Insight Platform - Response Mapping | Qualtrics

Response Mapping

Introduction

Response Mapping is used to take the answers provided in a Qualtrics survey, and map them back to a Salesforce record. For example, when your client takes a support feedback survey, their satisfaction level could be mapped back to Salesforce for the account manager to see.

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This process is called Response Mapping because it involves going through the fields on a Salesforce object, and specifying which Qualtrics questions should be “mapped” to each field.

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Inserting, Updating, and Deleting

When setting up Response Mapping, you will have the option to create, update, or delete a new record in Salesforce for each survey response.

Inserting

Creating a new record is the most common use case for Response Mapping. Every survey response is saved as a new Salesforce record, allowing participants to take the survey as many times as needed without overriding their previous answers. For more details on how we recommend setting up your Salesforce environment to optimize the data you get from an insert mapping, see our Best Practices help page.

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In this example, the participant’s Contact record is not modified, but instead a new Survey Response record is added each time they take the survey, and is tied back to their Contact.
Qtip: The example above requires that a Lookup Field be created in Salesforce. For more information, view Mapping a Lookup Field.

Updating

Updating is appropriate for records that require the latest responses. Each time a participant takes the survey, an existing record in Salesforce is updated, with existing fields being replaced with new values from the survey.

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In this example, the participant’s Contact record is not modified, but instead a new Survey Response record is added each time they take the survey, and is tied back to their Contact.

In this example, the satisfaction level as well as a client health score are mapped back onto the participant’s record upon completion of the survey.

Salesforce will need to know which record to update. Qualtrics requires a unique Key be set so that it can identify which record in Salesforce to updated.

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Deleting

Deleting is appropriate for records that should be removed from your Salesforce object. Just like when you’re updating a record, a unique key is required to identify which record in Salesforce to delete.

Setting Up Response Mapping

Once you have determined the type of mapping and then checked to ensure the appropriate object and its fields are created in Salesforce, you’re ready to begin creating the Response Mapping.

To set up Response Mapping

  1. Select Tools in your Survey module.image12
  2. From the Salesforce menu, select Response Mapping.image28
  3. Select an Actionupdate, insert, delete, or post to chatter.image30
  4. Select the Salesforce Object to which you will be mapping responses.image17
    Qtip: Both default Salesforce objects and your custom created objects are available for mapping.
  5. Select a Salesforce field to map to.image09
  6. Set or select a value from the survey to map to your Salesforce field.image11
    Qtip: When mapping, you’re not just limited to survey questions. Embedded Data, as well as a Specified Value (a value that is the same for each participant) or a Specified Value Text Area (a Specified Value where line breaks are preserved for better formatting) may also be mapped. Specified Values can be combined with Piped Text to create more complicated mappings.
  7. Click the plus sign to map additional fields.image20
  8. If updating or deleting an object, specify which field will be the Key. The Key is the field that Salesforce will use to locate the correct record.
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  9. Enter a Debug Email.image15
    Qtip: Every time a response mapping is attempted, a notification will be sent to the Debug Email. This notification will either confirm that the mapping was a success, or provide a reason why the mapping failed.
  10. Optionally, Add a Condition so the response mapping will only occur for a subset of participants.image29

Setting a Key

A Key needs to be included in the Response Mapping when a record is being updated or deleted. The Key will identify which existing record needs to be changed. In most situations a Key will be an ID. Common examples include a Contact ID or a Case ID. Chances are your participants don’t know this Salesforce ID, so asking for it in a survey question won’t be practical.

How you retrieve the Key will depend on how the survey was distributed.

To retrieve a Key (using Trigger and Email Survey)

If your survey is distributed using Trigger and Email Survey, the appropriate Key can be saved as Embedded Data in a Contact List. This Key will then be available for mapping.

  1. Go to Survey > Tools > Salesforce > Trigger and Email Survey

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  2. Set a Contact List by clicking Store email in panel. image27
    Qtip: For information about creating a Trigger and Email Survey, view Triggering and Emailing Survey.
  3. Click Show available embedded data.image05
  4. Identify the Salesforce field that will be used as a Key.image08
  5. Click Save.
  6. Go to Survey > Survey Flow

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  7. Click Add a New Element Here.image10
  8. Select Embedded Data.

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  9. Paste the Embedded Data field name from step 4.image21
  10. Click Save Flow.
  11. Go to Survey > Tools > Salesforce > Response Mapping
  12. Select the Salesforce field for the Key.

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  13. Set the Key as an Embedded Data.image01
  14. Paste the Embedded Data field name from step 4.image25
  15. Set this field as the Key.image07
  16. Click Save.

To retrieve a Key (using Email Survey)

If your survey was distributed using the Qualtrics mailer, the appropriate Key can be uploaded as part of the Contact List.

  1. When uploading the Contact List, include a column for the appropriate Key.image19
    Qtip: To retrieve a spreadsheet of IDs for each participant, ask your Salesforce administrator to perform a data export of the appropriate Salesforce records.
  2. Go to Survey > Tools > Salesforce > Response Mapping
  3. Select the Salesforce field for the Key.

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  4. Set the Key as an Embedded Data field.image01
  5. Paste the Embedded Data field name from the Panel.image25
  6. Set this field as the Key.image07
  7. Click Save.

Mapping a Lookup Field

In Salesforce when creating custom fields for your object, one optional field type is a Lookup Field. A Lookup Field is used to connect two objects in Salesforce in a parent-child relationship. When using Response Mapping a Lookup Field can be used to insert a new record in one object and then connect that newly inserted record to another object, the parent object. For more information, view Create Custom Fields on the Salesforce support site.

Once set up in Salesforce, Lookup Fields can be used in Response Mapping. An example use case follows. Imagine the object Contact (the parent), and a custom object called Survey Response (the child). The object Survey Response would have a custom Lookup Field connecting the two objects in Salesforce.

In Salesforce, you can create a Workflow Rule that will send a survey to a Contact when a condition is met (see Trigger and Email Survey). At completion of the survey, the contact’s responses can be mapped back to a new record in the Survey Response object. If the Lookup Field is used in the Response Mapping, the Survey Response will appear in a related list on any parent records. To map to a lookup field, follow the instructions in Setting a Key, but instead of setting a key field, simply select the lookup fields and map the ID for the appropriate object you’d like your survey response to be related to.

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In this example, the Survey Response will be related to the Contact that triggered the survey and the Contact’s parent Account.

Mapping to common Salesforce fields

Each type of Salesforce field can only accept data in a specific format. It’s important to know what these types of data are as you set up your response mapping. If your mapping is working for the most part, but one or more fields aren’t updating, it’s likely that you’re passing the wrong type of data.

This guide also contains suggestions for which question types to pair with each type of field in Salesforce. It’s a good idea to think about how you want your data to be stored in Salesforce, then to design your survey to match that data (for example, if you want to use a checkbox in Salesforce, consider using a Yes/No multiple choice or matrix question in Qualtrics).

In each example below, all strings are surrounded with quotation marks – don’t include these quotation marks when you’re actually setting up the mapping.

Lookup field

This can only accept the unique Salesforce Record ID of the record you want to reference. This record ID will usually be stored as Embedded Data, either from a panel or from a query string if you’ve set up a custom link in Salesforce.

  • If you create a panel member when triggering a survey, the record ID of the record that triggered a survey is stored as Embedded Data in Qualtrics as “sfId,” so specify Embedded Data > “sfId” to relate your to the original record that triggered the survey.
  • If a triggering record has any populated lookup fields, the IDs of the related records in those fields will be saved in the panel member as well. For example, if a Contact triggered a survey, the ID of the parent Account would be saved as “sfAccountId
  • If you are distributing through a link generated in Salesforce, make sure the Embedded Data names specified in your mapping match the names you set in your query strings when creating the link.
  • If you are distributing to a Contact List in Qualtrics, make sure the Embedded Data names used in the mapping match the Embedded Data column headers from the file you used to create your panel.

Text

Text fields are extremely flexible in what they will accept. In general, they are best when used with a regular text entry question. When setting up the mapping, map information from your text entry question and select the bottom option from the final dropdown menu.

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Checkbox

A checkbox can only be in one of two states – checked or unchecked. To map these respective states, you can use the values below:

  • “true” for Checked or “false” for Unchecked
  • 1 for Checked or 0 for Unchecked

If you’re using a Yes/No mulltiple choice question, consider using Selected Choices – Coded Values when creating your mapping, then recoding the values of the answer choices to match the checkbox state you’re looking for. If you’re using a Multiple Choice – Multiple Select type question, you’ll likely want to use Branch Logic for each possible answer choice in the question, then setting an Embedded Data value equal to one when an answer is selected. From there, select Embedded Data > The name of your Embedded Data field when creating the mapping for each respective checkbox.

Picklist

To map to a picklist, simply map the text of the option you want to select, sent over as a string.

  • For example, if I have a picklist with “Red,” “Green” and “Blue,” I would map “Red” if I wanted to select Red in the mapping.

The best question type to use for a picklist is a regular multiple choice question. To make the setup easier, make sure to match the text of the multiple choice question and the picklist options. When creating the mapping, select Selected Choices when mapping to your picklist.

Date

The Date field type will accept a wide range of possible date formats. These include (but aren’t necessarily limited to):

  • M/D/YYYY
  • YYYY-M-D
  • MM/DD/YYYY
  • YYYY/DD/MM
  • [Full month name] D, YYYY

The most common use case for mapping a date is recording the last time a participant completed a survey. To record this, consider adding a “DateCompleted” Embedded Data field to the end of your Survey Flow and use our Piped Text menu to insert one of the date formats listed above. When setting up the response mapping, select your date field followed by Embedded Data > “DateCompleted

Response Mapping involves saving survey responses to fields of a Salesforce record. While having each question saved to Salesforce opens up dashboarding and reporting possibilities, in some situations it may be preferable to keep the response data in Qualtrics, and simply map a link to the response into Salesforce.

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In this example, a link to the survey response is mapped to Salesforce and the link is clickable.

To map a response report link

  1. Go to Survey > Tools > Salesforce > Response Mapping
  2. Select a Salesforce field to map the response link.image18
  3. Select Specified Value.image24
  4. Paste in this link:
    https://s.qualtrics.com/WRQualtricsControlPanel/Report.php?R=${e://Field/ResponseID}&NoStatsTables=1&SID=${e://Field/SurveyID}

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Testing and Troubleshooting

To quickly troubleshoot which field is causing a mapping to fail, set a Debug Email in your response mapping settings in Qualtrics. Debug Emails will then be sent that will confirm the mapping was successful or explain why the attempt failed. You can also view individual fields and what Qualtrics is passing in the debug email, which may explain why the mapping isn’t behaving as expected. If you need to reach out to our support team, having these debug emails ready in advance will help us troubleshoot the issue.

The mapping is failing entirely

There are several possible causes for why a mapping will fail entirely (i.e. No fields are updated, or no record is created). To help troubleshoot these issues, first make sure you’re triggering debug emails to yourself. Below are text snippets from a few common debug emails and what you can do to resolve the associated issues:

Unable to login to salesforce, invalid credentials. Salesforce API error: INVALID_LOGIN: Invalid username, password, security token; or user locked out.

This means that Qualtrics is having trouble connecting with the correct Salesforce account. When a survey is collaborated with multiple people, it’s important to ensure that the survey owner has signed into the Salesforce environment you’re mapping to.

  • Check with your Salesforce administrator to make sure that you have the right user permissions (including API access) and that your account hasn’t been locked out.
  • Ensure that your password or security token hasn’t been changed recently – if they have, try signing into your Salesforce environment again.

No object found to update

This means that Qualtrics isn’t able to identify the object or record you’re trying to update. The most common cause is that you’ve made a typo in your response mapping.

  • Make sure the fields you’re pulling IDs from match the Embedded Data (for example, if your Embedded Data is saving as sfId with a capital I, make sure you match the capitalization in your response mapping menu).
  • You will also want to ensure that you have the ability to view any fields you’re trying to map to, and that you have the rights to edit the record you’re trying to update. Check with your Salesforce administrator to make sure these permissions are in place.

Required fields are missing

This means that a required field isn’t being passed over to Salesforce from Qualtrics (for example, every lead usually requires an organization).

  • First, check your Response Mapping to make sure that you’ve selected this field to map to. Double check that you’re mapping a valid piece of information (If you’re mapping Embedded Data, check the spelling and capitalization). If everything looks good in the Response Mapping menu, double check your survey questions and Survey Flow to ensure the value is being set.

The mapping is successful, but certain fields aren’t updating

Some Salesforce objects require specific formats for certain fields. For example, a “Satisfaction Level” field may only accept a number 0 through 9. If you map the words “Extremely Satisfied” instead of a number 0 through 9, this field would not update correctly. See Mapping to common Salesforce fields for help in what you should be mapping.

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Qtip: For the above example, when setting up Response Mapping, map Selected Choice Recode instead of Selected Choice. This will map the recode value of the answer choice (“9″) instead of the text (“Extremely Satisfied”).

It’s also possible that you don’t have permission to edit the fields you’re trying to map to. Check with your Salesforce Administrator to see if this is the case.