Troubleshooting Salesforce Integration

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There are a few common issues that can arise when getting your GetFeedback account set up with Salesforce. If you're still running into difficulties with your Salesforce mappings, here are a few troubleshooting tips to help.

Errors mapping your response to Salesforce

Check your Results tab on the survey for red circles indicating errors mapping your response to Salesforce

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If you click the red error circle, you will be able to see exactly what error is occurring and why the response isn’t being mapped.

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If you find an error, you will want to first check your Salesforce settings for required fields and permission settings. Also, be sure the correct Salesforce IDs are getting pulled into the Results tab. Make sure that you have merge fields pulling unique ids through, such as Contact ID, Account ID, Lead ID etc. For example, if you want the record to show up on the Contact, you will need the Contact ID in the survey URL.

If a large amount of mappings have failed, you can fix your mappings and then navigate to your custom mappings page, hit the re-sync arrows and choose 'Sync Failed Responses Only':

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If using managed mappings, you can re-sync responses individually via your Response page. If you need a large amount of past failed or un-synced responses re-synced to your Salesforce environment while using Managed Mappings, please reach out to help@getfeedback.com to begin this process. Read more about re-syncing responses to Salesforce retroactively.

You can also turn on notifications to be immediately notified if a mapping fails . When this setting is a turned on the email address associated with the GetFeedback account will immediately be notified when a mapping fails to land in Salesforce so they can make changes as needed.

The email that you receive will look something like this:

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You'll want to be sure to turn this on in your survey 'Settings' as seen here:

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Please note: This feature must be turned on per survey.

When failed mapping notifications are turned on, you'll also see the option to receive a periodic summary of failed mappings as well. Turning on the periodic summary setting means you will receive an immediate notification of your failed mappings and an additional five reminders of failed mappings over a period of three weeks with a summary of failed mappings. The summary reminders will stop after the mappings are fixed or 21 days pass, whichever comes first.

Salesforce IDs and Lookup Relationships

Make sure you have a unique ID passed through via a merge field so that we can tie your response back to the lookup relationship you created in your custom object or tie back your response to a case, contact, or account.

When you create a Custom object, you will want to relate it to another Salesforce object, such as Contacts, Accounts, or Cases. It is important to add lookup fields to these other objects. The simple way to think about it is if you have your custom object related to contacts, cases, or accounts within your custom object via a lookup relationship, you’ll also want to include the unique ID merge field for that lookup relationship. For example, if you have a custom object that has a lookup relationship to Contacts then you’ll want to include the merge field {!Contact.ID} when creating your URL.

To place your survey responses into a custom object associated with Contacts, create a Lookup field to contact in your new Custom object by clicking "New" in the "Custom Field" section, selecting Lookup Relationship, then select Contact in the "Related To" screen, then proceed with the rest of the setup of the object. Here's how to get a lookup relationship added in Salesforce.

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For example, the URL might look like this if contact is the lookup - https://www.getfeedback.com/r/lKnRo1e3?ContactId={!Contact.ID}

Survey Ownership

Check to make sure you’re the owner of the survey. Is the survey owned by someone else? The owner of the survey must be the one creating and editing Salesforce mappings. Otherwise, you’ll receive an error when trying to creating your mappings in the Salesforce tab of your GetFeedback account.

Correct Salesforce IDs

Check that the right ID prefix is being used when your merge fields are populated.  Here is a guide for what the ID should start with:

  • 001 - Account ID

  • 003 - Contact ID

  • 006 - Opportunity ID

  • 015 - Document ID

  • 500 - Case ID

  • 00O - Reports ID

  • 00Q - Lead ID

  • 701 - Campaign ID

If you’re running into problems with the IDs not matching up to the unique ID you wish to pull in, change the merge field to {!Contact.ID}, {!Account.ID}, {!Opportunity.ID}etc. to match the unique ID of the record.

Correct data fields

Is the correct data field type being used for the mapping? Certain fields in Salesforce need to be matched up with certain GetFeedback question types.Here’s a helpful guide:

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

Key Driver (item)

Number, 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, 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

Broken Links

Is your link broken? If only part of the link shows up as hyperlinked, this could be due to special characters or spaces showing up where they shouldn't, which is causing the link to break upon sending.

A broken link won’t pull in merge fields correctly, so you'll only see part of your information or merge fields coming into your Results tab leaving off the rest of your merge fields included in the link.

The fix for this is quite easy as you'll just want to URL encode the merge fields where you think there might be spaces appearing. For example, a full name merge field, address field, zip code field, or anywhere else you fear there might be spaces or special characters. In short, URL encoding converts characters into a format that can be transmitted over the Internet. To put this into place in your URL you'll need to add a bit of extra code in with each merge field like the examples below:

FirstName={!Contact.Name} or Address={!Contact.MailingStreet}
becomes
FirstName={!URLENCODE(Contact.Name)} or Address={!URLENCODE(Contact.MailingStreet)}

If you find that encoding is not resolving the broken link, or the link is still getting cut off, you may want to try hyperlinking the survey URL behind text (such as “Click here to take the survey!”) in your Salesforce email template. Here is a screencast of how to set this up in your template:

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Connection Issues

If you're unable to connect to Salesforce you might see the following error:

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In this case you'll want to contact your Salesforce administrator to make some changes to your security policy. Follow this Salesforce help document to make changes to your Connected Apps Oauth settings to resolve the issue and connect to Salesforce.

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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.