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📌 Salesforce: Create a Follow-Up Task in Salesforce

Jomar
Updated

It can be incredibly valuable to proactively follow up with customers who have given a low NPS score. This guide shows you how to use Salesforce Process Builder or Flows to automatically create a follow-up task for detractor responses (scores of 6 or below).

⚙️ Step-by-Step Instructions

Follow these steps in Salesforce Setup to create an automated task:

  1. Go to:
    Setup → Process Builder or Flows.

  2. Create a new Process that starts when a record changes.

  3. Add the Object:
    Select Contact as the object.

  4. Set Trigger Conditions:

    • Start the process when a record is created or edited.

  5. Add Criteria for Execution:

    • <NPS Last Responded> is changed → Boolean → True

    • <NPS Score> less than or equal to → Number → 6

  6. Add Immediate Action:

    • Action Type: Create a Record (Task)

    • To relate the task to the contact, configure the following field value:

      • <Related To Id> → Field Reference → <Contact ID>

  7. Activate the Process

Once activated, any time a Contact receives a new NPS response of 6 or lower, a follow-up Task will be created automatically in Salesforce.

🙋 Need Help?

Reach out to support@asknice.ly or use the in-app chat bubble if you need help setting up your Salesforce automation.

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