Distributing "Salesforce Aware" Surveys

How to Make Your GetFeedback Surveys "Salesforce Aware"

Before distributing your "Salesforce Aware" survey, you will want to set up your Salesforce mappings. For more information on setting up mappings, click here.


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 Sartz is "003G000001S9UPA" as shown below:


GetFeedback for Salesforce Record ID Concept



When distributing a GetFeedback survey the presence of any Salesforce ID (or a combination of them as shown below) represented as merge fields (Wait! What's a merge field?) 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 survey experience.  So, for example, if I wanted so distribute a survey to the Contact shown above, I can simply add the following merge fields onto the end of the survey URL, like this:

https://www.getfeedback.com/r/05TCJ62M?ContactID=003G000001S9UPA&name=Stephanie

or to get even more fancy, here is the URL that might send after a Case is closed with this customer, including the ContactID, CaseID, and Contact Name at the end of the URL

https://www.getfeedback.com/r/05TCJ62M?ContactID=003G000001S9UPA&CaseID=500G000000Idcjm&name=Stephanie

or those variables can just be hidden in an HTML link, like this (recommended):  

Hi Stephanie, Please complete our brief customer satisfaction survey


These URL's are all showing populated merge fields after the email has sent. Before the email has sent the URL might look like:


https://www.getfeedback.com/r/05TCJ62M?ContactID={!Contact.ID}&CaseID={!Case.ID}   




Getting Started: 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 dynamically.  

(A) Set up a Salesforce email template (for use with Salesforce Workflow or mass email) 
(B) Trigger an email template to be sent automatically from a Salesforce workflow rule
(C) Export a Salesforce report containing the IDs and merge them in a 3rd party Email marketing application, such as Campaign Monitor, ExactTarget, Mailchimp, Marketo, Pardot or Eloqua, or any other mass email or email marketing app
(D) Create a custom "Send Customer Survey" link or button 



(A) Set Up a Salesforce Email Template (For Use with a Workflow Rule or Mass Email)

A Salesforce email template can be created to easily send dynamic emails directly from Salesforce.  First we'll explore how to create a custom email template and then discuss how to add a custom link or button to a page layout to trigger this email.  
NOTE: This method usually requires someone with Administrator access inside of Salesforce and with extensive Salesforce knowledge. If you need help with this set up we do have a lot of Salesforce partners that can help get you started, just contact us at help@getfeedback.com and we'd be glad to connect you with them.

Email templates can be found inside of Salesforce by navigating to Setup > Administration Setup > Communication Templates > Email Templates.  From here you can create a new email template that contains the merge fields necessary to make your GetFeedback survey aware of Salesforce.  An example of a customer satisfaction email template is shown here with the merge fields included in the URL


getfeedback for salesforce email template


Or, within Salesforce you can choose to create an HTML version of the email template that can be branded with a custom logo, and rich text.  The HTML version of the email can also mask the URL so that it doesn't show the long string of characters to the customer. This also helps to prevent the URL from breaking if it's quite long. 

Please note that, to the best of our knowledge, Salesforce Mass Email will not allow you to use merge fields other than Contact and Account fields, so if you wanted to include other records (like Case as shown above), please use Method B, C, or D as documented below.

Salesforce mass email functionality can be found by clicking on the Contacts tab and selecting the Tools > Mass Email link at the bottom of the page.  From here simply step through the wizard to create your contact list, select an email template, and you're all set!  

 
Is your link broken after you've sent out a test from Salesforce using merge fields? If only part of the link shows up as hyperlinked, this could be due to special characters or spaces showing up where they shouldn't or issues with your merge fields cutting off your link due to spaces being included.

A broken link won’t pull in merge fields correctly, so you'll only see part of your information or merge fields coming into your Results tab leaving off the rest of your merge fields included in the link.

The fix for this is quite easy as you'll just want to URL encode the merge fields where you think there might be spaces appearing. For example, a full name merge field, address field, zip code field, or anywhere else you fear there might be spaces or special characters. In short, URL encoding converts characters into a format that can be transmitted over the Internet. To put this into place in your URL you'll need to add a bit of extra code in with each merge field like the examples below:


FirstName={!Contact.Name}  or Address={!Contact.MailingStreet} becomes

FirstName={!URLENCODE(Contact.Name)}  or Address={!URLENCODE(Contact.MailingStreet)} 

If you find that encoding is not resolving the broken link, or the link is still getting cut off, you may want to try hyperlinking the survey URL behind text (such as “Click here to take the survey!”) in your Salesforce  email template. Here is a screencast of how to set this up in your template: 

 


 



(B) Trigger Emails to be Sent Automatically from Salesforce Workflow

Triggering emails to be sent automatically from Salesforce is a very common mechanism of notifying a customer, especially in the world of customer support.  First, you'll need to create an Email template, as shown above.  Email templates can be found inside of Salesforce by navigating to Setup > Administration Setup > Communication Templates > Email Templates.  From here you can create a new email template that contains the merge fields necessary to make your GetFeedback survey aware of Salesforce. (see above for image of email template)

Next, you'll need to create a Workflow rule within Salesforce by navigating to Setup > App Setup > Create > Workflow Rules and Approvals > Workflow Rules.  For example you can create a Workflow Rule that might say "When a Case is Closed, Trigger an Email Alert to the Contact associates with that Case.  An example of such a workflow rule is shown here:


salesforce for getfeedback workflow rule service cloud





(C) Export a Salesforce Report Containing the IDs and Merge them in a 3rd party Email Marketing Application, such as Campaign Monitor, ExactTarget, Mailchimp, Marketo, Pardot, Eloqua, or Other

In many organizations, sending a mass email to a list of contacts is usually best performed in a 3rd party email marketing application.  Nearly every email marketing application supports the concept of merge fields, so that you can dynamically construct your email content and links within the email.

First, you need to export your data from Salesforce so that you can import it as a list within your email marketing application.  In the customer support example we're using here, I would create a report with all of my essential data, such as ContactID, AccountID, CaseID, ContactName, EmailAddress, etc which might look something like this:


getfeedback for salesforce email report export


Then export it to an Excel or CSV file and upload that CSV file into your favorite email marketing application to create the list.  From within your email marketing application you can use the merge syntax to construct your GetFeedback links so that they are "Salesforce Aware."  Send a test email to yourself to make sure everything is working properly, and as a reminder, the links you receive should contain the Salesforce IDs whether in plain text or masked by HTML, so they should look something like:

https://www.getfeedback.com/r/05TCJ62M?ContactID=003G000001S9UPA&CaseID=500G000000Idcjm&name=Stephanie

or the Salesforce IDs can just be hidden in an HTML link, like this:  

Hi Stephanie, Please complete our brief customer satisfaction survey



(D) Create a Custom "Send Customer Survey" Link/Button

This method is a bit more complicated and requires a bit more technical lingo, so if you are a Salesforce Admin you're probably in good shape.  To trigger an email from a custom link or button in the Salesforce UI, follow the steps above to create your Salesforce email template.  Be sure to note the "Template ID" which is the custom Salesforce ID  of this email template.  It can be found in the URL when editing your email template, and will look something like this "00XG0000001rrOL" -- Next, you'll need to identify how you would like to trigger this email template.  One simple way this can be done is by a Salesforce user (such as a customer support agent) manually triggering the email to be sent by adding a Custom Link or Button to a Salesforce screen (such as a Contact or Case record).  Some Salesforce Admins are truly pros, and this is not a well documented capability within Salesforce, so bear with us:

For example, if you want to put a custom link or button on the Case screen, simply navigate in Salesforce to Setup > App Setup > Customize > Case > Buttons Links and Actions.  From here you can create a custom button or link.  In our example here we're defining a custom button to execute some javascript which will open an email template.  You can copy this exactly and just change the email template ID that you noted earlier in this article:


GetFeedback for Salesforce Custom Button Syntax for Email Template


This is where it gets tricky, and we've hunted down some details on this syntax, here's what this javascript behind the button is saying (note this is specific to a Case button, it would need to change for a button on Account, Opportunity, etc).  The  javascript below is written for human readability but if you use this in Salesforce please remember to remove all spaces:


location.replace
 ('
    /email/author/emailauthor.jsp
    ?template_id=00XG0000001rrOL
    &p2_lkid={!Case.ContactId}
    &p3_lkid={!Case.Id}
    &p3={!Case.CaseNumber}
    &p5=bcc@getfeedback.com
    &p24=additional@getfeedback.com
    &p26=friends@getfeedback.com
    &retURL=/{!Case.Id}
');


Don't forget to check your syntax by pressing the button on the bottom of the text screen to have Salesforce automatically check your javascript for any errors.



So what does this syntax mean and how do you customize it?  Here is the breakdown for the example above, but please beware you will have to be quite familiar with Salesforce to customize this for your exact situation. 


/email/author/emailauthor.jsp  <--- When the button is clicked, send an email
template_id=   <-- Which email template should be opened? 
p2_lkid=   <-- Which contact should we send the email to? (the id of the person lead/contact)
p3_lkid=   <-- is there any other merge data in the email template from a related object? For example: T
he ID of an object (e.g. Account, Case, Opportunity) that the email is related to .  Fields from this object can be merged into the email template.
p3=  <-- which related object should be included specifically
p4=  <-- comma separated list of email addresses to be included in cc
p5=  <-- anyone else we should BCC?
p24=  <-- anyone else we should send this email To?  
p26=  <-- what should the from address be on your email?
retURL=   <-- after the button is clicked and the email sent, which page should we go back to?




Also Note: Salesforce does not support including data from related objects as merge fields in an email template, so if you'd like to include data from a related object (such as the ProductID associated with a Case), you have to use a formula field to surface the data onto the Case record.  



NOTE: 
This method usually requires someone with Administrator access inside of Salesforce and with extensive Salesforce knowledge. If you need help with this set up we do have a lot of Salesforce partners that can help get you started, just contact us at help@getfeedback.com and we'd be glad to connect you with them.

Finally, place your custom button or link on a Page Layout, such as a Case Page Layout in this example and you will see that your custom button or link right on the Salesforce screen, as shown here:



getfeedback for salesforce survey custom button case record


Next, please continue to Viewing Responses in GetFeedback  or view the Getting Started Guide 


 
Running into issues? See how you can troubleshoot common Salesforce Integration problems.

  

 

 
 
 
 

 
 
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