Salesforce responses - is there a way to change the "Created By" field to be the Case Owner?

Question

This is for a CSAT survey.  I have my responses mapping back to the case and the contact record.  However, since the survey response is owned by me (I linked the survey project to SF), we are not able to set security in SF on the Survey Response object so that case owners only see the responses for their own case.  ie, it cannot be set to private, it has to be read-write all since for example, Case Owner = Tom by Survey Response Owner = me, so if private, Tom cannot see items created by me.

What can be done as a workaround to let case owners see the survey responses tied to their case? I created a lookup on the Survey Response object for CaseOwner, but support was not able to give any other guidance about how to populate this back and use it within SF.

Another issue this raises for us is when we try to trigger an email to the manager when there is a poor response to a survey, since the owner is me, my manager is the only one who gets emails.

I am sure there has to be some sort of workaround in SF or missing setup in Q to get me where I need to be.  Can anyone enlighten me?
Thanks!

Kate · Accepted Answer

Your logic there likely isn't going to work- you can't set up the advanced logic so If (If Q1=Di satisfied OR Q2=Dissatisfied OR Q3= Dissatisfied) AND (OWNER=XXXX)..... you either need all "Or"s or all "Ands" for that to trigger. Your work around will be pretty simple: 1. Create a branch, "If Q1=Dissatisfied OR Q2=Dissatisfied OR Q3= Dissatisfied" Branch To "Embedded Data Customer = Unsatisfied" (or whatever). 2. Do the same for staff. "If sfID=XXXXXX OR sfID=XXXXXX" branch to Embedded data= Manager=manager@organization.com". 3. Your email trigger logic can be simplified to trigger when "Customer=Unsatisfied", and your To field can be the piped data field {e://Manager}.

kimroberts · Answer

Thanks for your input Kate - with this little nugget, I was able to get something working!  I appreciate your help.

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