Survicate allows you to enrich all default and custom Salesforce objects with actionable survey insights.

You can use Survicate with Salesforce to:

Map survey responses to any field in your Salesforce Standard Objects (Lead, Contact, Company, Opportunity, Case, etc.) and any Custom Objects you created.
Embed surveys in emails sent upon closing a case to get feedback about your Support team's performance.
Generate new leads or contacts from your website with Survicate targeted contact forms right from your website.
Collect survey data to move Leads along the pipeline

❗️Currently, Salesforce integration is only supported for Salesforce CRM (Sales Cloud) users.

📌 Salesforce integration is available on some of our plans. If you want to test this integration, contact sales@survicate.com or our team via live chat.

🎥 Prefer to watch instead? Check out our webinar on Integrating Salesforce with Survicate.

Create your survey

Click on + Create new survey, select any creation method (a template, using AI survey creation, or adding your own questions), and survey type:

For more in-depth instructions, check out our article.

Enable the Salesforce integration

To enable Salesforce integration, go to the Connect tab of your survey, find, and pick Salesforce from the list of integrations.

Click the Connect button to set up the authorization.

A pop-up window will appear for you to log in to your Salesforce account. If you don't see the pop-up window, you may need to allow pop-ups in your browser - please look for the settings in your browser URL bar or use instructions for Chrome, Firefox, Opera, Edge, or Safari.

After that - integration is ready to use!🎉

📌 If you wish to enable Salesforce integration in the Sandbox instead, you can move to Integrations and select Salesforce from the integrations list.

You can switch between your Sandbox and Production environments to test how integration affects your processes. Just remember to change for Production before launching your survey to your audience!

Connect your survey to Salesforce

Now that the Salesforce integration is connected, you can set up individual settings for each survey.

Here, we'll look closer at all the possible options and features that you can set up for each survey:

Update objects

You can transfer survey responses to update information about your contacts in Salesforce:

In the Settings tab of Salesforce Integration, select Update objects.
Select the question from which you wish to update the fields. To avoid flooding your Salesforce user profiles with data, we let you to decide on a question level whether or not to send responses to Salesforce.
Choose the Object you want to update and the Field you want to fill. We will automatically update the fields you connect to survey questions with responses provided by a respondent, based on the Contact/Account/Lead email address.

❗️Remember that if you have data validation for a particular field enabled, we won't be able to send data if it doesn't match the rules (we can't send a text to number fields, email address to a date field, etc.)

📌 We work only on existing objects and fields, so if you want to add answers as values to custom fields, you need to go to Object manager and pick the Object you wish to update. To do that, go to fields & relationships, and add a new field.

We recommend using the text as a data type for your surveys, as survey data from any question can be sent to the text field.

The Salesforce field types supported by the integration are:

Salesforce field type	Survicate data format
string	string
textarea	string
text	string
double	double
phone	int
integer	int
url	string
currency	double
int	int
reference	string (id)
date	date
email	string
datetime	datetime
select	select
multipicklist	select
picklist	select
boolean	boolean
id	string

Once you create a new field, please reauthorize the integration from Settings ➡️ Integrations to see your new fields. We store your field information in the cache, which refreshes daily, but you can force refresh this by reauthorizing the integration.

By default, Survicate is sending the content of an answer as the user field value, but you can change the label to make it shorter or to fit your data structure - click edit mapping to modify these values:

📌Note: We send the values mapped based on the response group for the NPS® question. However, if you'd like to receive your numeric value, you can enable the Send answers as 0-10 values toggle.

You can connect more questions to your integration by clicking ➕Connect another question and applying the same steps.

💡 Tip: You can update as many objects and fields as you want with one question. To do that, click ➕Connect another question and pick the same question:

❗️Please note that you need to add the corresponding objects to the survey URL if you want to pass values to a particular object.

For example, if you are going to send the survey to your Leads and pass values to lead fields, you will need to capture the email of the lead object {!Lead.Email}. We can't collect contact email objects and pass values to lead fields and vice versa.

We'll explain this in more detail in the Share your survey section of the guide.

Create new leads/contacts/accounts with Contact form

With Contact form added to your survey - you can easily add new leads, contacts, or accounts directly in Salesforce.

Add a Contact form to your survey with all necessary fields to complete. Make it required by clicking the icon next to the answer field.
In Update objects choose your Contact form question and Salesforce objects (Contact, Lead, or Account) you would like to create.
Click on Edit mapping: assign fields from the survey to the attributes in Salesforce.

After a respondent completes the Contact form in your survey, a new lead or, contact, or account will be created.🎉

Sending static values to Salesforce

Besides updating fields, we can also add static values for every person that responded to a specific survey.

In Settings tab select Set static values on custom fields:

2. Choose the Object and Field you'd like to update and type in the static field value you'd like to send:

📌 Static field value on Survicate side is a text value. Depending on the field type in Salesforce, you may need to enter here specified value.

For example, if the Salesforce field you select here is a related object, you need to enter the correct ID, if the Salesforce field is a dropdown, it should be a correct value from the dropdown list, and for text fields, you can enter any text value here.

By clicking ➕Add another field you can choose several objects and fields to send values.

Objects relationships

You can also connect identifiers with our Salesforce integration. It lets you associate the Account/Lead/Contact object with one of the Objects declared in the Object #1 section, if possible. To do that:

In the Settings tab of Salesforce Integration select Objects relationships:

select Object #1:

then Object #2 and Relationship field:

You can choose several objects by clicking ➕Set up another relationship.

Store your responses in a Salesforce custom object

Create custom fields in your custom object to store your survey responses. Create as many custom fields as the information in your survey you want to store in this Custom Object.

This article shows you how to store survey responses from Survicate to a custom object in Salesforce. It helps you organize feedback better and keep all your data in one place.

Test the integration

Once you are ready with your survey and have the integration set up, add your survey to your Salesforce template.

Create a new contact to test Contacts ➡️ New contact integration. You can also create a new lead, but we'll use a contact object for this demonstration:

Go to the contact view and pick the test account you've just created. Click Send List Email (emails sent from the contact record view currently are not supported).

Insert the survey template and send the email. After you've answered the survey you've received to your test account, you will be able to see the selected properties updated in your Salesforce Contact (or Lead) profile under Details!

Share your survey

After everything is set up in your survey, go to the Share tab ➡️ Settings and choose Salesforce Classic or Salesforce Lightning as a distribution tool:

❗️Salesforce integration will work as long as respondents are identified.

Please ensure you have chosen the merge tags you'd like to pass from Salesforce to Survicate.

Based on the email or ID field, we can pass the values to Salesforce objects (Contacts, Opportunities, Leads, etc.). But you can choose to capture more information directly from your survey URL. You can collect this data from Salesforce using merge tags (custom variables) to pass the information you know about your respondent to Salesforce and use it to filter your analysis or data export.

📌 Responses will come in as anonymous if you don't select the email or ID of the particular object.

❗️In Salesforce Lightning, the merge tags are configured differently than in Salesforce Classic, so you will have to change the merge tags in your HTML code or survey's link:

In SF Classic, merge tags should look like this: {!Contact.ID}

In SF Lightning, merge tags should look like this: {{{Contact.ID}}}.

After that you can decide how to send your email survey:

Direct link

Grab a link to your survey from the Copy Link button, and hide it behind a CTA button or hyperlink.

Launch in an email

Display its first question directly in the email's body, and let the users start the survey directly from the email. They'll then be redirected to a landing page to take the rest of the survey.

1. Click Get your code, then copy the HTML code.

2. If you are using Salesforce Classic, you can switch to HTML formatting or create an HTML email template to paste your code:

On the Activity History related list of a record, click Send an Email.
To change formatting type, click Switch to Text-Only or Switch to HTML.
To use a predefined email template, click Select Template.
Complete the fields.
Click Send.

If you are using Salesforce Lightning Experience, you can create a template with our HTML code included:

To create a Salesforce email template, navigate to Setup.
Under Email, navigate to Classic Email Templates and click New Template.
Next, you can choose to create your email as a Custom (without Classic Letterhead).
Proceed to the Next steps.
Paste the code to the HTML body text box, and save your template.

Insert this template to send your survey directly to your contacts or add it to campaigns.

You can use the Salesforce integration with other survey types, as long as respondents are identified:

If you created a Website or in-product survey, learn how to identify respondents by passing their email with JavaScript. Then, launch the survey.

For Mobile app survey, check here how to identify respondents by passing their email attribute to Survicate with the Mobile SDK. Then, launch the survey.
In-platform survey, share it via the dedicated tool - Braze or Intercom.

💡 Alternatively, in any survey type, use a Contact form question to ask respondents for their email address (and, optionally, other details). Make sure to place the Contact form before the questions mapped to ActiveCampaign fields.

❗️Please note that the integration won't work for anonymous responses.

Analyze your survey results

After your survey starts collecting responses, you will see them immediately in the Analyze tab of the survey.

The Analyze tab shows you Overall results with statistics and over-time data, as well as Individual responses to look into each survey submission in detail.

You can check out our guide for an in-depth description of all the possibilities of the Analyze tab.

Feedback in the Insights Hub

💡To obtain even more comprehensive feedback, we recommend syncing survey responses to the Insights Hub, where they will be automatically analyzed and categorized into Topics along with feedback from your other sources, such as:

online reviews,
call transcripts.

After you connect sources to the Hub, feedback will appear there in real-time, and it will be automatically segmented into Insights and categorized into Topics:

The Hub will categorize and analyze feedback from surveys and other sources, to:

automatically detect customer sentiment;
identify technical issues and bugs reported by users and segment them into Topics and actionable Insights;
understand your customers' needs and wants better.

You can also ask the Research Assistant to quickly and effectively find answers to all your questions. The responses are generated based on the feedback you integrated into the Insights Hub and the answers collected with surveys in your workspace.

Best practices

Create a task for webinar interest follow-up with Salesforce workflow rules

If a survey respondent expresses interest in attending an upcoming webinar, you can create a follow-up task in Salesforce.

Make sure to map the response indicating interest in the webinar to a field in Salesforce, such as "Event interest" or "Event". You can add a personal field following the article.

Navigate to Setup ➡️ Process Automation ➡️ Workflow Rules.

Click "New Rule" and select the object for which you want to trigger the workflow
Set evaluation "Run this rule if the - criteria are met":

Add workflow action ➡️ New task and set up all required information, click Save.

Once you receive a new response in the survey, you will see the Notification in your Salesforce panel:

You will also see this information in the Activity tab of your contact:

Sending an email/alert with a survey once the deal/case is closed in Salesforce with Workflow Rules

Sometimes, you may find it beneficial to send customers a survey with a customer satisfaction rating once their deal or case has been closed. This part of the article will walk you through the steps of setting up an automated email with a survey question in Salesforce.

Add an email template for the survey email

From your Salesforce account, navigate to Setup ➡️ Email Templates. Then, click “New Template". Create templates with your text, HTML, or link to the survey.

Please remember to use different merge tags for identifying respondents in Classic and Lightning templates.

Set up criteria

From Setup, navigate to Process Automation ➡️ Workflow Rules and click “New Rule”. Then, select the object type for the rule (tasks, cases, leads, or custom object) and set the criteria for when to send the email.

Automated email

Add the created template to the Workflow.

Activate the process

Once your process is finished, activate it from Setup ➡️ Process Automation ➡️ Workflow Rules, then activate the rule. When activated, the automated email with the survey will be sent to the specified recipients once the deal or case is closed.

Learn more about setting up automated emails and surveys in Salesforce in this help center article.

💡 You can find more on our Survicate x Salesforce playlist on our YouTube channel

FAQ

Can I integrate multiple Survicate projects with one Salesforce instance?

Yes, you can connect multiple Survicate workspaces with one Salesforce instance.

Can I send the comment field to Salesforce?

If you are asked to provide additional comments, there is no current possibility of passing them on to Salesforce.

As a workaround, you can set up Logic to ask for comments in the next question, such as a Text answer question, which can be mapped to a Salesforce field of your choice.

How can I send the name of the Survey to a Salesforce field?

Go to the Connect tab of your survey, then in Settings tab of Salesforce Integration select Set static values on custom fields

Choose the Object and Field you'd like to update and type in the static field value you'd like to send. In your case, the Static field value can be the name of the survey.

Here, you can choose several objects and fields to send values by clicking ➕Add another field

Can I send a survey with HubSpot/Pardot (or other tools) and have it integrated with Salesforce?

If you want to distribute a survey via email using one of the tools we support, such as HubSpot, Zendesk, Pardot, etc. You can integrate it with Salesforce to pass the collected data.

If the email addresses of the respondents' profiles in Salesforce match those in Pardot or Zendesk, enabling the Salesforce integration should update the Salesforce profiles.

To confirm that everything is working properly, we recommend sending the survey to yourself first through the email tool and responding to it as if you were a participant. This step will help you verify that your email address has been captured and that your response has been recognized, updating your Salesforce profile accurately.

I have created fields in Salesforce but was unable to find these fields in the Survicate. What should I do?

Once you create a new field in Salesforce, please reauthorize the integration from Settings ➡️ Integrations to see your new fields.

We store your field information in the cache, which refreshes daily, but you can force-refresh it by reauthorizing the integration.

Can I embed the survey in the Salesforce Live Agent (Chat)?

The only current ways to send surveys via Salesforce are to embed the first question in the email's body or include a survey link.

To distribute a survey via Salesforce, you have to create a link survey.

The user who set up our Salesforce integration left. How can I make sure the integration will remain uninterrupted?

In this case, you need to reauthorize the integration with another account: Integration ➡️ Salesforce.

What merge tags should I use for different email templates in Salesforce?

In SF Classic, merge tags should look like this: {!Contact.ID}.

In SF Lightning, merge tags should look like this: {{{Contact.ID}}}.

How would the Survicate Salesforce integration know which account to send the response to?

If we have the respondent's email, we'll match it with the related Salesforce user's email.

If I purchase a subscription, will we be able to use Survicate in both Salesforce Sandbox and Production environments?

You can connect your Survicate workspace to one Salesforce instance at a time.

For example, if you connected Survicate to your SF Sandbox environment and you want to connect it to your Production environment, you would need to reauthorize the integration and select SF Production environment instead.

📌 Please note that if you have two Survicate workspaces, you can connect one to SF Production and the other to SF Sandbox.

Will the Salesforce integration work with Salesforce Marketing Cloud?

No. Our integration supports Salesforce CRM, which uses an object-based model. SFMC has a different data structure and is not compatible.

📞 If you have any questions about setting up Salesforce integration - feel free to reach out to our team via chat or email: support@survicate.com.

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

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