Conditional Mapping with Salesforce

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With Conditional Mapping, you can set stipulations for when survey responses are mapped to Salesforce.

For example, you may only want to create a new contact when someone gives you a response of ‘Satisfied’ or ‘Very Satisfied’ when using 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.Regardless, conditional mapping is a great way to streamline your survey process and ensure you’re reaching the right people at the right time.

Please note: This feature is only available on select GetFeedback for Salesforce plans.

Getting Started

To begin, you’ll want to make sure your account is connected to your Salesforce instance. Check out our article on how to connect GetFeedback to Salesforce.

Once you’re connected to Salesforce, you’ll want to create a survey. After you’ve created your survey, you can begin exploring Conditional Mapping.

How to set up Conditional Mapping

Now that you’ve created you survey, you’ll want to hover click on your Salesforce tab and select Customer Mappings. You'll then be given the option to ‘Add a Mapping’, followed by a ‘Select an action’ drop-down box. Once you’ve selected an action, you will see the option to map responses ‘Every time’ or ‘Only when’. When choosing ‘Only when’, a box will appear for you to ‘Add filters’ to this mapping:

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Filters can be based on three attributes:

  • The answer to a question*

  • A merge field

  • The response language

*Conditional Mapping rules cannot be based on Rating Grid, Multiple Choice Grid, or Rank questions at this time.

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You can use as many or as few filters as you’d like.

Conditional Mapping currently only supports ‘AND’ rules. ‘OR’ rules are not available with this feature.

Once you’ve created your mapping and added your conditions, you can then click on ‘Continue’ to set up your mapping (more on Mapping Surveys to Salesforce ).

Let’s say you want to create a new case each time a respondent gives a response that "the wait time was too long," you would set your conditional mapping like this:

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Once you’ve set up this up, you’ll press ‘Continue’ and build the rest of your mapping.

Field Level Conditional Mapping

Once you've created my mapping, you can create further conditions on the answers, merge fields, response attributes, question text, and fixed values that you want to map to Salesforce.

Much like building 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:

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While general Conditional Mappings set conditions on the entire mapping to Salesforce, Field Level Conditional Mappings create conditions on individual fields that I'm mapping to within Salesforce. You can use a variety of conditional and non-conditional rules when building your mappings.

Mapping Survey Responses into Salesforce Fields (Supported Data Types)

Every field within Salesforce has a defined data type.  When fields are created in Salesforce, they have types such as String, TextArea, Number, PickList, etc.It's important to understand that these fields expect data of a certain type. For example, when you use the Salesforce app, you can't put a long string of text in a field that expects a number. The same is true when you use GetFeedback and it tries to insert data through the Salesforce API. Therefore, the following survey response mappings are supported:

GetFeedback Question Type

Salesforce Field Data Type

Custom Effort Score (CES)

Number, Text, or Text Area

Customer Satisfaction Score (CSAT)

Number, Text, or Text Area

Form

Text, Text Area, Email, Number, Website, or Date

Image Upload

Text or Text Area

Like or Dislike

Text, Text Area, or Checkbox

Multiple Choice

Text, Text Area, Picklist or Picklist (Multi-Select)

Multiple Choice Comment

Text or Text Area

Multiple Choice Grid (Item)

Text, Text Area, Picklist or Picklist (Multi-Select)

Net Promoter Score (NPS)

Number, Text, or Text Area

Picture Choice

Text, Text Area, Picklist or Picklist (Multi-Select)

Rank

Text or Text Area

Rating

Number, Text, or Text Area

Rating Grid (Item)

Number, Text, or Text Area

Short Answer

Text, or Text Area, Text Area (Long)

Slider Bar

Number, Text, or Text Area

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*Net Promoter, Net Promoter System, Net Promoter Score, NPS and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.