Salesforce Integration

To Link your Qualtrics Survey with your Salesforce account

1. Go to the Edit Survey tab in Qualtrics.
2. Click on the Advanced Options drop-down menu on the right-hand side of the page.
3. Click Salesforce, and then click Setup Link to Salesforce Account.
4. Type in your Salesforce username, password, and security token.

To get your security token

1. Log in to Salesforce.com.
2. Within Salesforce, click Setup, click My Personal Information, and then Reset My Security Token.
3. Click Reset Security Token and wait for the email to arrive at your Salesforce email address.
4. Copy the security token to the Set Up window in Qualtrics.

Qualtrics on the App Exchange
App exchange enables you to access your Qualtrics account and all of its functionalities within the Salesforce dashboard. It’s a free app for all Qualtrics users. For more information on Qualtrics for Salesforce app exchange, click here.

The Salesforce Web to Lead feature allows you to automatically insert information from your Qualtrics survey into the lead object of your Salesforce account. Conditions can be set using advanced logic to identify specifically which respondents will be saved into Salesforce and which ones will not. These conditions can be based upon question responses, embedded data fields, or survey quotas.
To Use the Salesforce Web to Lead Feature

1. Go to the Edit Survey tab in Qualtrics.
2. Click Advanced Options on the right-hand side of the page.
3. Click Salesforce, and then click Web to Lead.
4. Identify the Salesforce.com organization ID so Qualtrics knows where the lead information should be stored. (The steps to find this information can be found by clicking on the small blue question mark to the right).
   1. Log in to Salesforce.com.
   2. Click Setup>Administrative Setup>Company Profile>Company Information.
   3. Under Organization Detail, in the second column toward the bottom, is a 15 character alphanumeric value for the Salesforce.com Organization ID.
   4. Copy this value into the trigger.
5. At the top of the window, you can create a condition for when the lead will be triggered. Leave it blank if you’d like the lead to be triggered every time the survey is completed. Conditions can be based upon questions, embedded data fields, or quotas. You can use the blue plus and minus signs to the right to add or remove additional “and if” or “or if” conditions to your logic.
6. Use the drop-down arrows to identify the fields in Salesforce that you want to populate and the location in the survey from where you’ll be pulling that information. You can continue to add fields to your Salesforce account by using the blue plus and minus signs to the right. This feature limits you to the standard “Lead” fields identified by Salesforce. For pulling in additional objects and fields, see the section on Response Mapping.
7. If you need, create additional Salesforce triggers for adding different information to different accounts by clicking Add Another Lead Trigger at the bottom of the window.
8. Save your Salesforce Web to Lead Trigger when you are finished.

Click Preview Survey to test the setup of your Salesforce Web to Lead feature in Qualtrics. When you are finished with the survey, the preview will indicate whether or not the lead was successfully saved to your Salesforce account. Also check your Salesforce account for verification that the lead has been saved, but note that the lead may not appear for a few minutes as it needs to pass through the Salesforce Web to Lead system before it can appear.

The Response Mapping feature allows you to automatically insert information from your Qualtrics survey into any object or field of your Salesforce account. Additionally, you’ll find the option to update or remove any already-existing Salesforce object. Conditions can be set using advanced logic to identify specifically which respondents will be saved, updated, or removed. These conditions can be based upon question responses, embedded data fields, or survey quotas.

To Use the Salesforce Response Mapping Feature

1. Go to the Edit Survey tab in Qualtrics and click Advanced Options on the right-hand side of the page.
2. Click Salesforce, and then click Response Mapping.
3. At the top of the window, you can create a condition for when the lead will be triggered. Leave it blank to have the lead triggered every time the survey is completed. Conditions can be based upon questions, embedded data fields, or quotas. You can use the blue plus and minus signs to the right to add or remove additional “and if” or “or if” conditions to your logic.
4. Identify the action that you would like Qualtrics to take when the condition is met. These include Updating, Inserting, or Deleting objects in your Salesforce account.

To Update or Delete an Object:

1. Select the action to Update or Delete your object.
2. Identify the Salesforce Object in the list.
3. Use the drop-down arrows to identify the fields in Salesforce to populate and the location in the survey to pull information from. Continue to add fields to your Salesforce account by using the blue plus and minus signs to the right.
4. The Update option also contains a Key button to the far left of each field you want to update. When updating or deleting a Salesforce object, a unique field is needed to make sure that the correct object is changed. The field that is selected as the ‘Key’ will be used as the unique identifier to locate the object. If the key is not unique and more than one object is returned the action to update or delete will fail, and no action will occur.

To Insert an Object

1. Select the action to Insert your object.
2. Identify the Salesforce Object in the list.
3. Use the the drop-down arrows to identify the fields in Salesforce that you want to populate and the location in the survey from where you’ll pull that information. You can continue to add fields to your Salesforce account by using the blue plus and minus signs to the right.

Additional Instructions
You can create additional Salesforce triggers for adding different information based on alternate conditions by using the Add New Salesforce Object Mapping option at the bottom of the window. Save your Salesforce Web to Lead Trigger when you are finished.

To test the setup of your Salesforce Response Mapping in Qualtrics, use the Preview Survey option in the Edit Survey tab. When you are finished with the survey, it will indicate whether or not the lead was successfully saved to your Salesforce account. Check your Salesforce account for verification that the object has been saved.

The Trigger and Email Survey option allows you to set up an email trigger containing a survey that will go out when a specified object’s Workflow rule has been met in Salesforce.

To Create a Workflow Rule and Outbound Message in Salesforce

1. Log in to Salesforce.com.
2. Click on Your Name, and then click Setup.
3. From the left-hand menu, click Create, Workflow and Approvals, and then click Workflow Rule.
4. Click New Rule.
5. Select the object that you will use for your rule.
6. Click Next.
7. Type a name and description for your rule.
8. Set your condition for the rule.
9. Click Save and Next.
10. Set an action for your rule by selecting New Outbound Message.
11. Edit the Name, Description, and From Name for the outbound message.
12. Copy the end URL found in the Qualtrics Trigger and Email Survey window and paste it into the outbound URL location in Salesforce.

To Use the Salesforce Trigger and Email Survey

1. Go to the Edit Survey tab in Qualtrics.
2. Click Advanced Options on the right-hand side of the page.
3. Click Salesforce, and then click Trigger and Email Survey.
4. When the window appears, you click Add an Outbound Message.
5. Select a Salesforce Object and Email Field.
• The Object’s rule is what triggers the outbound message.
• The Email Field is the email address the message will be sent to.
6. The Store email in Panel option allows you to store that person’s information into a panel for future use or for using embedded data. This is optional, but it is required if you want to use embedded data to pass information from Salesforce into your survey or results.
7. Once a panel is selected, click Show Available Embedded Data. The listed fields are the fields you can pass into your survey, use as piped text, and save into your results.
8. type the From Name, Reply-to Email Address, and Subject for the message to be sent.
9. Click Load a Saved Message and then select a message from your library or create a new one by selecting New Message under your library.
10. Copy the Outbound Message URL to the endpoint URL for your outbound message in Salesforce that is associated with the workflow rule you for the object you selected above.

Note: Email and Trigger Survey does not currently support mass mailings from Salesforce, and is intended for use in transactional surveys. For more information about this, contact support@qualtrics.com.

This option allows you to save the information you’re pulling from Salesforce to the results in Qualtrics or to pipe that information into an email or survey question.

To Save the Information in Your Results

1. From the Edit Survey tab of Qualtrics, click Advanced Options on the right-hand side of the page.
2. Select Salesforce, and then click Trigger and Email Survey.
3. When the window appears, click Show Available Embedded Data.
4. Copy the field IDs from the left column that match the corresponding Salesforce fields that you want to view in your results.
5. Paste the Field IDs as embedded data into your Survey Flow:
   1. Go to the Edit Survey tab and click Survey Flow in the gray toolbar along the top.
   2. Click Add a New Element Here.
   3. Select the Embedded Data element.
   4. Paste the Field IDs from the previous list into the Embedded Data field.

The information will then be pulled automatically into your results from the Salesforce account.

To Pipe the Salesforce Information into your Survey or Email Message

1. From the Edit Survey tab, click Advanced Options.
2. Select Salesforce, and then click Trigger and Email Survey.
3. When the window appears, click Show Available Embedded Data.
4. Copy the field IDs from the left column that match the corresponding Salesforce fields that you want to pipe into your message or survey.
5. Use the Pipe Smart Text icon “{a}” to insert the text into the desired location.
6. Paste the field IDs into the embedded data option for the piped text.