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 share 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:
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
STEP 3: Mapping Survey Responses to Salesforce
Please note: You must be the owner of a survey to create mappings
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 responses and tie the results back into Salesforce. Now that we are successfully gathering "Salesforce Aware" survey responses, we can determine exactly how we want the data to save into Salesforce. There are a few options for mapping data into Salesforce, shown in order of popularity, and explained below:
Creating NEW Salesforce Records 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. You can use GetFeedback to create a record of any type (ie, New Contact, New Lead, etc), but for the most common scenarios, we see companies creating a new Custom Object to store the survey response data. 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:
As shown in the example above, you typically will want your custom object to be related to another Salesforce object, such as Contacts, Accounts, or Cases. Therefore, it's important that you add lookup fields to these other objects. The simple way to think about it is, if you included the Salesforce ID of an object in the "Salesforce Aware" survey URL, you'll want a lookup field to that Object. For example, to place your survey responses into a custom object associated with Contacts, create a Lookup field to contact in your new Custom Object by clicking "New" in the "Custom Field" section, selecting Lookup Relationship, then select Contact in the "Related To" screen, then proceed with the rest of the setup of the object.
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. Here on the Salesforce tab within GetFeedback, you'll find an option to Integrate with Salesforce:
Clicking on this button 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:
In this example, you can see that we are creating a new "Wine Survey Response" record for each survey response.
Note: If you created a custom object to accept survey responses as in the example shown here, you must select "Create New" option even if the object is related to an existing Salesforce record like Contacts because the related custom object record does not yet exist.
Make sure to populate any required fields as necessary during the mapping process. The new record will automatically be created in Salesforce, as shown here as a related list on the Contact:
Note: If you'd like the custom object to display certain fields right on the contact page, like the above example you'll want to go into Customize > Contacts > Page Layouts and edit the related list properties for that custom object.
You can also map different record types to your Custom Object. You'll add those different record types to your custom object, and then choose which record each mapping is set up with. Here's a screenshot of where you'd choose the record type when setting up the mapping to create a new custom object -
Creating Multiple Records within Your Custom or Standard Object
When creating your mappings to a custom or standard object you can also add the ability to create multiple records within that object as well.
As we’ve gone over here, typically when creating a mapping you will add one record for each response that comes in, updating individual fields that you’ve created within that record. In this case, you might want to create multiple records within that object for each different question within your survey. A few reasons you might want to do this would be:
- You can create generic fields for each question in your survey and the answer. For example you’d have a few fields in your object: Question (to map your question text) and answer (you can have multiple here each aligning with a question type such as text, number, or picklist). Once you have this setup once you can then map any future surveys to these generic fields so you’ll end up with a record that maps both the question text and answer for each new record in those fields.
- Each salesforce instance is different, and because of this, some organizations may prefer to report when each answer is a different record. This way, they can see all records generated of a single answer instead of having to report on the overall custom object and picking out the specific field. This way, you can do side by side comparison.
In order to set this up you’ll go into your Salesforce mapping area within your GetFeedback account. Select “Create new” to create a new record when the response comes in and then select your object.
Next, create one mapping at a time clicking 'save' after you've mapped each question or answer. Create one mapping for each new record that you'd like to create. For example, you can create a new record for each answer response that comes in.
Mapping Survey Responses into Salesforce Fields on EXISTING Records
Perhaps you already have an existing Salesforce record, recognized by an existing ContactID or an existing CaseID, and would like to map survey response data into fields on that record. No problem! First select a question from your survey and then specify where the answer to that question will be saved. GetFeedback dynamically shows the Salesforce Object and Fields from Salesforce.
In this example, you can see that we have taken some of the survey responses and mapped them into fields on the Contact record, and you can do the same for the Case record, Account Record. After setting up your survey mappings, every new response received will follow these rules and the data will save into these Salesforce fields, as shown below on the Contact and Case records
Now with your survey response data in Salesforce, it's possible to trigger any action within Salesforce, such as an alert, Chatter post, or a Workflow rule. Also, it now becomes possible to build Salesforce Reports and Dashboards that roll up survey response data in aggregate.
Viewing "Salesforce Aware" Survey Responses in Salesforce As Activity Records
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 responses and tie the results back into Salesforce. When you map survey responses into Salesforce, you also have the option of creating Activity records associated with any of the Salesforce record IDs specified.
For example, in the screen below you can see that each survey response has an associated Salesforce CaseID, AccountID, and ContactID. Keep in mind that this is only an example, and you are NOT limited to only the Case, Account and Contact records.
Once you see the Salesforce record IDs in your Results tab (as shown in the screen above), you can use the Salesforce mapping tool to optionally create a new activity record associated with any of these objects in Salesforce, as shown here:
Within Salesforce the Activity will appear on each of those specific Case, Account, Contact, or other records specified, as shown below:
Clicking on the Activity record in Salesforce shows the detail inside. 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 is important to serve as a complete record of all interactions with this customer.
While useful in some situations, for most organizations, an Activity record is simply not enough, because you can't run reports or build dashboards easily off of plain text stored in an activity record. Hence, we recommend mapping your GetFeedback survey response data into Salesforce by creating a NEW custom object record or mapping fields onto an EXISTING record (possibly in addition to creating an Activity record).
Mapping Customized Answer Values
Another option that you have when mapping your survey responses into Salesforce is to create custom values to map into Salesforce, rather than the survey answer itself. In some cases– for data consistency or normalization– you may want to map different values into Salesforce than the answer choice values that are shown in your survey.
Please note: this is only available for multiple choice questions.
For example, if you have a multiple choice question in your survey you can choose not to map the answer selected, but another value that represents the choice selected by the survey taker instead, such as:
How would you rate your support today?
1. Poor 2. Good 3. Excellent
You can then map in a numerical value rather than the words themselves into Salesforce where Poor = 1, Good = 2, and Excellent = 3.
To do this, you'll want to go into your Salesforce tab and start to set up your mappings and select where you'd like for your survey responses to go (see above for a write up on each option). Next, select to map an answer to a field:
Create your mapping by selecting the question you'd like to map and the field you'd like to see the answer then. Finally, select the link at the bottom to custom the value:
After clicking on this you'll see a pop-up menu that will allow for you to type in the custom value that you'd like to map into Salesforce for each selected answer.
If you are trying to set this up and run into any additional issues, please don't hesitate to contact our friendly support team at email@example.com
From here please continue to Using Survey Responses to Build Salesforce Reports & Dashboards or view the GetFeedback for Salesforce Getting Started Guide
Running into issues? See how you can troubleshoot common Salesforce Integration problems.