Sending Desk.com Support Case Feedback into Salesforce Sales Cloud



Feedback on the customer support process is a great start, but GetFeedback for Desk.com combined with the Salesforce Sales Cloud provides complete visibility into customer feedback and sentiment across both support and sales departments.  When sales teams and support teams are able to work hand-in-hand, the overall customer experience can be dramatically improved.


Triggering Customer Surveys from Desk.com and Sending the Data to Sales Cloud

When a support case is finally closed or resolved, it’s critical to understand the satisfaction level of a customer.  Satisfied customers are likely repeat buyers and will recommend a company to their friends and colleagues.  Measuring customer satisfaction and Net Promoter Scores can help a company follow up with customers and take action to make sure every customer is a raving fan.  If you haven't already done so, please read more on how to trigger customer surveys from Desk.com

However, for companies that use both Salesforce Desk.com and the Salesforce Sales Cloud, keeping the data in sync can pose a challenge.  GetFeedback for Desk.com allows you to take customer survey data and push that data into the Sales Cloud, for deeper levels of analysis and customer insight.

GetFeedback for Desk.com Sync with Sales Cloud

How to Create a New Salesforce Record for Each Survey Response

The most common method for integrating survey responses into Salesforce is to create a new record for each response, and to map all of the answers from your survey into that new record.  To get started, first create a Custom Object in Salesforce by navigating to Setup > Create > Object.  For example, you can name your Object something like "GetFeedback Survey Response" and then create a new field for each survey question/answer that you wish to save in Salesforce.  For example, it might look something like this:


GetFeedback for Salesforce Custom Object Survey Response


As shown in the example above, you typically will want your custom object to be related to another Salesforce object, such as Contacts or Accounts. However, because you cannot pull Salesforce Contact IDs or Salesforce Account IDs into your survey URL that is triggered from Desk.com, you will not be able to automatically associate the survey responses from Desk.com surveys with existing Salesforce records.  You can, of course, manually associated the responses with Salesforce records anytime.

Please note: You must consider the field data types within your Custom object in Salesforce.  For example, if you are asking the customer to give you a rating, your field data type should be a "Number".  More detailed support for data types can be found here.

 Now from within GetFeedback, you can navigate to your survey, select the "Salesforce" tab and open up the Salesforce mapping tool.  

Clicking on this tab will bring up the mapping tool where you can specify how survey responses are saved into Salesforce. The default selection at the top of the mapping tool is to "Create New Records from Responses."  Simply select the Salesforce object to create for each response, and add each survey question > Salesforce field mapping desired, as shown here:



GetFeedback for Salesforce Mapping Integration


 

Related Topics

The Basics of Merge Fields

Triggering Surveys When Desk.com Support Cases are Closed or Resolved

Embedding Surveys in Your Desk.com Support Center


 


  

 
 
 
 

 
 
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