Objective and Scope

Table of Contents

NPS allow to perform the whole feedback loop directly in Salesforce CRM and provide users the following experience:

o View NPS survey results, and NPS Score evolution for their contacts / accounts, through visual dashboards
o Complete their feedback forms
o Track their NPS actions




Reference Documents

Frontline NPS training material

Procedure to create & update users in NPX SBS CRM Team is managing licenses NPX licences : 2 weekly reports are running to identify new Icare users to be created in NPX or users to be deactivated . (New NPS users - NPS users deactivated recently Julien Gasqueton receive automatic notification when action is required .




Key Roles and Responsibilities

  • SBS Support / Evolutive Maintenance →  Rachel Singer (WW) - SBS CRM functional analyst  Clemence Rovelon
  • Contact for data issues: Ayeshwaria Jeyakrishnan

Who can send again a survey? Commercial Excellence.



Version Control

VersionDateDescription
0028/11/2019Draft version