What should be enabled to initiate the customer satisfaction survey process at the point of case closure?

To begin the customer satisfaction survey process at the point of case closure, enabling the "Send Survey" feature for cases is essential. This functionality is specifically designed to automate the distribution of surveys to customers once their cases have been resolved and closed. By implementing this feature, businesses can promptly gather valuable feedback on the service the customer received, allowing for real-time assessment of performance and customer experience.

Utilizing the "Send Survey" feature ensures that the survey is directly linked to the case closure process, making it seamless for the customer to provide their feedback right after the interaction. This approach increases the likelihood of customers participating in the survey while the experience is still fresh in their minds.

The other options, while they may relate to gathering feedback or enhancing the customer experience, do not directly initiate the survey process automatically upon case closure. AppExchange survey products could be a solution, but they require additional steps for integration. Similarly, having a CSAT survey widget on a self-service portal or an email template for the case survey might enhance the process but does not directly tie into the automatic triggering of surveys at the closure stage. Therefore, enabling the "Send Survey" feature is the most effective and targeted method for this specific objective.