Insight Platform - Salesforce Dist. Methods | Qualtrics

Other Salesforce Distribution Methods

Attention: Several features on this page may require the help of your organization’s Salesforce Administrator. If you have any questions about these features please reach out to your Salesforce Admin. If your Admin can’t help, feel free to reach out to Qualtrics Support.

Introduction

The most commonly used method for distributing Salesforce integrated surveys is with Trigger and Email Survey. However, there are many cases where you may need an alternative way to distribute your survey. Below are some examples of what else you can use in the integration.

Distributing through the Qualtrics mailer

In some cases, you may only need to distribute one large email blast rather than many small transactional distributions. In those instances, distributing through the Qualtrics Mailer may be a good solution for you. Use the steps below to ensure your distribution will work well with your Salesforce integration.

  1. Use an application such as Data Loader to export from Salesforce the list of individuals you need to email, and save them in a CSV file. Make sure to include every piece of data that you may need later on, including any data you want to use in the survey and the IDs of related objects you might want to map back to in Salesforce later (for instance if you are exporting a list of contacts you will likely want to include their Account IDs).
  2. Take note of the headers for each column in your CSV, as you will need these later.
  3. Create a new mailing list in Qualtrics and upload the CSV file to complete your mailing list.
  4. Set up the response mapping for your survey. Make sure you specify which IDs Qualtrics should use to update any existing records, or if you are creating new records, which IDs Qualtrics should use to relate the new record to existing records.

Creating a link to the survey in Salesforce

You may also find it useful to create a link to your survey directly inside Salesforce. This link can easily be set up to dynamically pass information from any given record into a Qualtrics survey. This can be useful in several cases:

  • You would like your employees to answer a few questions about a record from within Salesforce, then map the response directly into Salesforce. This functionality can be useful when implemented in a call center or if you’d like someone to give feedback on an account before they make changes to it.
  • You are planning on distributing your survey with a third party Salesforce integration, such as Marketo.

This is fairly simple to accomplish using a Formula Field in Salesforce, the Concatenate function in the Salesforce formula field editor, and Query Strings at the end of your survey URL. In the examples below, we’ll focus primarily on using the Contact and Account objects, but the principle applies to any of your Salesforce objects (default or custom).

Setting up your link:

  1. Copy your Anonymous Survey Link from Qualtrics
  2. In Salesforce, determine which object you’d like to add the survey link to. Navigate to the Fields page for that object (For the Contact object, go to Setup > Customize > Contact > Fields)
  3. Create a new Formula field titled Survey Link
  4. For the Formula field, use the hyperlink function, concatenation, and Query Strings to create a link that will pass any variables through to your survey from your record. For example, the link below would pass the internal Salesforce ID of the contact, the ID of their parent account, their first and last name, and a custom field that tracks whether or not they’ve already completed the survey. This will result in a hyperlink with the text “Click here to take this survey!”HYPERLINK(“https://qcorpus1.co1.qualtrics.com/SE/?SID=SV_1G6kugd5Z07Tz5r&sfId=” & Id & “&sfAccountId=” &  Account.Id & “&FirstName=” & FirstName & “&LastName=” & LastName & “&ST=” & Survey_Taken__c , “Click here to take this survey!” )
    Qtip: The large number of ampersands, shown between quotation markers, are used to concatenate the stringswith the various fields from your Salesforce records. There are even more ampersands inside each string, because these are essential to make your query strings function.
  5. In your survey, make sure to add the name of each of your query string values to your Survey Flow as Embedded Data fields (in the example above, this includes sfId, sfAccountId, FirstName, LastName, and ST). Once this is done you can use these values for anything you want in your survey, including Piped Text for a more dynamic survey experience, or Branch Logic and Display logic.

Creating your response mapping:

  1. When building out your response mapping, you’ll want to be mindful of which IDs you have passed through your URL. In the example link above, the link passed the ID of the contact record, but it also sent the ID of its parent account. This means that you can update the contact, the parent account, or both. You can also create new survey response records that are related to both the contact and it’s parent account.
  2. To update the Contact, select the drop down titled Action > Update, then Salesforce Object > Contact.
  3. Select Contact ID for the field, then Embedded Data > Field > The name of your Contact ID in the query string (in the example above, sfId). Make sure this matches the case of what you specified in your query string. Don’t forget to select this field as your Key Field using the radio button on the left.
  4. To insert a new record into a custom Survey Response object, select Action > Insert, then Salesforce Object > The name of your custom object.
  5. To relate your new record back to the contact and parent account, select the lookup fields for these two objects from the field menu. Select Embedded Data > Field for each of them, and for the value write whatever you named each respective ID in your query string (sfId for the contact and sfAccountId in my example above). See mapping to a lookup field for more details.