Salesforce Service Cloud is one of the most popular case and customer support management solutions on the market today. Customer service teams can provide efficient, omnichannel customer service through Service Cloud and share customer data seamlessly with other Salesforce users.
However, Service Cloud is missing one key feature: the ability to measure customer satisfaction, or calculate a CSAT score.
In this post, we’ll cover the basics of measuring CSAT with Salesforce, from implementation to best practices. But first, let’s discuss why customer satisfaction data belongs in Salesforce in the first place.