Salesforce integration

How to integrate with SFDC to send responses as field values in standard and custom objects and get feedback from closed cases

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Written by Eylül
Updated over a week ago

If you're looking to improve your Salesforce data collection and customer insights, integrating Survicate's survey and feedback tools is a great solution. Combining the powers of Survicate with Salesforce, you can quickly gather valuable customer feedback and insights and then feed that data directly into Salesforce for your sales and marketing efforts. In this article, we'll walk you through the steps to connect Survicate with Salesforce so you can start collecting and using customer data more effectively.

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.

📌 Before connecting the integration, make sure your respondents will be recognized.

Collecting your respondents' information is necessary to pass data to the correct Salesforce object. We can pass the values to Salesforce objects based on the email or ID field. This means that if you're sending your survey via Salesforce to Contacts, you should be capturing at least {!Contact.ID} or {!Contact.Email} from your surveys. 

📌 Salesforce integration is available on some of our plans. If you are interested in testing this integration, contact or our team from live chat

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

Connect Salesforce integration

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

2. Click the Connect button to set up the authorization.

3. 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.

4. Now, the integration is ready to use! See the features we offer for Salesforce Integration under the settings:

💡Tip: 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 environment to test how integration affects your processes. Just remember to change for Production before launching your survey to your audience!

Update Salesforce objects from survey responses

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

1. Move to the Settings tab of Salesforce Integration, and select update objects

2. Select the question you wish to update the fields from. To avoid flooding your Salesforce user profiles with data, we enable you to decide on a question level whether or not to send responses to Salesforce.

3. Select the object you want to update and the Field you want to fill. We will automatically add all the data gathered to fields connected to the specific email.

❗️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.)

📌 Note: 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 (id)

















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.

4. 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. See below to learn how to add these values to your survey URL.

Pass contact data 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 them to filter your analysis or data export.

1. Head to the Share tab of your survey, and make sure you have Salesforce as the provider.

2. At the bottom of the Survey link section, you'll see settings where you can add merge tags to your survey URL. Here, select the object and the Field you'd like to capture from Salesforce from the dropdown list:

3. You can capture as many fields as you'd like by clicking ➕Add another merge tag to your URL

❗️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}}}.

Sending static values to Salesforce

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

1. Go to the Settings tab of Salesforce Integration and 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

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

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:

1. Go to the Settings tab of Salesforce Integration, and select Objects relationships:

2. Select Object #1:

then Object #2 and Relationship field:

3. Here, you can choose several objects by clicking ➕Set up another relationship.

Test the integration

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

2. 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:

3. 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).

4. 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!

Best practices

Use a mailing list in Salesforce to distribute your surveys

Create a link or email survey so we can capture contact, lead, account, case, event, opportunity, and contact information from Salesforce - so you'll know who responded to your survey!

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

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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