In this article, we'll discuss how to connect Survicate survey responses to a custom object in Salesforce to house your survey responses. We'll use an NPS survey in this example but you can apply the same steps to other kinds of surveys like Customer Effort Score (CES) or Customer Satisfaction Survey (CSAT).
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 yet, check out this article to start creating a Salesforce survey
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 in your custom object to store your survey responses. 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 piece of 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 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 do this by adding 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
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 settings of the integration, select the question you'd like to populate and the custom object you've just created.
⚠️ If you have authorized the integration in the past, you might not see your newly created custom object in the dropdown list right away. To fetch your new custom object, head on to Settings > integrations, find Salesforce and click edit. Remove the authorization, and connect to Salesforce once again
Step 5: Test the integration
After you've done all your mapping, you are ready to collect responses. Before collecting your test response make sure you are capturing the email information or object ID (the mapped object or the object with lookup relationship) along with your survey responses. For link surveys, this could be done via adding the required custom variables to your survey URL, or for website or web app 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 from contact object. You can add as many variables (merge tags) to your survey URL as you'd like.
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.
3. Go to the contact view and pick the test account you've just created. Click Send a list email (emails sent from contact record view currently are not supported).
4. Insert the survey template and send the email.
5. 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: