Essentials feature: Available on Essentials, Pro, and Ultimate plans.
The Salesforce integration in GetFeedback helps you create visually engaging and mobile-ready surveys, send surveys automatically, and map responses back to Salesforce. For example, you can use the Salesforce integration to send surveys after:
You can also map survey responses back to Salesforce cases, accounts, and many other objects.
Start using your GetFeedback for Salesforce integration by connecting Salesforce to your GetFeedback account. To connect GetFeedback to Salesforce:
You can connect GetFeedback to multiple Salesforce environments, such as your sandbox and production environments, depending on how many Salesforce connections are included with your GetFeedback plan. You'll always be able to see how many Salesforce connections you have remaining.
If you need more connections, contact our Sales team.
Team administrators can manage how each team member connects to Salesforce by:
Team members can connect their surveys to any Salesforce connections they have access to.
To manage your team's Salesforce connections and permissions:
To allow a team member to add Salesforce connections:
If you have multiple Salesforce connections, you can give your team members access to certain permissions.
After getting access to a Salesforce connection, you can connect your individual survey to Salesforce.
To connect your survey to Salesforce:
After connecting your survey to Salesforce, you can switch between connections at any time. For example, you can switch between a Sandbox and Production instance to test your mappings before publishing your survey.
Test your mappings when switching connections to make sure your responses map correctly.
If you test your survey with a Sandbox connection and switch to a Production environment, your test responses won’t be deleted. If you want to keep test responses separate, you can create a copy of your survey instead of switching the connection on your existing survey.
To switch a survey's Salesforce connection:
You can delete a connection and still keep the mappings built in your surveys using that connection. If you reconnect your survey to a Salesforce environment, your mappings will work again.
To delete a Salesforce connection:
The Salesforce connection is permanently deleted. Any surveys still using this connection will stop sending results to Salesforce.
There are a few common issues that can occur when getting your GetFeedback account set up with Salesforce.
If you can’t connect to Salesforce, you might see the error Unable to Add Salesforce Connection and Error: this app is blocked by admin.
If you get this error, contact your Salesforce administrator to make some changes to your security policy. You'll need to make changes to your Connected Apps Oauth settings in Salesforce to resolve the issue.
There are a few common errors when mapping a survey to Salesforce. Here's a list of common merge field errors and how to resolve them.
| Issue | Resolution |
| Survey ownership | The survey owner needs to create and edit Salesforce mappings. If you can't create mappings, make sure you're the owner of the survey. If not, ask the owner to transfer the survey to you. |
| Incorrect Salesforce IDs | Make sure your merge fields use the right ID prefix when pulling in data. Here is a guide for ID prefixes: 001 - Account ID 003 - Contact ID 006 - Opportunity ID 015 - Document ID 500 - Case ID 00O - Reports ID 00Q - Lead ID 701 - Campaign ID If the IDs don’t match the unique ID you wish to pull in, change the merge field to {!Contact.ID}, {!Account.ID}, {!Opportunity.ID}etc. to match the unique record ID. |
| Mapping to incompatible Salesforce fields | Make sure you’re mapping questions to the correct Salesforce field types. Some questions can only be mapped to certain field types. Learn more about compatible fields in Salesforce |
| Broken survey link | A broken link won’t pull in merge fields correctly, so you'll only see part of your information or merge fields coming in your Results tab. To fix broken links, encode the merge fields where you think there might be spaces appearing (such as a full name, address, or zip code merge field). URL encoding converts characters into a format that can be transmitted over the Internet. To use URL encoding, add a short piece of code to each merge field. For example, change Address={!Contact.MailingStreet} to Address={!URLENCODE(Contact.MailingStreet)} If encoding doesn’t fix the broken link, or the link is still cut off, try hyperlinking the survey link behind text (such as “Click here to take the survey!”) in your Salesforce email template. |
| Salesforce IDs and lookup relationships | Make sure to add any IDs as merge fields so we can tie your response back to the lookup relationship or a case, contact, or account. When you create a custom object, you’ll want to relate it to another Salesforce object, such as Contacts, Accounts, or Cases using lookup relationships. For example, if you have a custom object that has a lookup relationship to Contacts, you’ll want to include the merge field {!Contact.ID} in your survey link. To place your survey responses into a custom object associated with Contacts, create a Lookup field to contact in your new custom object. For example, the URL might look like this if contact is the lookup - https://www.getfeedback.com/r/lKnRo1e3?ContactId={!Contact.ID} |