Wednesday, May 4, 2016

GetFeedback - Online Surveys for Salesforce

GetFeedback is one of the most famous online survey tool tightly integrated with Salesforce. It also provide pretty user interface and easy to use interface. Survey responses can be easily mapped into Salesforce on Accounts, Contacts, Cases & custom objects. Surveys can be display perfectly on smartphones, tablets, and browsers.

By default, GetFeedback does not know who you send your surveys out to, because the link is generic, example: https://www.getfeedback.com/r/cnxEaxge

You need to make the survey "Salesforce aware" by adding parameters at the end of survey URL.
example: https://www.getfeedback.com/r/cnxEaxge?CONTACT_ID=0039000001prEMo&CASE_ID=50090000012wlV7

You can design this in Salesforce email template as merge field, example:
https://www.getfeedback.com/r/cnxEaxge?CONTACT_ID={!Contact.Id}&CASE_ID={!Case.Id}&ACCOUNT_ID={!Account.Id}&CONTACT_NAME={!Contact.FirstName}

You also can add contact name in survey with passing their name as email template, example:
https://www.getfeedback.com/r/cnxEaxge?CONTACT_ID={!Contact.Id}&CASE_ID={!Case.Id}&ACCOUNT_ID={!Account.Id}&CONTACT_NAME={!Contact.FirstName}

Those URL can be hidden using an HTML link, example: click here to start


A. Distributing "Salesforce Aware" surveys
- Mass Email from Salesforce with email template designed
- Click a button/link from Salesforce with email template designed
- Email alert to send email from workflow
- Use 3rd party email tool that include Salesforce ID as parameters


B. Viewing "Salesforce Aware" survey responses in GetFeedback
Click Analyze tab in GetFeeedback to see all survey response. If your survey URL include paramater, such as:
CONTACT_ID=0039000001poglz, you will see CONTACT_ID column with the value for the survey response.


C. Mapping "Salesforce Aware" survey responses to Salesforce fields
If you haven't connect GetFeedback to Salesforce, click your name | Account Settings, then find Salesforce menu, then click button 'Connect to Salesforce', and select Allow access in the next screen.

Click Salesforce tab in GetFeedback, you can select any available actions below, it can be one action or more for each survey.

For each survey from GetFeedback, you need to create the Salesforce mapping and action from GetFeedback, once setup done, survey result will be auto push to Salesforce in almost real-time.


1. Create a new record in object
By select this, you are going to use a custom object to capture new survey response data. If you select this option, you need to create a custom object and many fields needed prior this step.

There are 5 mapping sources you can use in this option:


Question, Answer, Response Attribute is necessary to map for this option.


2. Update field in existing object
You might want each response to update fields on an existing object in Salesforce if you want to put your survey response data within an existing standard object (e.g. Case or Account) without the additional overhead of using a custom object. For the response data to make it to the right place, you'll need to pass the Salesforce ID for the existing object as a merge field in the survey URL.

If you select this option, new survey answer will overwrite historical survey result. This is not so recommended unless you really do not want to know history survey.

Same with (1), there are 5 sources you can map when using this option.


3. Create or update Lead or Contact
This selection allows you to use the survey respondent's email address as a way of avoiding duplicate Contacts or Leads in  Salesforce. If a Contact or Lead has the same email address, system will update most recently modified or recently created, or update all. If none are found with the same email address, it'll create one.

You can use merge field such as email address, or Id, or other unique information. This option will also overwrite historical survey result if existing data exist.

Same with (1), there are 5 sources you can map when using this option.


4. Create an Activity in an object
This selection will create an activity record on an existing object for each response. For the response data to make it to the right place, you'll need to pass the Salesforce ID for the existing object as a merge field in the survey URL.

There is nothing to map here as system will create an Activity History and relate it to the record. But, you also cannot create report if select this.




Limitation & Summary: 
1. You can have multiple actions for each survey mapping, example: "Create a new record in object" + "Create an Activity in an object"

2. Ideally you need to select action (1) to maintain historical survey result, this option also great to present the survey result in report or dashboard.

3. By select action (1), you can use just one custom object to combine all survey, you need to create many fields to cover future usage. But if you opt to create new object for every survey, I think this is not practical, it will mess up your salesforce objects usage and layouts, personally I do not like this approach.

4. Using only one custom object approach, all questions and answers field need to be in text format with max length 255, some standard field such as Completion Date can be in Date/Time format.


Reference:


Type: AppExchange (Managed Package)

Paid/Free: Paid

Publisher: GetFeedback

Installation: https://appexchange.salesforce.com/listingDetail?listingId=a0N3000000B4lIxEAJ
This app is not installed from AppExchange, but login to GetFeedback and link it to your Salesforce instance (sandbox or production)

Version: n/a


Blog last updated: 5 May 2016