Zonka Feedback offers to integrate with Salesforce and sync the attributes of objects in your Salesforce account with the values captured in the response of the survey you conduct.
Simply state the triggers and define the mappings and Zonka Feedback would do the rest. You can capture leads, create contacts, accounts, opportunities etc and update the existing ones with survey responses.
With the Salesforce and Zonka Feedback, you can:
Sync your Salesforce objects and their fields
Create and update objects as a response is received
Create an activity on an existing object
Collect CX Metrics and run sentimental analysis on your customers
In this article you will learn
What are the two mappings possible between Zonka Feedback and Salesforce?
There are two ways in which you can integrate your surveys with your Salesforce account.
Custom Mapping - Simply map your survey fields with the object attributes in your Salesforce account and sync data in real time when a response is received.
Managed Mapping - Automatic mapping of survey and response fields for Salesforce Contact object and syncing CX Metrics and sentiment values with the customer.
What do you need for this Integration?
For both types of Mapping, you will need
An active Salesforce Account - Any plan
An active Zonka Feedback Account - Any plan for custom mapping and Growth plan for managed mapping.
How to add a custom mapping?
A custom mapping can be added for any survey in Zonka Feedback simply by following this step by step procedure
Choose a Survey from Survey List View and head to the Integrations tab from the top navigation.
Click on 'Connect' in Salesforce.
Next you will see the Salesforce Integrations Detail Page where you can select between Custom mapping and Managed Mapping. Here you select custom mapping.
You will be taken to the Salesforce Authorisation page where you can provide your credentials and gain access to your Salesforce account.
While logging in for the first time, it will ask you to provide an OTP sent on the account owner’s email address.
Once successfully authenticated, you will be directed back to the Zonka Feedback platform.
Here you will be able to see a “Add Mapping” button, which does exactly what it says.
When you click “Add Mapping”, you will be presented with a slide in form.
This custom mapping form have the following fields -
Mapping Name: This field is to create a textual identifier for all your mappings.
Salesforce Object Type: This drop down field enlists all the Salesforce objects. You can select the object you wish to add data to via the chosen survey.
Select an Action: This drop down field will have all the actions available for the object chosen in the previous field.
Select a Mapping Condition: You can select when you want to trigger this mapping, on all or selective responses by adding Mapping conditions.
When you select
EVERY TIME: Trigger over all responses.
ONLY WHEN: Trigger only when One or All conditions are met.
What do you want to Map - Map the Zonka Feedback Survey Fields to Salesforce Objects Fields. If you would like to skip any field, then select No Mapping.
Note: There are certain mandatory fields for creation of a new entity of any object type in Salesforce, which are listed as a part of note when you select an object. Those fields are required to be mapped for enabling the ‘Save’ option for any mapping.
How to add a managed mapping?
Managed mapping is done with the help of a light weight and easy to install package curated especially for Salesforce users like you by our developers.
Follow these steps to implement managed mapping:
Step 1: Install Zonka Feedback Salesforce Package
Choose a Survey from Survey List View and head to the Integrations tab from the top navigation.
Click on 'Connect' in Salesforce.
Next you will see the Salesforce Integrations Detail Page where you can select between Custom mapping and Managed Mapping. Here you select Managed mapping.
You will be taken to the Salesforce Authorisation page where you can authorize and gain access to your Salesforce account. While logging in for the first time, it will ask you to provide an OTP sent on the account owner’s email address.
You will be taken to the package installation page where you can install the latest package for facilitating the managed mapping.
Here you will have to select the type of access and click on ‘Install Package’, which will take a couple of minutes to proceed.
Finally, you will see this successful Installation screen and you can click on ‘Proceed’.
Step 2: Configure the page layout and add related lists to the Contact object
Go to the ‘Settings’ on the top right corner of your Salesforce Home.
In the drop down, select Setup Settings.
Now in the screen navigation, you will see ‘Object manager’. Proceed by clicking on it.
In the list of objects, select the contact object.
In the left panel of the Contact object manager, Click on the Page layouts.
In the page layouts, select the Contact Layout.
The left panel has all the object components. Here you have to select the ‘Related Lists’ from the left panel.
You have to drag and drop the ‘Responses’ list in your page layout.
And you’re good to go.
Step 3: Auto-Sync Buttons
You can set your syncing based on the parameter of your choice - contact number or email.
Available options are -
1. Sync responses based on Salesforce Contact Id
Zonka Feedback will match the Salesforce contact Id with the connected Salesforce account and sync survey details to it.
2. Sync responses based on Contact Email Address
Zonka Feedback will sync the responses with a matching email address of the contact in the connected Salesforce account.
3. Create a new contact if email address is not found and sync response
Zonka Feedback will create a new contact if the email address of a respondent is not found in the connected Salesforce account.
How to add locations to your responses and sync it in Salesforce Database also?
Step 1: Create a location in your Zonka Feedback account
To add Locations to your Zonka Feedback account, follow these steps.
Navigate to Locations (Manage > Locations) from the left side bar.
Click on Add a Location button.
A pop up will open up to fill up a few details about the Location to be added. Fill up the Location Information like Location Name, External ID and Address.
While adding the Locations, you can also assign Location Labels to the Location that is being added. (Learn more about Location Labels)
Once done, click on the Add button and the Location will get added.
Step 2: Assign the location to your survey.
You can assign locations to your surveys by following these steps
Navigate to Workspace(Manage > Surveys) from the left side bar.
Select the surveys to which you wish to assign locations. The location drop down will be visible on the top.
Click on ‘Assign Locations’ in the drop down.
In the location pop up, you can select the locations you wish to assign from the location drop down.
Click on ‘Apply’ and save it.
Now the respondent, while taking the survey, will be presented with a location popup to select his location before proceeding to take the survey.
This location will be saved along with the response in the database and synced in the Salesforce as well.
Step 3: View the location selected by the respondent while taking the survey in the Salesforce
You will be able to view the location ID and location Name on the Response Detail Page.
How to add and remove tags to the responses and sync it in the Salesforce as well?
Adding Response Tags
To add the tag in Responses, follow these steps.
Navigate to the Response Inbox from the left sidebar.
Click on Assign Tags on whichever Response you'd like to add Response Tag on.
In the drop down, Search from existing Tags or Add a New Tag. Click on Apply and the Tag will be added.
These tags will automatically be synced in the Salesforce database. You can view them on the Response Detail Page under ‘Tags’ field.
Removing Response Tags
To remove a Response Tag from a Response, follow these steps.
Navigate to the Response Inbox from the left sidebar.
Hover to the Response and the Tag you'd like to remove.
Click on the cross (x) next to the Response Tag and the Tag will be removed immediately.
The changes will be reflected in the Salesforce as well. You can view it on the Response Detail Page under ‘Tags’ field.