3661824 - Send Surveys to Accounts via Workflow Rule

It is desired to know if it is possible to send external Surveys to Account level via Workflow Rule.

SAP Cloud for Customer

It is not possible to send Surveys to Account level via Workflow Rule. It is only possible to send to customers of type Person (Individual Customers, Contacts, etc). Accounts are type Organization.

The link to external Surveys used in the e-mail templates works only for customers of type Person because it is expected that when a link to an external Survey is sent in an e-mail, it will be clicked by a Person. Hence, if an e-mail is sent to a Contact or Individual Customer, it would work fine. But if the e-mail is sent to an Account, the link doesn't work.

This is the system expected behavior.

Campaigns and E-mail Blasts can send Surveys through e-mail to defined Accounts. However they will not run oftenly and dynamically as a Workflow Rule. They run only once via immediate or scheduled timing.

KBA: 3191270 - Satisfaction Survey via Workflow Rule with Business Object Account/Contact

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