Feedback Best Practices for Salesforce CRM
As the first survey software company to offer seamless integration with Salesforce, Clicktools has unique experience and insights on how to do this well. Over the years, we’ve read and responded to more than 415 Salesforce user reviews on the AppExchange, always appreciating direct customer feedback as the clearest indication of how we’re doing. To help our customers maximize the value of the Salesforce platform, we employ multiple certified Salesforce Administrators in our services, support, and development teams. And, we always consider the ease and power of our Salesforce integration when developing or enhancing features on our roadmap.
In other words, Salesforce users are at the heart of what we do. And, we’re always thrilled when they share their sentiments about the power of the Salesforce integration. To give you an example of how real users appreciate the simplicity and functionality of it, here’s an actual 5-star review from the AppExchange:
Terrific Survey > Salesforce Tool
“I have used many survey tools in the past, but none can compare to Clicktools…The ability to integrate surveys into standard and custom objects in Salesforce has never been easier. Gone are the days of exporting surveys to an Excel file and dealing with messy data. Clicktools allows data to flawlessly stay in your CRM without the possibility of human error.”
Pro Admin Tips for Managing Your Feedback Data in Salesforce
In creating the paper mentioned above, I got some insider tips from our awesome Service and Support people on how to properly plan and manage the integration of customer feedback data in Salesforce. These guys live and breathe feedback in Salesforce!
Here’s what they shared with me to help you get the most value from your survey data:
- Create the survey first. This isn’t as obvious as it may seem. You’ll want to figure out what data you are going to collect and what type of questions you will use to collect it before doing anything in Salesforce. The specifics of your survey will affect what field types and/or object you use in Salesforce to store the data collected.
- Create the Salesforce fields and/or objects before mapping. Also, set up the parent-child relationships in Salesforce before you do the mapping in Clicktools, which should be the last step, since you can only view fields/objects that exist in your Salesforce Org and that your Salesforce user has read/write access to when doing the mapping.
- Use a custom object to store your responses. This object can be related to your Contact, Account, or Case objects, or any other object you might be sending surveys to via a Lookup or Master-Detail field. This enables you to store historical survey data in a list if respondents answer your survey multiple times.
- Add Record Types under your custom object. It’s a best practice to segment the data inside the object, rather than start a new object and complicate the mapping. Also, always check the mapping article to make sure your Clicktools questions match up with right Salesforce fields. When mapping, make sure to use ID values (contact ID) versus things like contact’s first or last name.
- Utilize the new process builder over workflows to do even more with Salesforce when launching surveys.
- Set up new credentials in production for integration. This way you get “created by” as something generic like integration API, versus the admin’s name.
- Test your surveys in the Salesforce Sandbox before switching them into production. Note that a single Clicktools Instance can integrate to multiple production AND sandbox environments. When switching from a Sandbox to a Production environment (or vice versa), you will need the exact same fields and object to exist in order to avoid errors.
- BONUS PRO TIP: If you like this article, you’ll want to download the complete guide with enhanced content and insights. Click here to get The Ultimate Insider’s Guide: Integrating Feedback in Salesforce.
And, of course, let us know if our professional services, support, or success teams can help. Contact us at email@example.com or firstname.lastname@example.org if you want some one-on-one guidance. We are here for you.