Salesforce Integration Getting Started Guide

 

Connecting to Salesforce

Preparing Salesforce to Receive Survey Data

Creating a new record

Updating an existing record

Creating an activity record

 

Creating Custom Objects

Lookup Relationships

Custom Fields

 

Creating Mappings in GetFeedback

Mapping survey data into Salesforce
 

 

Distributing Your Survey

Creating Salesforce-aware survey URLs

Using Merge Fields

 

Testing Your Survey

Send out your survey email

View your response in GetFeedback
 

 

Getting Started with GetFeedback for Salesforce


Welcome to GetFeedback!


With GetFeedback for Salesforce, you can pass survey response data into Salesforce in any configuration. Companies can use GetFeedback to create visually engaging, branded, mobile-ready surveys with ease.

You can create Activity records, update standard/custom fields on an existing record, or create entirely new records using  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.

Here are some common survey use cases:

 

  • Ask for customer service feedback after closing support cases
  • Send a purchase satisfaction survey to customers who buy
  • Collect post-event feedback from attendees and volunteers
  • Ask customers for feedback on a new products or services

This guide will walk you through the process of setting up Salesforce-aware surveys that help you collect feedback—and do something valuable with it.
 

Connecting to Salesforce
 

GetFeedback is a connected Salesforce application, not a managed package. That means you don't need to install anything. You just connect Salesforce and GetFeedback, then choose how and where survey data is stored. This gives you complete control.
 

  1. Log into GetFeedback and navigate to Account Settings > Salesforce.
  2. Click Connect to Salesforce.
  3. Enter your Salesforce credentials in the pop-up window. (Note: GetFeedback never has access to your Salesforce account credentials.)
  4. Next, you’ll be prompted to authorize GetFeedback to push data into Salesforce based on your survey configurations. Click Allow to authorize the connection.
  5. Success! You’re all set up.
 

For more info, see our full knowledge base article: Connecting GetFeedback to Salesforce



 

Preparing Salesforce to Receive Survey Data

 

There are three common ways that people store their information in Salesforce:
 

  1. Create a new record.
  2. Update an existing field within a record.
  3. Create activity records.
 


Each method has its own pros and cons. Read up on them below to determine which method works best for you.

 

Creating a new record


A record is a single instance of a Salesforce object. For example, “John Jones” might be the name of a contact record. The most common method for integrating survey responses into Salesforce is to create a new record for each response. This allows you to map all of the answers from your survey into one record.
 



You can use GetFeedback to create any kind of record (e.g. New Contact, New Lead, New Opportunity, etc.). Typically, companies create a new Custom Object to store the survey response data. When new responses come in, a new record will be created in the custom object. You can then view these responses in the contact, account, or case record.


 

The main advantage of adding new records to custom objects? You can also add links to these individual records to page layouts. For example, you might want to see a contact’s entire customer satisfaction survey (or CSAT) response history. You can add the custom object to the contact page layout to see a log of all survey responses.

 

The screenshot below is from a contact record. You’ll notice each survey is a clickable link—it’ll take you to the rest of the contact’s responses, plus show a snapshot of the Net Promoter Score (NPS) this contact has given us over time.




 

Please note: The option to have your surveys stored within a custom object is only available on Getfeedback for Salesforce. See the other options for customers on enterprise and below.
 


Updating an existing record
 

A standard field is a Salesforce-provided field. You can update any standard, editable field within a record, like the name, email, or phone. You can also create custom fields to house your GetFeedback survey responses.

For more info, watch our video tutorial: Create Custom Field in Salesforce

 

When you choose to update an existing Salesforce record instead of create a new one, the record will automatically be updated with new survey responses when they come in.


 

Creating an activity record
 

An activity record is like a plain text version of the survey that becomes associated with a record. When GetFeedback creates this Activity record in Salesforce, it includes a link to the individual survey responses, a link to the overall survey summary responses, and the plain text readable version of the entire survey response. The Activity record serves as a complete record of all interactions with your survey responder.

 

It’s good to note that, while useful in some situations, an Activity record is simply not enough for most organizations. You can't run reports or build dashboards easily off of plain text stored in an activity record. That’s why we recommend creating a new custom object record or mapping fields onto an existing record (possibly in addition to creating an Activity record).
 

Creating Custom Objects


If you’re looking to store your survey data in a custom object, you’ll want to first create that custom object within Salesforce. Follow the instructions in our knowledge base article: Mapping "Salesforce Aware" Survey Responses to Salesforce

 

As you create your custom object, keep in mind that the fields in your custom object will store each of your survey responses. You can check our supported data field types to get a sense of how each field should be set up within Salesforce to store the data for each particular question type.

 

Lookup Relationships

 

You’ll typically want your custom object to be related to another Salesforce object, such as Contacts, Accounts, or Cases. So, it's important to add lookup fields to these other objects.  

The simple way to think about it: if you included an object’s Salesforce ID in the "Salesforce Aware" survey URL, you'll want to add a lookup field to that Object.

 

For example, to place your survey responses into a custom object associated with Contacts, you’d create a Lookup field to contact in your new Customer Object:
 

  1. Click New in the Custom Field section.
  2. Select Lookup Relationship.
  3. Select Contact from the "Related To" screen.
  4. Proceed with the rest of the setup of the object.
 

Don’t forget: When adding your lookup field, Salesforce will give you the option to add this custom object to the related page layout. While you can add it in later, it’s usually easiest to select it during this step.

 

Custom Fields

 

Name your object something that makes sense to house your surveys. 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. In the end, it will look something like this:



 
 


 

 

You’ll notice that for each survey question, we have a corresponding field within our custom object. That’s where the response will be housed later on.

For example, if you have a CSAT question (like Please rate the service you received on a scale of 1-5), you’ll need to create a number field in your custom object called “CSAT” to store the answer for each new record coming in.


For more info, watch our video tutorial: Create Custom Field in Salesforce

 

The next step in the setup process is creating a survey! See the Creating Surveys section of our knowledge base for more in-depth tutorials on creation, design & more.

 

We also recommend checking out a few key articles:
 

 


Mapping survey data into Salesforce

To begin to create your mappings, log into your GetFeedback account and go to the Salesforce tab.

Step #1: Connect to Salesforce

Connect to your Salesforce account, if you haven’t already done so.
 



 

Step #2: Set up mappings

Once you’re connected, you can now set up your mappings by clicking on the next tab in the sub-menu “Mappings” and selecting where your GetFeedback survey responses will go.  

 
In this example, we’ll select Create New from the first drop-down menu. From the second drop-down menu, we’ll select our custom object. This will create a new record within the custom object every time someone completes your survey.

Go through your survey and select each question and corresponding field in your custom object that you’d like to map it to.



 

Step #3: Test out mappings

You’re finally ready to test out your mappings.
 

  1. Grab the Contact ID from one of your fake contacts in your account.
  2. Include this Contact ID in your survey URL as a merge field, like this: https://www.getfeedback.com/r/CGgIyAQf?ContactID=003j0000004xv5Z
  3. Fill out the survey yourself and hit Submit.

 
This is a great way to quickly verify your mappings are working. You should then see the survey responses in GetFeedback, as well as in Salesforce.
 
You’ll also notice the green Salesforce symbol in your analyze screen, which indicates your mappings were successful. If there was a problem, you’ll see a red symbol instead, with an ‘i’ icon that you can click for more information on the error. We’ll go over more troubleshooting tips in the following lessons.

Once you run your tests, you should see something similar in your GetFeedback response page. Your Contact IDs appear in their own column...




… and in Salesforce, under your GetFeedback Survey custom object. Look in the contact record to find the survey response:



 
Now that you’ve learned the top three ways to store your survey responses in Salesforce, it’s important to understand how those responses get to GetFeedback in the first place.
 
Email is the primary survey distribution method today. While you can send GetFeedback surveys from nearly any email service provider, our customers typically send survey emails via Salesforce. We’ll cover that here, plus share some quick tips on sending surveys with other email providers, like Campaign Monitor.

 

Creating Salesforce-Aware Survey URLs
 

Now that you understand how to store survey responses in Salesforce, let’s go over how responses become associated with specific records. This will help frame our mapping strategy.
 
GetFeedback does not know who you send your surveys to by default. You share this information with GetFeedback through the survey URL. Each response can be attributed to a specific person, similar to how personalization works in most email providers.
 
So how do we map responses to a contact in Salesforce? Every specific record in Salesforce has a unique ID. For example, all Contacts have a "ContactID," all Accounts have an "AccountID," all Cases have a "CaseID," and so on.
 
In the example below, the customer (Stephanie Sartz) has the following ContactID: 003G000001S9UPA
 


 
All Contact IDs will start with the following unique identifier, known as the standard prefix: 003.
 
Here are some other common prefixes you’ll need to know later on, in the troubleshooting section.
 
Account
001
Leads
00Q
Contacts
003
Cases
500
 
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." This opens up many possibilities.
 
If I wanted to send a survey to Stephanie Sartz, I’d add her ContactID onto the end of the survey URL, like this:
 
https://www.getfeedback.com/r/05TCJ62M?ContactID=003G000001S9UPA


 
When Stephanie clicks on this link, we’ll be able to track her responses and attribute them to her in both GetFeedback and Salesforce. In GetFeedback, we’ll see her attributed responses within the Responses tab. In Salesforce, we’ll see her responses on her contact record or in our custom object.
 
You can also add information like the Account ID or Case ID to your URL:
 
https://www.getfeedback.com/r/05TCJ62M?ContactID=003G000001S9UPA&CaseID=500j0000003Entn&AccountID=001j000000B5V1e
 
Technically, you can put any identifier as a merge field (what appears before the equal sign). But for the sake of data quality, it’s best to use a recognizable identifier.
 

Using Merge Fields
 

Obviously, making a unique URL for every subscriber can be cumbersome and waste time. You’d have to send 1,000 emails separately to be able to personalize each campaign.
 
Luckily, Salesforce and GetFeedback use merge fields, so with some quick shortcuts in your link, you can easily send one link out, and it will be powered to pull customer information.
 
In short, a merge field is a field you can put in an email template, custom URL, or formula to incorporate values from a record. A merge field stores information so the URL can pull customer information when it’s sent out. We’ll break it down for you here to make it a bit clearer.

Let’s start with a regular GetFeedback link:




Now, sometimes you’ll see a URL that looks a bit more complicated. It may have extra merge fields on the end, which always start with a question mark. They might look something like this: ?ContactID=123456




You’ll see that we’ve added two components: the merge field name and the merge field value. The ? character separates the base URL from the first merge field, and any number of additional merge fields can be added onto the end of the URL by separating them with the & character, as shown here:



 
So how we do we get those merge fields to automatically populate once the survey is sent out via Salesforce? We use a dynamic merge field syntax provided by Salesforce to pull the information in.
 
When we use this dynamic merge field syntax from Salesforce, it will auto-generate the information when the email is sent. A merge field’s syntax can vary depending on where you’re using the field. To make sure you’re using the correct syntax, select merge fields from the drop-down list in the editor where you’re using the merge field.
 
Here are a few examples:
 
  • Contact ID = {!Contact.ID}
  • Case ID = {!Case.ID}
  • Account ID = {!Account.ID}
 
So, for instance, a GetFeedback link pulling in Salesforce data may look something like this:
 
https://www.getfeedback.com/r/05TCJ62M?ContactID={!Contact.ID}&Name={!Contact.Name}
 
In this link, we’re looking to pull both the contact ID (003j0000004xv5Z) and the Contact Name (Stephanie). When the survey is sent out to Stephanie, those merge fields will automatically populate with the corresponding Salesforce data:
 
https://www.getfeedback.com/r/05TCJ62M?ContactID=003j0000004xv5Z&Name=Stephanie
 
When Stephanie completes the survey, we can attribute her responses to her. Later on, GetFeedback can use this same information to map Stephanie’s survey responses to her Salesforce contact record—all based on the unique ID provided using those merge fields.
 
After distributing your Salesforce-aware survey, GetFeedback will collect all responses and surface the ones with associated Salesforce IDs in the Responses tab within the application. Seeing detailed Salesforce IDs in this interface is the first sign that you’ve set up your Salesforce-aware survey correctly.


 
To learn more, see our knowledge base section: Using Merge Fields
 
It’s important to note here that merge field “syntax” is dependent on your distribution method. The merge fields above are exclusive to Salesforce. If you’re distributing surveys through your email service provider, you’ll need to use their syntax.
 
Below are examples of merge field syntax from top email providers. To pull in email subscriber data, you’d append your survey URL with merge fields following their structure.


 
In these next few steps, we’ll finally walk you through how to combine everything and test. You’ll send your email from Salesforce, view your responses in GetFeedback, and finally see your records being created within Salesforce. Let’s get started!
 

Send out your survey email

First, you’ll need to send your email from Salesforce using your Salesforce-aware survey URL.
 
Next, select the button above your email template in Salesforce to send a test and verify merge fields.



 
A pop-up will ask you to select a contact to send this test to. Make sure you select the fake contact you’ve created using your own email address.

You can now send the preview to your own personal address for testing. When the email hits your inbox, hover over the link before clicking on it and look at the bottom of your browser. Notice how our merge fields now populate with our contact information.


 
Click on the link and take your survey!
 
 

View your response in GetFeedback

Now that you’ve sent out your survey and completed it, you can view your responses in both GetFeedback and Salesforce.
 
First, go back to your GetFeedback account and click on the Responses tab. You should see your latest response, along with a green checkbox on the left-hand side, indicating your Salesforce mapping was successful.
 
If you click on the green checkbox, you’ll also see the message sent back from Salesforce, letting you know which actions have been taken:
 


 
 

If you're not seeing your results come into Salesforce take a look at our Troubleshooting Salesforce Integration article or contact our support team at help@getfeedback.com.

 

 

 

 

 


 
 
 
 

 
 
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