Connecting to Salesforce

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:

  • Closing a case in Salesforce
  • Releasing a new feature
  • Selling a product or service
  • Hosting a company event

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:

  1. From the left side menu, select Integrations > Salesforce.
  2. Select Add Connection. You may need to scroll to the bottom of the connection list.
    If you don’t see the Add Connection button, your GetFeedback administrator may need to give you permission to add connections.
  3. Enter a Connection Name.
  4. Select the Organization Type, either Sandbox or Production. The organization type doesn’t affect the way your connection works in GetFeedback.
  5. Select Add. A Salesforce login page displays.
  6. Enter your Salesforce username and password, then select Login.
  7. Review the access request, then select Allow to complete your connection.

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:

  • Giving individual team members access to certain Salesforce connections
  • Enabling or disabling mappings permissions for each team member

Team members can connect their surveys to any Salesforce connections they have access to.

To manage your team's Salesforce connections and permissions:

  1. Log in to GetFeedback using your administrator account.
  2. From the left side menu, select Integrations > Salesforce.

To allow a team member to add Salesforce connections:

  1. Find the team member who should be able to add connections.
  2. Turn on the toggle for Can Add Connections.
  3. Repeat for any other team members you want to allow.

If you have multiple Salesforce connections, you can give your team members access to certain permissions.

  1. Find the team member to grant access to.
  2. Select +.
  3. Select the Salesforce connections to grant access to.

After getting access to a Salesforce connection, you can connect your individual survey to Salesforce.
To connect your survey to Salesforce:

  1. From your survey, select Mappings.
  2. To use our prebuilt Managed Mappings package, select Salesforce Managed Mappings. Learn how to set up managed mappings
  3. To map to custom objects, select Salesforce Custom Mappings. Learn how to set up custom mappings
  4. In Draft mode, select the Salesforce connection to send Draft or Live survey results to.
  5. Set up your mappings. Learn how to set up managed mappings or custom mappings

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:

  1. From your survey, select Mappings.
  2. Select either Salesforce Managed Mappings or Salesforce Custom Mappings.
  3. From the dropdowns at the top, select a different connection for your Draft or Live survey. You’ll get a message asking you to make sure your mappings still work with your new connection.
  4. To continue switching the connection, select Okay at the message.

You can delete a connection and still keep the mappings built in your surveys using that connection.

To delete a Salesforce connection:

  1. If you want to keep your mappings, create a new Salesforce connection. Change the connection for any surveys using the connection you want to delete.
  2. Select Integrations > Salesforce from the left side menu.
  3. Select the pencil button on the connection you want to delete.
  4. Select Delete connection.
  5. At the warning message, select Disconnect.

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.

Survey ownershipThe 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 IDsMake 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 fieldsMake 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 linkA 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 relationshipsMake 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 -{!Contact.ID}