Once you've built your GetFeedback Custom Mappings and created your email template with Salesforce merge fields, you can use survey responses to build custom reports and dashboards in Salesforce.
In this example, we have mapped an Overall Customer Satisfaction field into our Contact and Account records. Now we can build a report that groups customer satisfaction (CSAT) responses by score.
There are many ways to report on survey response data within Salesforce. Once you’ve created reports, you can create Salesforce Dashboards based on those reports. The image below shows a Customer Satisfaction dashboard based on custom Net Promoter Score and Customer Satisfaction reports:
You can edit, delete, and add new Reports and Dashboards within Salesforce as needed.
You can also use formula fields to categorize your data. For example, if you map Net Promoter Score (NPS) to Salesforce, you can create a formula to categorize scores as promoter, passive, or detractor. To do this:
The custom formula field on your object will translate the numerical score into a NPS category. You can then use the NPS data to create a report or dashboard that groups responses by Promoter, Detractor, or Passive categories.
Here's an example of a formula used to determine the value of a custom field Net Promoter Score.
Set up unique survey dashboards for each of your teammates, support agents, or stakeholders using dynamic dashboard filters. Setting up dynamic dashboard filters helps you make the most of your GetFeedback dashboard reporting within Salesforce. Learn more about GetFeedback dashboards.
Before implementing filtered dashboards in your own Salesforce Org, it's important to understand the link structure of GetFeedback’s dashboards and how to use the HMAC key that will validate the dashboard link.
The example below explains the GetFeedback dashboard link structure.
When using filtered dashboard links:
To set up filtered GetFeedback dashboards in Salesforce:
Now, your Salesforce users can click their personalized dashboard links under their user profile to open their filtered dashboard view