Salesforce Integration
You can trigger survey send outs within Netigate feedback, by detecting automatic status changes within your Salesforce account, and triggering a survey to be distributed to the selected contact email.
Setup a connector
To begin setting up your salesforce connection, you can choose to connect to either a>
- Production environment
- Live environment used for your general business CRM tracking.
- Sandbox environment
- Demo environment where you can test functionality
Selecting either the “connect” or “sandbox” option will connect the Salesforce integration to your account. The Salesforce integration is connected to the specific account used only. You can integrate the Salesforce environment to multiple Netigate account instances.
When you have selected an option, you will be redirected to the screen below.
Enter your credentials you would usually use to login to your salesforce account.
Note: If you already have an active session running in your browser, you will be automatically logged in.
When the connection is successful, you will be redirected back to the Netigate Integrations page.
Setup a Salesforce Trigger
When you have successfully connected a Salesforce environment, your next step is to then start to setup triggers, which will identify changes in the environment. For example, you may want to send out an NPS survey to all customers who’s Opportunity status is changed to “Closed Lost” to gather feedback on what you might be lacking in the product features. The trigger settings can automate these send outs for you and make it easier to manage the collection of this data.
Create a trigger
To create a trigger, select Create Trigger.
Select survey
When creating a survey trigger, you will need to connect it to a survey that you wish to send to the recipients who meet the trigger requirements of your send out. Let’s use the example of wanting to send the NPS survey to Opportunities who reach “Closed Lost” status.
In this scenario, we will select NPS from the list of surveys.
Note: It is recommended to have the survey and a draft distribution saved before creating the Salesforce triggers.
Edit survey triggers
Once the survey has been selected, it is now time to set the criteria of triggers that will distribute the send out to the recipient.
Initially, you will see the survey name that has been selected, the folder in Netigate the survey is located, and the survey last answer date.
Salesforce Object
The Salesforce Object is the object area you wish to use for notifying contacts in the Salesforce environment. While all Salesforce Objects are collected, the main ones most people will use are the following:
- Opportunity
- Campaign
- Case
All Salesforce objects are possible, so it is up to the user on how they wish to use the trigger events. For our example we will select Opportunity.
Field
Select the event field from Salesforce tied to the selected Salesforce Object. For our example, we will select StageName.
Value
The value of the field when selected which will determine if the trigger criteria is met, if the value in Salesforce is equal to the selection. As we are looking at Closed Lost opportunities, we will select “Closed Lost”.
Send Survey To
This will determine which end recipient should receive the survey.
As our opportunity has contacts assigned to them in Salesforce, then we can use the ContactId Object for contacts.
Selecting email will then gather the email from that contact and add it to the respondent list when triggered in Netigate.
Survey Distribution
To distribute a survey to a Salesforce connected recipient, we will need to choose an email send out, this is where it is important if the survey distribution send out is already created. You can navigate from this page to create a new send out, and navigate back, but some trigger settings may be lost.
In the drop-down list, you will see all email distributions connected to the SurveyID.
Background data fields
You can map the Background data fields from Salesforce, into the Background data fields you have set in your respondent list.
This allows the information you already have in your Salesforce account, to be mapped directly against the respondent from your CRM system.
Save triggers
When all your settings are completed, you can save the trigger in the top right corner.
Saving a trigger locks the survey trigger settings and survey send out distribution. This is locked as Netigate will begin building a baseline of the information you have in your salesforce account with information matching the triggers, up to 2 years back. We will automatically remove information older than 2 years. This information is required for us to determine whether changes within the account have been made.
It may take a few days to complete the baseline, depending on the size of your Salesforce environment. This is to spread out the number of API calls within a 24-hour period over time.
Note: Disconnecting a Salesforce connection will remove all baseline information from our systems. New baselines will be rebuilt when connecting a new environment.
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