What is the purpose of a send survey invitation action?

The purpose of a send survey invitation action is to facilitate the automatic delivery of a survey to customers based on specific criteria related to other records. This means that when a particular action occurs or a condition is met in the system, such as the completion of a service interaction or a purchase, the system can trigger the survey invitation. This targeted approach ensures that feedback is gathered at moments that are most relevant and timely, thereby improving the quality and usefulness of the data collected.

This action is particularly effective in service cloud environments where understanding the customer's experience and gathering insights on specific interactions can play a crucial role in enhancing service quality and overall customer satisfaction. By basing the survey invitations on related records, it allows for a more contextual and focused feedback process, making it easier for businesses to identify trends and areas for improvement based on customer experiences linked to specific transactions or service events.