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How to store your survey responses in Salesforce custom object
How to store your survey responses in Salesforce custom object

Use a custom object in Salesforce to host your survey responses and create lookup relationships with your custom object

Eylül avatar
Written by Eylül
Updated over a week ago

When sending an Email or Shareable link survey via Salesforce, you can not only automatically recognize the respondents or map survey responses to Salesforce profiles but also create lookup relationships with your custom object.

This article will discuss connecting Survicate survey responses to a custom object in Salesforce to house your survey responses.

Step 1. Create your Survicate survey

Create your survey in the Survicate panel to send via Salesforce. If you are not ready with your survey, check out this article to start creating a Salesforce survey.

In this example, we'll use an NPS survey, but you can apply the same steps to surveys like Customer Effort Score (CES) or Customer Satisfaction Survey (CSAT).

Step 2. Create your Custom Object in Salesforce

1. To begin, create a new custom object in Salesforce to store your survey responses. Move on to Setup > Object Manager > Create > Custom object. Then name your custom object.

Continue with your desired settings and create the custom object.

2. Create custom fields to store your survey responses in your custom object. Head on to field and relationship and create a new field. Select text area as your field type:

Create custom fields in your custom object to store your survey responses. Create as many custom fields as each information in your survey you want to store in this Custom Object. Because our test survey consists of an NPS question and follow-up questions, we created NPS score and NPS reason fields:

Step 3. Create lookup relationships

Lookup relationship allows survey responses that populate in this object to be linked with another object, such as the Contact object. Depending on your use case, you might want to set up a lookup relationship with the Case object, Account object, or any other object. For this, you need to collect the associated email (such as the Contact email) or the object ID (such as Account or Case ID) along with your survey responses. If you are running a link survey, you can add the required custom variables to your survey URL, or if you are running a website survey, you can collect this data using respondent attributes.

Now, head on to the field and relationships of your custom object and create a new relationship:

Select lookup relationship and pick your desired related object. We've picked contact for this demonstration:

Step 4. Set up Salesforce integration mapping

1. Return to your Survicate survey to set up the Salesforce integration. Move on to the Connect tab, and find Salesforce from the list of integrations:

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

3. Under the integration settings, select the question you want to populate and the custom object you've just created.

⚠️ If you have previously authorized the integration, you might not see your newly created custom object in the dropdown list immediately. To fetch your new custom object, head to Integrations -> Salesforce. Then, go to Connection and choose to Reauthorize the integration:

Step 5. Test the integration

After you've done all your mapping, you are ready to collect responses. Before collecting your test response, ensure you identify your respondents by collecting the email information or object ID (the mapped object or the object with a lookup relationship) along with your survey responses. For link surveys, this could be done by adding the required custom variables to your survey URL, or for website or in-product surveys; you can collect this data using respondent attributes.

In this demonstration, we'll be using a link survey.

1. Move on to the share tab of your survey, and add in the custom fields you'd like to capture from Salesforce. For our survey, we've decided to capture contact email contact objects. You can add as many variables (merge tags) to your survey URL as possible.

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

3. Create a new contact to test the integration from Contacts > New contact. You can also create a new lead, but for this demonstration, we'll be using a contact object.

4. Go to the contact view and pick the test account you've just created. Click Send a list email (currently not supported emails from the contact record view).

5. Insert the survey template and send the email.

6. 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 the related custom object and that your survey response is associated with the relevant contact:

Best practices

Enable more integrations in your survey

Using other tools besides Intercom to store customer information, you can enable multiple integrations in one survey.

Find more about the Salesforce integration in the Survicate x Salesforce playlist on our YouTube channel 📽️

📞 If you have questions about setting up the Salesforce integration or creating the lookup relationship - 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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