Customer Onboarding Feedback Form

The Customer Onboarding Feedback Form is an overridable screen Flow that gathers information from customers to help understand their experience in the context of an onboarding project.  It allows you to collect customer sentiment and feedback about a project to gain better awareness of how your customers experience your onboarding process.  The Customer Onboarding Feedback Flow is an overridable Flow, so administrators can save their own instance to customize how it works.

Using Salesforce Sites, it is possible to provide access to the Customer Onboarding Feedback Form to external customers for designated projects. By setting up a site to host the Customer Onboarding Feedback Form, you will have the ability to generate a unique URL that can then be shared with any customer. This link will allow a customer to use the Customer Onboarding Feedback Form without having to log in to Salesforce.

While initial setup for Salesforce Sites requires a System Administrator, generating and sharing a link to the Customer Onboarding Feedback Form can be done by any user who has access to a given project. However, if you would like to add an extra level of security around the ability to share the Onboarding Feedback Form, you can use validation rules to do so.  TaskRay comes with an inactive validation rule on the TaskRay Project object to restrict generating a feedback form link, which you can activate at any time.

Configuration Overview

This section will outline all the steps to configure using our out-of-the-box Onboarding Feedback Forms utility in Tools and Settings that allows you to set up certain parts of the feature in a matter of a few clicks.

Below are the high-level steps for configuring and using this feature:

1. Register Salesforce Site Domain (through Setup)
2. Create New Salesforce Site (through Setup)
3. Complete Onboarding Feedback Forms Utility (through TaskRay Tools and Settings); the utility will configure the following:
   
   1. Assign a TaskRay License and Permission Set to the Site Guest User
   2. Create Sharing Rules on the TaskRay Project for the Site Guest User
   3. Add Fields to Project (through Setup)

Additionally, the Feedback Form is customizable to your specific use case. Once the feature is fully configured, you can override the packaged flow with a custom instance (e.g., additional questions could be added). Details on that can be found in this article.

Step 1: Register Salesforce Site Domain [Admin]

The first step to set up Salesforce Sites is to register a Salesforce domain. If you have already done this, you can skip to the next section of this article. 

1. From Setup, navigate to:
   • Lightning: User Interface | Sites and Domains | Sites.
   • Classic: Build | Develop | Sites.
2. In the box at the bottom of the page, enter a domain name and click on Check Availability. If it is not available, enter a new domain name.
3. If it is available, select the I have read and accepted the Salesforce Sites Terms of Use checkbox.
4. Click Register My Salesforce Site Domain.

Create New Salesforce Site [Admin]

1. If you are not already on that page, from Setup, navigate to:
   • Lightning: User Interface | Sites and Domains | Sites.
   • Classic: Build | Develop | Sites.
2. In the Sites section at the bottom of the page, click New.
3. Enter a Site Label (i.e. "TaskRay External Forms").
4. The Site Name should automatically generate based on the label that you enter.
5. [Optional] Enter a Site Description.
6. If necessary, change the Site Contact.
7. Select Active Site Home Page by clicking on the lookup icon next to the field. In the window that comes up, select trExternalForm.
8. Make sure the Require Secure Connections (HTTPS) and Upgrade all requests to HTTPS checkboxes are checked.
9. Click Save.
10. On the Site Details page, click Activate.

Step 3: Onboarding Feedback Forms Utility [Admin]

The following steps can be completed directly in the TaskRay app.

TaskRay offers an Onboarding Feedback Forms Utility to simplify this process and guide an administrator through the process for deploying the Onboarding Feedback Forms. This utility can be accessed in TaskRay Tools and Settings once you complete registration and creation of the external sharing Salesforce Site.

Important! Salesforce Site for the TaskRay Onboarding Feedback Forms must be configured prior to going through this utility.

To access the Onboarding Feedback Forms Utility, navigate to the TaskRay app in your Salesforce org and open Tools and Settings menu. Tools and Settings can be accessed from the TaskRay toolbar by clicking on the Gear icon in the upper right corner. 

Within Tools and Settings, under Admin, click on the Onboarding Feedback Forms to open the utility. 

This utility will walk you through the steps to configure the TaskRay Customer Onboarding Feedback Forms and it will consist of the following steps:

1. Register a Domain Name and Public Site

This section correlates with Step 1 (Register Salesforce Site Domain) and Step 2 (Create New Salesforce Site) of the article above. Set the Site Setup Complete? toggle to True if this has been completed. 

If you still need to configure site settings, click on Open Site Setup button and refer to the following sections of this article: Register Salesforce Site Domain and Create New Salesforce Site.

2. Select Public Site for Hosting Feedback Forms

Using the dropdown, select the site that you would like to use for Onboarding Feedback Forms (configured in the previous step). When selected, click on Apply Selection.

3. Assign a TaskRay Permission Set and License

Click Assign to automatically assign the TaskRay External - Read Only Access Permission Set and a TaskRay License to the Public Site Guest User.

4. Create a Sharing Rule for the Public Site

Click on Create Sharing Rules to create Sharing Rules that grant the TaskRay External Sharing Site Guest user read-only access to the TaskRay Project.

5. Update TaskRay Projects Page Layouts [Admin]

To make projects available for gathering onboarding feedback, you will need to add two fields to the TaskRay Project Page Layout: Generate Onboarding Feedback Form and Onboarding Feedback Form Link. These fields are necessary to control which projects can gather feedback and to generate the link that can be shared with external stakeholders to complete the feedback form. In addition to these fields, there are 4 fields associated to the results of the feedback form: External Sentiment, External Feedback, Internal Sentiment, and Onboarding Score. This will need to be completed in Salesforce Setup.

To add the fields to the TaskRay Project Page Layout:

1. From Setup, navigate to:
   • Lightning: Objects and Fields | Object Manager | TaskRay Project
   • Classic: Create | Objects | TaskRay Project
2. Click Page Layouts.
3. Select the page layout where you'd like to add the fields.
4. Move the following fields onto the page layout:
   • Generate Onboarding Feedback Form
   • Onboarding Feedback Form Link
   • External Sentiment
   • External Feedback
   • Internal Sentiment
   • Onboarding Score
5. Click Save
   

Using the Customer Onboarding Feedback Form

Sharing the Onboarding Feedback Form

Now that everything is set up, users can begin sharing Onboarding Feedback Form Links to capture customer feedback.  It's recommended to share a form link near the end of your project to capture the most accurate feedback about a customer's onboarding experience, but a feedback form can be shared at any point during a project's lifecycle.

To share an Onboarding Feedback Form Link, follow these steps:

1. In the All Work tab, in the left sidebar, hover over the project for which you want to share a feedback form and click on the More Actions icon that appears.
2. Select Edit Project. Alternatively, double click on the project.
   
   Tip: You can also access Project Details from the Performance tab Portfolio View. To do this, hover over the row for the project that you want to share, click on the More Actions icon on the far right, and select Project Details.
   
3. This will open the Project Details. Double click on the Generate Onboarding Feedback Form field and select the checkbox. Alternatively, click Edit to enter editing mode and select the Generate Onboarding Feedback Form checkbox.
4. Click Save.
5. This should generate a link in the Customer Onboarding Feedback Form Link field.  Copy the URL and share it with the customer.
6. To disable the form from being shared, uncheck the Generate Onboarding Feedback Form checkbox on the project.

Completing the Onboarding Feedback Form 

The Customer Onboarding Feedback Form is a simple screen Flow that walks a guest user through the process of filling out information to provide feedback about their onboarding experience:

The out-of-the-box questions on the form are:

1. How Satisfied Are You With How This Onboarding Project Went?
   • A satisfaction score based on how the customer thinks the onboarding project went from an external perspective.
   • Maps to the External Sentiment picklist on TaskRay Project.
   • Available values:
     • Very Unsatisfied
     • Unsatisfied
     • Neutral
     • Satisfied
     • Very Satisfied 
2. Onboarding Feedback
   • Captures external feedback about a customer's onboarding experience
   • Maps to External Feedback on TaskRay Project

After a guest user fills out the form and clicks Next, they are shown a screen that thanks them for completing the form:

The Customer Onboarding Feedback Form is designed to only be run once per project. After completing the form and clicking Finish, the guest user is shown a screen with a message indicating they've already completed the feedback form for this project: