AgentforceBeginnerfeedbackcsatux
Implement agent feedback collection from end users
Real World Scenario
Product wants thumbs up/down after agent conversations to identify bad responses quickly.
Expected Answer
• Post-session micro-survey linked to MessagingSession or conversation ID
• Capture optional free-text when thumbs down—route to review queue
• Correlate feedback with topic, actions used, and retrieval sources
• Avoid survey fatigue—sample sessions or trigger only on low-confidence resolutions
• Close loop notifying customers when issue addressed from feedback
• Dashboard for ops team with weekly review SLA
Follow-Up Questions & Answers
Click to expand — each follow-up includes a direct, interview-ready answer
Main difference: use case and scale. Post-session micro-survey linked to MessagingSession or conversation ID. Capture optional free-text when thumbs down—route to review queue. Pick based on your integration pattern and team capability. Explicit feedback complements implicit signals like reopen rate—use both. Keep the solution simple and well-documented for the team.
Architect Perspective
Explicit feedback complements implicit signals like reopen rate—use both.