Getting Started with GetFeedback for Salesforce
GetFeedback for Salesforce delivers an integrated application experience whereby companies can use GetFeedback to create visually engaging, branded, mobile-ready customer surveys with ease and then associate the survey responses with data in Salesforce. Examples include:
- Sending a customer satisfaction survey upon closing a case
- Sending a customer survey after someone has purchased from you
- Sending a customer survey after someone attends an event with your company
- Sending a customer survey asking for feedback on a new product or service
By using GetFeedback for Salesforce, you can have the survey response data passed into Salesforce in any configuration. For example, you can create Activity records, Update standard/custom fields on an existing record, or create entirely NEW records of any standard/custom object in Salesforce. Once the data is in Salesforce, you'll be able to create Salesforce reports and dashboards for a deeper level of analysis. If you haven't already done so, please take a moment to watch this quick video that will help you become familiar with the standard setup configuration:
How to Make Your GetFeedback Surveys "Salesforce Aware"
By default, GetFeedback does not know who you send your surveys out to. For example, you could create a survey in GetFeedback, grab the default survey link, and mass email that link out to your customers. Because the link is generic and every customer clicks on the same link, it will be impossible to know exactly which response to attribute to each individual. However, with the addition of some basic information to the survey URL, each response can be attributed to a specific person, very similar to how it works with email marketing when you receive an email that is sent directly to you and reads "Hi Jane!"
Every specific record in Salesforce has a unique ID. For example, all Contacts each have a "ContactID", all Accounts have an "AccountID", all Cases have a "CaseID", and so on. Salesforce admins are usually quite familiar with these IDs, and end users would typically see them in the URL when they are looking at a Salesforce record. In the example below, the ContactID for this customer, Stephanie Bard is "003G000001S9UPA" as shown below:
When distributing a GetFeedback survey the presence of any Salesforce ID (or a combination of them as shown below) at the end of the URL makes your survey "Salesforce Aware", and from here many exciting things are now possible. Also you can include other dynamic elements from your salesforce records to create a personalized experience. So if I wanted so send out a survey to the contact shown above, simply add the following variables onto the end of the survey URL, for example:
or to get even more fancy, here is the URL for might send after a Case is closed with this customer, including the ContactID, CaseID, and Contact Name at the end of the URL
or those variables can just be hidden in an HTML link, like this:
Hi Stephanie, Please complete our brief customer satisfaction survey
Ready to get into the detail and set it all up? Below we have included the 4 step guide to using GetFeedback for Salesforce. In this Getting Started guide we have kept things brief, however further detail for each section can be found using the links below.
STEP 1: Distributing "Salesforce Aware" surveys
In the example shown above, we described the concept of adding dynamic Salesforce IDs onto the end of your survey links so that GetFeedback can track these survey responses round-trip all the way back into Salesforce. While it might be easy to do this on a one-off basis, it is cumbersome to manually construct these URLs at scale. Therefore, there are a few common ways companies do this automatically.
(A) Use a Salesforce email template to mass email from Salesforce
(B) Export a Salesforce report containing the IDs and merge them in a 3rd party Email marketing application, such as Campaign Monitor, Exact Target, Marketo or Eloqua.
(C) Trigger emails to be sent automatically from Salesforce workflow
(D) Use a Salesforce email template to "1-click" email from a Salesforce custom link/button
More details on how to set up these distribution mechanisms can be found in the detail here
Step 1 in Detail: Distributing Salesforce Aware Surveys
STEP 2: Viewing "Salesforce Aware" survey responses in GetFeedback
After distributing your "Salesforce Aware" survey as explained in Step 1, GetFeedback will collect all responses and surface the responses along with associated Salesforce IDs in the "Analyze" tab within the GetFeedback application. Seeing detailed Salesforce IDs in this interface is the first sign that you have everything from Step 1 set up correctly!
More details on how to view and take advantage of "Salesforce Aware" surveys can be found here:
Step 2 in Detail: Viewing "Salesforce Aware" Surveys in GetFeedback
STEP 3: Mapping "Salesforce Aware" survey responses to Salesforce fields
Here's where things get really fun. When you have GetFeedback connected to Salesforce and your "Salesforce Aware" surveys are gathering responses, each individual response can be mapped into any data field in Salesforce. So for example if you send out a survey to a Contact after closing a support Case, any of the survey responses can create a new related object (for example a new "GetFeedback_Survey_Response") or the data can be mapped into any of the fields on an existing object (for example, the Contact or the Case). You set up your mappings from within the "Analyze" tab of your GetFeedback survey, and when any response comes in, it will automatically save the data into Salesforce!
An example of a customer satisfaction survey response associated with a Contact record is shown here:
More details on how to map survey responses to Salesforce can be found here:
Step 3 in Detail: Mapping "Salesforce Aware" Survey Responses to Salesforce
STEP 4: Using "Salesforce Aware" survey responses to build Salesforce Dashboards
Well you've made it this far so you're probably looking for the icing on the cake. Well, when your survey response data is stored within Salesforce data fields (as described in Step 3), anything is now possible. Workflow rules can trigger, formula fields can update, Chatter actions can be taken, and most exciting, Reports and Dashboards can be created, as shown here:
More details on how to use survey responses to create Salesforce Reports & Dashboards can be found here: Step 4 in Detail: Using "Salesforce Aware" Survey Responses to Create Salesforce Reports and Dashboards