In this article, we'll discuss how to build GetFeedback Custom Mappings to Salesforce. Custom mappings make it easy to pass survey response data to Salesforce in the way that makes sense for your team and use case.
Once you've added your Salesforce connection to GetFeedback, you can connect your survey through this Salesforce account. Navigate to the Mappings tab of your survey and choose Salesforce Custom Mappings. if using our Draft/Publish feature, you'll want to do this in the Draft version of your survey. Next, choose which Salesforce connection you would like to push your survey responses to. You’ll choose this from the dropdown labeled push survey results to at the top of your screen.
Once your survey is connected to your Salesforce environment, you’ll decide where your survey data is going to live in Salesforce. If you want to pass your survey responses to a custom object, you’ll need to create that first. If you’re passing responses to a common object already in Salesforce, read on.
To create your Custom Object in Salesforce, you'll navigate to Set Up > Object Manager > Create > New Custom Object.
Save your custom object by adding a label, object name, and record name. You will want the label and object name to be related to the survey you're mapping from. For example, 'CSAT Survey' or 'NPS Survey December 2020.'
Now that you've saved your Custom Object, you will begin defining custom fields within this object. Your custom fields will hold survey responses, merge fields, and any other survey information like completion date, or response language.
On your new custom object, you’ll want to add new custom fields. Add a custom field for each piece of information in your survey you want to store in this Custom Object. If you have three questions in your survey, along with a 'First Name' merge field and a 'Survey Completed Time' response attribute that you want to map into this Custom Object, you will need to create a field for each of these items.
When you begin creating a custom field, decide which type of data field you're mapping to. The field type will depend on which type of question or value you're mapping to this custom field.
This is also where you can add Lookup Relationships. A lookup relationship allows survey responses that land in this object to be associated with another object, such as the Contact object. This requires you to pull the associated ID (such as the Contact ID) into your survey responses, at the time you send out your survey.
Once a lookup relationship is created within your Custom Object - we'll automatically map over any related IDs included as a merge field for any lookup relationship. Your Custom Object layout will look something like this :
Now that your Salesforce is set up to receive GetFeedback survey response data, we can set up your GetFeedback Custom Mappings.
Navigate to your survey's Custom Mappings page and click Add Mapping. You can now choose the new Custom Object you've just created as the object you're mapping to.
Where is your data going to live in Salesforce? Pick the object that we’ll send your survey response data to.
What you’d like to do with the data? Will you create a new record or update an existing record?
In most circumstances when using a Custom Object, you'll want to choose Create a new record in that object with each submission. Updating an existing record within a specific Object is also available, but you'll need to make sure you can include the ID for the record you're updating within that object as a merge field in order for the mapping to be successful - otherwise, GetFeedback won't know which record to update, and the record update could fail.
Once you've chosen the object you want to map to, you’ll select the appropriate action you’d like to take. After the object is chosen, you’ll have the option to set conditions on the mapping for when you’d like it to run. Read more about Conditional Mapping and how it functions.
Once you've chosen your object, action, and conditions, you’ll click Continue to build your mappings. Next, you’ll select a mapping source from the following list:
A merge field
A response attribute
A fixed value
A short answer's sentiment (using Text Analytics)
To map a merge field to Salesforce, you will need to submit a test response of your survey first. Before continuing, read more about how to map a merge field to Salesforce.
If you're not seeing a field you created in Salesforce, be sure you’ve set the correct permissions on your Custom Object and you’re able to read and write to those fields. Using the example above, here’s the layout of my Custom Mappings so far -
Each question in the associated NPS survey is mapped to a corresponding field within Salesforce, along with a First Name merge field, and a Completion Time response attribute. The Survey Name is automatically mapped to Salesforce, along with any Contact ID included as a merge field.
Let's look at a survey response that was submitted using the NPS Survey while pulling in the first name and Contact ID of the respondent.
All fields were pulled in correctly, and are linked to the Contact ID we included as a merge field value. As always, please test your mappings and merge field set up before sending out your first live survey.