A Detailed Look at GetFeedback Custom Mapping to Salesforce

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Before diving into this help article, be sure you have a basic understanding of our Custom Mappings. You can find this in our Getting Started with GetFeedback for Salesforce - Custom Mappings help article. 

GetFeedback Custom Mappings are flexible and can be used to both create new records, update existing records or do both at the same time with survey response data. Use GetFeedback custom mappings to push responses to a custom object, or standard objects within your Salesforce organization. 

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Create a new record 

The most common method for integrating survey responses into Salesforce is to create a new record for each response with all of the answers from your survey mapping into that new record. Use GetFeedback to create a record of any type, like a new contact or opportunity, but generally, we recommend that you map your survey responses to a dedicated custom object. 

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

  • Navigate to your survey from within GetFeedback. Connect the draft and live versions of your survey by navigating to your survey draft > Mappings > Salesforce Custom Mappings. 

  • Choose what action you want to take with these mappings. We’ll choose Create a New record. 

  • Choose which object you'll be mapping to, your custom object should be available in the dropdown. 

  • Add conditional mappings to set parameters on your mappings.

  • Click Continue to build your record mappings. 

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Update an existing record 

If you want to update an existing Salesforce record, which can be identified by an existing Salesforce ID,  this can be done with Custom mappings. Be sure to include the ID as a merge field alongside the response - without that ID, our system will not know which record in Salesforce to update.

  • Navigate to your survey from within GetFeedback. Connect the draft and live versions of your survey by navigating to your Survey Draft > Mappings > Salesforce Custom Mappings. 

  • Choose what action you want to take with these mappings. We’ll choose Update fields.

  • Choose which object you'll be mapping to.

  • Add conditional mappings to set parameters on your mappings.

  • Click Continue to begin building your record mappings. 

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Create an Activity Record

When you map survey responses into Salesforce, you can create Activity records associated with any of the Salesforce record IDs specified.

In the image below, you can see that this survey response has an associated Salesforce Case ID, and Case Owner ID. 

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Because I’ve pulled in these Salesforce record IDs as merge fields, I can use custom mappings to create and associate a new activity record with my Case object.

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Click on 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.

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You can’t easily run reports or build dashboards with plain text in an activity record. Because of this, we recommend mapping 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.