Salesforce Custom Mapping

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

Use custom mappings to send data to standard or custom objects, create or update records, or create activity records in 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.

If you only want to map survey titles, questions, and responses to Salesforce to use in reports, you can use our Managed Mapping package instead. The Managed Mapping package automatically creates objects and mappings for you.

Create the custom objects you want to map to in Salesforce. Make sure the object label and name are related to the survey you’re mapping to (example: NPS Survey). If you’re passing responses to a common object already in Salesforce, skip to Creating Custom Mappings in GetFeedback.

Make sure to enable permissions to read and write to this object.

Once you save your Custom Object, define custom fields on the object. The custom fields on your object will hold survey responses, merge fields, and any other survey information that you map to Salesforce, like completion date or response language.

Make sure to do the following for your custom object:

  • Add a custom field for each piece of information in your survey you want to store in this Custom Object. Example: If you have three questions in your survey, a 'First Name' merge field, and a 'Survey Completed Time' response attribute that you want to map to this custom object, you’ll create 5 custom fields. Create one for each question, one for the merge field, and one for the Survey Completed Time attribute.
  • When you create a custom field, decide which type of data field you're mapping to. The field type you can use depends on which type of question or value you're mapping to this custom field.
  • Make sure you can write to these fields. GetFeedback can’t push data to read-only fields.

This is also where you can add Lookup Relationships. A lookup relationship allows survey responses that are mapped to 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 you create a lookup relationship with your custom object, we map any related IDs as a merge field for any lookup relationship.

Now that your Salesforce is set up to receive GetFeedback survey response data, you can create your custom mappings in GetFeedback.

Create your custom mappings to send data to Salesforce. Consider the following when creating your mappings:

  • Decide where your data is going to live in Salesforce. This helps you decide which object you want to map survey responses to.
  • Decide what you want to do with the data. You may want to create a new record or update an existing one.

If you choose to update a record, you'll need to add a merge field that includes the ID for the record you're updating in your object. Otherwise, GetFeedback won't know which record to update, and the mapping could fail.

To create custom mappings in GetFeedback:

  1. From the survey builder, select Mappings > Salesforce Custom Mappings. Choose a Salesforce connection if you haven’t already.
  2. Select Add Mapping.
  3. Select a Salesforce object to map responses to.
  4. Select an action to perform. You can Create a new record, Update fields on an existing object, Create or update an existing object, or Create an Activity on an existing object.
  5. Select a mapping condition.
    • Every time: Map all survey responses to Salesforce.
    • Only when: Only map responses that match certain conditions. If you choose this option, set up filters to determine which responses to map to Salesforce. Learn more
  6. Review your mapping, then select Continue.
  7. Select a mapping source to determine what data you’ll map to Salesforce. Choose from any of the following options:
    • An answer
    • A merge field
      If you map a merge field, you’ll need to submit a test response of your survey first. Learn more about mapping merge fields in Salesforce
    • A response attribute
    • Question text
    • A fixed value
    • A short answer's sentiment (using Text Analytics)
  8. Select the item you want to map to Salesforce, then choose if you want to map it every time or only when it meets certain conditions.
  9. Choose the Salesforce field to map this item to.
  10. Select Add. You can now create more mappings, if needed.
  11. When you’re ready, select Save to save your mappings. You can now view and edit your mappings from the Salesforce Custom Mappings page.
  12. Make sure to test your mappings and merge fields before sending out your first live survey.

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.

You may want to map different values into Salesforce than the answer choice values shown in your survey. You can map a value that represents the respondent’s answer choice (such as an acronym, ID number, or numerical value) instead of the answer.

Custom value mapping can only be used with Multiple Choice questions.

To map custom values to Salesforce:

  1. From the survey builder, select Mappings > Salesforce Custom Mappings.
  2. Choose the settings for your mappings, then select Continue.
  3. In the Add a Mapping for Answer section, select Map an answer.
  4. Choose your multiple choice question.
  5. Under Salesforce Field, select Customize mapped values.
  6. Enter the custom values to map into Salesforce for each question.
  7. Select Done.

Continue building your mappings, then save them when you’re done.

You can use custom mappings to Create a new record, Update fields on an existing object, Create or update an existing object, or Create an Activity on an existing object.

Create a record of any type. Creating a new record works best when you map responses to a dedicated custom object, but you can also create a new contact or opportunity from survey responses.

Once you’ve set up your custom object in Salesforce, you’ll be ready to build your custom mappings.

Update existing records of a certain type, such as a Case or Account. When you want to update an existing record:

  • Build the fields you want to update before creating your mappings.
  • Include the Record ID of the record you want to update as a merge field on your survey. We update this record with response data when someone completes your survey.

You can’t easily run reports or build dashboards with plain text in an activity record. It’s best to map your GetFeedback survey response data by creating a new custom object record or updating an existing record, in addition to setting up an Activity on a standard object.

You can create Activity records associated with any of the Salesforce record IDs you added. For example, if you add Case ID and Owner to the survey as merge fields, the custom mapping creates a new activity on those records.

Select the Activity record to see the mapping details. Each Activity record should include a link to the response, the survey summary, and the plain text version of the survey response. The Activity record serves as a complete record of all interactions with this customer.