Salesforce Conditional Mapping

Essentials feature: Available on Essentials, Pro, and Ultimate plans.

With Conditional Mapping, you can choose to map only certain responses to Salesforce to ensure you’re reaching the right people at the right time. For example, you may only want to create a new contact when someone gives you a response of “Satisfied” or “Very Satisfied” on a Customer Satisfaction score question. Or, you may want one survey response to create a case and another response to go to your Sales team and create a lead.

To set up conditional mapping:

  1. From the survey builder, select Mappings > Salesforce Custom Mappings.
  2. Select a Salesforce object to map to.
  3. Select an action to perform on the object.
  4. For Select a mapping condition, choose Only when.
  5. Select + Add filters, then add the condition for your mappings. You can base your filters on the following attributes:
    • The answer to a question (only for Rating Grid, Multiple Choice Grid, and Rank questions)
    • A merge field
    • The response language
  6. Repeat to add more filters as needed. If you add multiple filters, your feedback must match all filters to be mapped to Salesforce.
  7. Select Continue to keep setting up your custom mapping.

Example: We want to create a new case each time a respondent gives a response that "the wait time was too long." Set the condition to The answer to, then choose the question to use. Then, choose Is equal to and enter “The wait time was too long.”

Like conditional mappings, field-level conditional mappings use 'AND' rules to define what does and does not get mapped to Salesforce. For example, you might want responses mapped to Salesforce for a particular question only when they match or contain one of your merge fields.

While conditional mappings set conditions on the entire mapping, field-level conditional mappings create conditions on individual fields that you’re mapping to Salesforce. You can use a variety of conditional and non-conditional rules when building your mappings.

To use field-level mapping:

  1. Create your mapping.
  2. Once you save your mapping, you can create more conditions on the answers, merge fields, response attributes, question text, and fixed values that you want to map to Salesforce.

Every field within Salesforce has a defined data type and can only accept data from specific GetFeedback question types. For example, when you use the Salesforce app, you can't put a long string of text in a field that expects a number. Learn more about supported data types