feature has opened up many possibilities to show additional information about the resource. This help guide lets you add fields to the Service Resource cards: https://help.salesforce.com/s/articleView?id=sf.ls_change_the_fields_that_appear_on_the_service_resource_cards.htm&type=5. Peer reviews and ratings are common decision making […]

How I Built This: Drive Your Survey Automations with Flow – Part 2

The Use Case The customer wanted to update several fields on the related Case that tracked whether the person responded to the latest survey, and then update the Case status appropriately based on a specific question’s response.  They also wanted to send an in-app alert to a Queue if the person responded extremely negatively to […]

How I Built This: Drive Your Survey Automations with Flow – Part 1

I’ve seen quite a number of people asking how to drive automations using Salesforce Surveys and Flow and thought I would share a solution I’ve used in a recent project that utilizes Custom Metadata records to intelligently drive automation based on specific responses. First, I will say that for basic automations the Surveys add-on called […]

Survey Invitations Demystified: Part 1 Builder

You can generate several types of invitations for your survey depending on the business use-cases of your organization. Some of the use cases would require the survey api’s while for certain others you can use the default invitations provided in the builder. In a series of posts, we are going to be discussing some of […]