By default, GetFeedback doesn't track your survey recipient addresses, or identify who is clicking on a GetFeedback survey link. If you want to track respondent details, and match survey responses with known contacts, leads or opportunities, you can do this by adding merge fields to your survey URL. Merge fields, when used dynamically,let you create a unique URL for each survey recipient, and the responses collected can be attributed to each survey participant. When sending from Salesforce, this is accomplished by adding Salesforce merge fields to your survey link, or by adding merge fields to your GetFeedback email template.
We'll add the merge fields to your survey for you when you set up a Visualforce or HTML email export features, or Automated Email builder, but please follow along if you're creating a custom template to send to your customers from Salesforce.
If you're utilizing the GetFeedback for Salesforce integration, you will need to set up Salesforce Custom Mappings or Managed Mappings prior to distributing your survey.
While some of our tools can create template URLs automatically, you may need to build a GetFeedback URL yourself, like creating a custom email template within Salesforce. When adding merge fields to your survey link in order to track IDs and information, follow the proper syntax outlined by GetFeedback and utilize proper Salesforce merge fields. This URL syntax is as follows:
You'll notice we've included Salesforce merge fields within the "merge field value" section of our URLs using Salesforce personalization syntax. Merge fields can be used to dynamically add Salesforce data and IDs directly into your survey links. GetFeedback will then use the identifying information stored within the unique URL to associate survey responses with the proper records in Salesforce. This information is used in both tracking respondent information as well as mapping survey data back into Salesforce. When using merge fields, you can have one generic link within your template URL which will send as customized links to each recipient.
Here's an example of a generic survey URL within a template distributed from Salesforce with the intention of pulling in the respondent's Contact ID and First Name:
When this URL is distributed to a Contact, Salesforce will recognize the Salesforce merge field syntax within the URL, pull in the respondent's Contact ID and First Name, and place that information directly into the URL, replacing the syntax used within the template URL. When the respondent clicks on this unique link to complete the survey, GetFeedback will read the URL and extract the tracked information from it. Here's an example of how the template URL above may look after it is sent to a Salesforce Contact:
When that link is clicked by the recipient, GetFeedback will read the URL, direct the recipient to the GetFeedback survey, and place the value "0030X000001" in a column labeled "ContactID" and the value "Tym" in a column labeled "FirstName" within the results table.
Distribution Options when Sending from Salesforce
There are a few other common ways of sending from Salesforce where merge fields can be utilized. With the exception of triggering a custom email template, all options listed below have tools available directly within GetFeedback to automatically build merge fields into the URL behind the scenes:
Send via a Visualforce template using Send from Salesforce.
Use our Automate in GetFeedback using Salesforce distribution option to build an email template followed by a workflow in Salesforce.
Send from within GetFeedback using a Salesforce Report.
Populate a survey at the end of a Salesforce Chat.
Once you've chosen how you would like to distribute your survey from Salesforce, you can begin adding the merge fields you're including to your mappings manually or via the associated in-app tool.
Mapping Merge Fields to Salesforce
Once your merge fields are included alongside your responses, you may want to map this information into Salesforce along with the associated answer information.
To map a merge field to Salesforce, you will first need to take and fully submit your survey, utilizing the merge fields you want to map to Salesforce. Since merge fields can have any name, this step allows GetFeedback to know which merge fields you'll be mapping and gives you a chance to test out your distribution URL. Once you've done this, you should see those merge fields in your survey response table. For example:
In this example, I grabbed my survey distribution URL, added merge fields for Name and Email Address onto the end of the URL, and then answered and submitted the survey.
After those merge fields render in your response table, you can head to your mappings. When choosing merge fields as your mapping source, those merge fields will now be visible and you can build a mapping for them to one of your fields in Salesforce.
Once your mappings are built and you're ready to send from Salesforce, we encourage you to run multiple tests of the entire survey distribution and submission process to ensure respondent information is ending up where you want it.