Customer Onboarding Feedback Flow

The Customer Onboarding Feedback Flow is a template 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 a Flow template, so administrators can save their own versions to customize how it works.

Using Salesforce Sites, it is possible to provide access to the Customer Onboarding Feedback Flow to external customers for designated projects. By setting up a site to host the Customer Onboarding Feedback Flow, 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 Flow 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 Flow 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 Flow, 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.

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]

After your domain is deployed, the next thing that you need to do is create a new site for hosting the Customer Onboarding Feedback Flow.

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.

Assign TaskRay License [Admin]

Now that you've created the site, the next step is to assign a TaskRay license to the external Site Guest User. Remember, you need a full TaskRay license that you can assign to the Site Guest User in order to provide access to the TaskRay Customer Onboarding Feedback Flow.

1. On the Site Details page, click Public Access Settings.
2. Click View Users.
3. Click on the Site Guest User.
   
4. On the User Details page, scroll down to the Managed Packages section and click Assign Licenses.
5. In the Unassigned Packages section, select TaskRay.
6. Click Add.
   

Assign TaskRay Permission Set [Admin]

Next, you will need to assign the external access permission set to the Site Guest User.  This permission set grants access to the fields on the TaskRay Project that are shown in the Customer Onboarding Feedback Flow.

1. Back on the User Details page, scroll down to the Permission Set Assignments section and click Edit Assignments.
2. On the Permission Sets page, select TaskRay External - Forms Access under Available Permission Sets and move it to the Enabled Permission Sets.
3. Click Save.

Get Site Guest User ID and Site URL [Admin]

Before you proceed, you will need to retrieve two important pieces of information that you will need to complete the setup process: the Forms Public Site Guest User ID and the Forms Public Site URL.

Get User ID

You will need to get the Forms Public Site Guest User ID and copy it.Since you will reference this later in the setup process, it's recommended to save them in a document editor or note-taking application on your computer (or any other place that you can easily reference). The easiest way to retrieve the Forms Public Site Guest User ID is directly from the page URL.

Open the Site Guest User Details page and save the User ID:

• If you are in Lightning, the User ID will be in the URL following "address=%2F" and before the other "%" when on the Site Guest User Details page:
• If you are in Classic, the User ID will be at the end of the URL after the "/" when on the Site Guest User Details page:
  

Get Public Site URL

Return to the Sites page and follow these steps to assemble the Forms Public Site URL.

1. From Setup, navigate to:
• Lightning: User Interface | Sites and Domains | Sites.
• Classic: Build | Develop | Sites.
2. In the Sites section, click on the TaskRay External Sharing site that you created to access Site Details.
3. Scroll down to the Custom URLs section to find your Domain Name.
4. Copy the Domain Name that ends in "secure.force.com".
5. Assemble your full Forms Public Site URL:
   • Open a document editor or note-taking application.
   • Type "https://" and then immediately paste your Domain Name.  This should end in "secure.force.com".
   • Add a "/" at the end of your Forms Public Site URL.  After completing this step, your URL should end in "secure.force.com/".
   • Keep this Forms Public Site URL readily available. You will use it in the next step.

Add the Input External Onboarding Feedback Apex Action to the Flow [Admin]

The next step is to add an Apex Action to the TaskRay Customer Onboarding Feedback Flow to Input External Onboarding Feedback.  With the Salesforce Winter '20 release, Salesforce enhanced guest user security to adhere to the principle of least access.  This means that Public Site Guest Users will no longer be able to directly edit TaskRay Projects, and the Onboarding Feedback Flow will need to use an Apex Action to update Projects when a Public Site Guest User inputs onboarding feedback.

Note: This step is required in order for External Feedback Forms to function correctly.

Follow these steps to add the Input External Onboarding Feedback Apex Action to the Flow:

1. From Setup, navigate to:
• Lightning: Process Automation | Flows.
• Classic: Build | Create | Workflow & Approvals | Flows.
2. Find the TaskRay Customer Onboarding Feedback Flow and click to open it.
3. In the Flow, scroll down to find the Assign Feedback to Project Fields Assignment node.
4. In the left sidebar, click and drag an Action node into the Flow.  Position the Action node below the Assign Feedback to Project Fields Assignment node and above the Success Screen node:
5. Use the search box to find the Input External Onboarding Feedback Action:
6. Enter a Label and optionally enter a Description.
7. For the Fields to Update input value, copy and paste the following text:
   

   TASKRAY__trExternalSentiment__c,TASKRAY__trExternalFeedback__c

8. For the TaskRay Project input value, find the recordvarTaskRayProject TaskRay Project Record Variable or copy and paste the following text:
   

   {!recordvarTaskRayProject}

   
   
9. Click Done.
10. Connect the Flow nodes:
    • Connect the Assign Feedback to Project Fields Assignment node to the new Input External Onboarding Feedback Action node.
    • Connect the new Input External Onboarding Feedback Action node to the Success Screen node.
    • Connect the Input External Onboarding Feedback Action node to the faultScreen Screen node to add a Fault path to the Flow.
      
11. In the top menu, click Save As.
12. Enter a Flow Label and optionally enter a Description.  Click Save.
13. In the top menu, click the Activate button to activate the new Flow Version.

Configure TaskRay Global Settings [Admin]

The next step is to enter the TaskRay Forms Public Site URL, TaskRay Forms Public Site User Id and Onboarding Feedback Flow in TaskRay Global Settings.

1. From Setup, navigate to:
• Lightning: Process Automation | Flows.
• Classic: Build | Create | Workflow & Approvals | Flows.
2. Find the custom Onboarding Feedback Flow that you saved in the previous step.  Use the menu on the right to View Details and Versions.
3. Find the Flow API Name and copy the value.
4. From Setup, navigate to:
• Lightning: Custom Code | Custom Settings.
• Classic: Develop | Custom Settings.
5. Click Manage next to TaskRay Global Settings.
6. Find the TaskRay Forms Public Site URL custom setting and enter the Forms Public Site URL.  This is the URL of your public site that you assembled and saved earlier.
7. Find the TaskRay Forms Public Site User Id custom setting and enter the Site Guest User ID.  This is the ID of the Site Guest User that you saved earlier.
8. Find the Onboarding Feedback Flow custom setting and paste the Flow API Name that you previously copied into the custom setting.
9. Click Save.
   
   
   Note: There are multiple TaskRay custom settings for configuring access to external sites. Ensure that you populate the TaskRay Forms Public Site URL and TaskRay Forms Public Site User Id custom settings to set up the Customer Onboarding Feedback Flow.

Add Fields to Project [Admin]

The final step in setting up the TaskRay Customer Onboarding Feedback Flow is to add two required fields to the TaskRay Project Field Set and/or Page Layout. The Generate Onboarding Feedback Form and Onboarding Feedback Form Link fields are necessary in order to generate and share links with customers to capture their feedback.

To add the fields to the TaskRay Project Field Set:

1. From Setup, navigate to:
   • Lightning: Objects and Fields | Object Manager | TaskRay Project
   • Classic: Create | Objects | TaskRay Project
2. Navigate to the Field Sets section and select TaskRay Project Field Set.
3. Move the Generate Onboarding Feedback Form and Onboarding Feedback Form Link fields into the In the Field Set container.
4. Click Save.
   

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 Generate Onboarding Feedback Form and Onboarding Feedback Form Link fields onto the page layout.
5. Click Save.
   

Share the Onboarding Feedback Form Link

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.

Using the Flow to Provide Customer Onboarding Feedback

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

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

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 Flow 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:

[Optional] Enable Validation Rule to Restrict the Ability to Generate Feedback Form Links [Admin]

By default, any user with access to a project can generate a Customer Onboarding Feedback Form Link. However, TaskRay comes with an inactive validation rule that you can enable to restrict the ability to generate a feedback form link only to project owners. If you would like to have this restriction for an added layer of security, follow the steps below:

1. From Setup, navigate to:
• Lightning: Objects and Fields | Object Manager | TaskRay Project
• Classic: Create | Objects | TaskRay Project
2. Under Validation Rules, click on Feedback_Form_Restricted_to_Owner.
3. Click Edit.
4. Check the Active checkbox.
5. Click Save.

With the validation rule enabled, any time a user who is not the project owner tries to check the Generate Onboarding Feedback Form checkbox the following error will appear: