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Salesforce Best Practices

Salesforce Integration Best Practices

In setting up any new automated system, planning is essential to making sure you can get the most out of it. This page offers suggestions for setting up your Salesforce environment and managing your surveys for maximum effect.

Managing your data in Salesforce

When working in Salesforce, properly managing data is essential. Here are a few tips for how to get the most out of your survey data. By following these steps, you can keep historical survey responses, relate them to each relevant record, and be ready to aggregate your survey data in your Salesforce reports.

  • Consider using 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 will allow you to store historical survey data in a related list when a respondent takes your survey multiple times.
  • If you want to aggregate data on a parent record (such as an Account), make sure to relate your Survey Response object with a Master-Detail field. This will give you access to powerful tools such as Roll-up summaries, which can automatically aggregate survey data. For more detail on how to use these tools, make sure to check out Salesforce’s support documentation.
  • When setting up your response mapping, select Insert > The name of your custom Survey Response object, make sure to tell Qualtrics how to know which records to relate your survey response to by passing the IDs of all related records to the lookup fields on your custom object.

What if you have multiple integrated surveys?

If you are working with several integrated surveys, it may not make sense to have one static Survey Response object. Here are a few suggestions for how to manage this:

  • If you only have a few surveys and don’t anticipate creating too many more, consider creating multiple survey objects (for example, a CSAT Feedback object and a Recent Buyer Feedback object).
  • If you have several surveys and want to prepare for the possibility of more, consider using one Survey Response object with multiple record types. Each record type can be customized in Salesforce to only display fields relevant for each respective survey. Once you’ve created your record types, follow these instructions to tell Qualtrics how to know which record type to use:
    1. Create an Insert response mapping for your Survey Response object.
    2. For one of the fields you create in the mapping, select Record Type, and then for the type of value you’ll be passing select Specified Value.
    3. Go back to your Salesforce environment. Navigate to Setup > Create > Objects > Survey Response > Record Types, then click on the name of the record type.
    4. In the URL, you’ll see “id=” followed by the ID of your record type. Copy this value and return to Qualtrics.
    5. Paste the record type ID into the specified value box.

Transitioning your survey from Sandbox to Production

Most organizations use a Sandbox environment in Salesforce to test out new systems prior to going live. As we talk about in our page on switching Salesforce environments, each Qualtrics account can only be associated with one Salesforce environment at a time. For this reason, it’s important to have one Qualtrics account connected to the Sandbox, and one (or more) connected with your live environment. When you’re done testing a survey in the sandbox and you’re ready to go live, the steps below will help you move it over:

  1. Identify the account you need to move the survey into. This can be an account that’s already associated with the live environment or a fresh, unassociated account.
  2. Move the survey over. You can accomplish this by exporting the survey and importing it, or doing a regular administrative survey move.
  3. Open up the response mapping menu in the new account. If the account is unassociated with a Salesforce environment, sign into the correct Salesforce environment.
  4. Double check the response mapping menus to see if our system can find all of the fields it’s looking for (it usually should do this automatically, but you’ll want to double check to see if it misses anything. It will only miss something if the API name is different in the new environment compared to the Sandbox). If any fields are missing, just go in and select them again.
  5. Open up the Trigger and Email Survey menu. This should find everything it needs as well, however there is one key difference. The Outbound Message URL will be different since the survey is in a new account. Copy this URL and implement it into your workflow in the new environment.