Insight Platform - Salesforce App Usage | Qualtrics

Salesforce App Usage

Introduction

Using the the Qualtrics app on the Salesforce AppExchange, you can distribute surveys from within Salesforce. This page outlines the processes of linking your Salesforce account to Qualtrics, sending surveys, viewing Survey Records, and more.

Attention: Some of the options mentioned in this article may differ based on how your Salesforce administrator installed the app. For help with more Salesforce specific concepts (such as running a List View and using a Campaign), please refer to the Salesforce support site.

Linking to Your Qualtrics Account

To send a Qualtrics survey from Salesforce using the app, you will first need to connect your Salesforce instance to Qualtrics.

Qtip: If your Qualtrics account will be used to map survey responses to Salesforce, you will also need to connect your Qualtrics account to Salesforce.

Before connecting your Salesforce instance and Qualtrics account, note that each Qualtrics account can only be associated with one Salesforce account at a time. If your Qualtrics account already has surveys integrated with a separate Salesforce environment (such as a sandbox), consider using a different Qualtrics account. If you don’t know how to get a different account and you think you might need one, speak with your Qualtrics Administrator.

The way you connect your Salesforce account to Qualtrics depends on the way you sign into your Qualtrics account.

If you sign in using a Qualtrics username and password

  1. Log in to your Salesforce account on a computer.
  2. Select the Qualtrics tab in Salesforce.
  3. Enter your Qualtrics username and password.
  4. Click Submit.

If you sign in using your organization username and password (SSO)

  1. Log in to your Qualtrics account on a computer.
  2. Click your name on the top right corner of the screen and select Account Settings.
  3. Open the Qualtrics IDs section and find your Organization ID and API Token. If you don’t yet have an API token, click Generate Token.
  4. Log in to your Salesforce account on a computer.
  5. Select the Qualtrics tab in Salesforce.
  6. Click Are you an SSO User? Click here to enter your API Token.
  7. In the Username field, enter your username, then the “#” symbol, and then the Organization ID found in your Qualtrics IDs (e.g., myUsername#qualtrics).
  8. In the Token field, enter the API Token found in your Qualtrics IDs.
  9. Click Submit.

Sending a Survey

The Salesforce App makes it easy to send Qualtrics surveys out to large groups of survey recipients at once without having to leave the Salesforce interface. You can initiate this process by clicking on any of several Send Qualtrics Survey buttons in the Salesforce interface.

While the process for creating a contact list is the same for all users, the process for selecting and sending a survey differs slightly between Qualtrics Admins and Qualtrics Users. Both of these workflows are included in this section.

Creating a contact list

Every survey sent from Salesforce begins with a Qualtrics contact list. To create a Qualtrics contact list from Salesforce, start with a List View of your Leads, Contacts, or Campaigns object or with a single Campaign’s detail page.

To create a Qualtrics contact list from a List View,

  1. Run a list view for your Contacts, Leads or Campaigns object. Note that sending from a Campaign List View will create a contact list with all Campaign Members from every Campaign you select.
  2. Use the checkboxes to select the individuals or Campaigns you would like to send a survey to.
  3. Select the Send Qualtrics Survey button at the top of the List View.

To create a Qualtrics contact list from a Campaign detail page,

  1. Look up the Campaign you would like to send a survey to.
  2. Select the Send Qualtrics Survey button on the Campaign detail page.

User workflow for selecting and sending your survey

  1. Select one of the surveys from your Qualtrics account and click Select Message (note that only active surveys will be displayed in this menu).
  2. Enter the desired From and Reply-To information and the Subject for this email (this information may not be editable depending on the settings your administrator has selected).
  3. Use the Select a saved message dropdown menu to choose an existing message from your Qualtrics account.
  4. Click Send Email.

Admin workflow for selecting and sending your survey

Once you’ve created your contact list, you’ll be prompted to select a survey to send out. You’ll be able to select one of the three options below:

  • An existing active survey already in your Qualtrics account
  • A quickstart survey provided by the app (these come pre-built with suggested questions and Response Mapping setups, which you are free to edit as needed)
  • A new blank survey.

Once you have determined which survey to send, follow the steps below to edit and distribute it:

  1. Select the survey you’d like to send and click Edit Survey.
  2. Make any desired changes to the survey, then click Save and Continue.
  3. Make any desired changes to the Response Mapping setups, then click Save.
    Qtip: If you need to use Embedded Data in your Response Mapping, refer to the Embedded Data section of this page for common Embedded Data names. For information on setting up Response Mappings, refer to Response Mapping.
  4. Enter the desired From and Reply-To information and the Subject for this email.
  5. Use the Select a saved message dropdown menu to select an existing message from your Qualtrics account or choose to create a New Custom Message.
    • If you select New Custom Message, edit the message as desired and enter a name for your message in the Save New Message As field.
    • If you select an existing message and edit it, you must save the edited message as a New Custom Message. To do this, change the Select a saved message dropdown from your selected message to New Custom Message. Then enter a name for your new message in the Save New Message As field.
  6. Click Send Email.

Viewing Survey Records in Salesforce

The custom Survey object stores details about all surveys sent using the app. Whenever the process of sending a survey is initiated, a new Survey record is created. If the process of sending a survey is still in progress, clicking on that Survey record will take you to wherever you left off in the sending process. If the survey has been sent, you’ll be taken to that Survey record’s detail page and see the information below:

  • Survey Title: The name of the survey as it appeared in your Qualtrics account at the time the survey was sent.
  • # Selected: The number of records in Salesforce that were selected to receive the survey.
  • # Email Opt Out: Of the selected records, the number of records that were filtered out due to Email Opt-out settings set by your Salesforce administrator.
  • # Email Missing: Of the selected records, the number of records that were filtered out due to missing email addresses.
  • # Sent: The number of records that were sent the survey.
  • Sent Date: The date and time the survey was sent.
  • Panel Name: The name of the contact list that was created (note that SFDC is added to the beginning of the contact list’s name in your Qualtrics account).
  • Survey Responses: The related list of Survey Response records. When responses are mapped to Salesforce from a Qualtrics survey, they can be related to a Survey record. All quickstart surveys will include a Response Mapping that automatically establishes this relationship.

Embedded Data

During the process of sending out a survey, Qualtrics creates a contact list containing information about the survey recipients. This information is taken from the standard fields on your Contact and Lead records and is stored as Embedded Data within the contact list. This Embedded Data can be used in the survey as well as in the Response Mapping setup. The Embedded Data names are included in the lists below to provide a quick reference when setting up your survey and Response Mapping.

Qtip: When updating a Contact, Account, or Lead via Response Mapping, you must use the Embedded Data sfContactId, sfAccountId, or sfLeadId, respectively, as the Key. When inserting a Survey Response and populating a lookup field with a related Contact, Account, Lead, or Survey record, you must use the Embedded Data sfContactId, sfAccountId, sfLeadId, or sfSurveyId, respectively.
Contact Embedded Data fields
sfContactId The internal Salesforce ID for the Contact record.
sfSurveyID The internal Salesforce ID for the Survey record.
sfAccountId The internal Salesforce ID for the Account record related to the Contact.
sfName The first and last name on the Contact record.
sfAccount The value in the Account field.
sfTitle The value in the Title field.
sfBirthdate The value in the Birthdate field.
sfHomePhone The value in the Home Phone field.
sfMobilePhone The value in the Mobile field.
sfOtherPhone The value in the Other Phone field.
sfMailingStreet The value in the Mailing Street field.
sfMailingCity The value in the Mailing City field.
sfMailingState The value in the Mailing State/Province field.
sfMailingPostalCode The value in the Mailing Zip/Postal Code field.
sfMailingCountry The value in the Mailing Country field.
sfOtherStreet The value in the Other Street field.
sfOtherCity The value in the Other City field.
sfOtherState The value in the Other State/Province field.
sfOtherPostalCode The value in the Other Zip/Postal Code field.
sfOtherCountry The value in the Other Country field.
sfHasOptedOutOfEmail True if the Email Opt-out field is checked, false otherwise.
sfDoNotCall True if the Do Not Call field is checked; false otherwise.
sfOrgCompany The Organization Name in your Company Information in Salesforce.
ExternalDataRef This is not a Salesforce field but is populated with the Contact ID.
Lead Embedded Data fields
sfLeadId The internal Salesforce ID for the Lead record.
sfSurveyID The internal Salesforce ID for the Survey record.
sfName The first and last name on the Lead record.
sfCompany The value in the Company field.
sfTitle The value in the Title field.
sfLeadSource The value in the Lead Source field.
sfIndustry The value in the Industry field.
sfAnnualRevenue The value in the Annual Revenue field.
sfPhone The value in the Phone field.
sfMobilePhone The value in the Mobile field.
sfFax The value in the Fax field.
sfWebsite The value in the Website field.
sfStatus The value in the Lead Status field.
sfRating The value in the Rating field.
sfNumberOfEmployees The value in the No. of Employees field.
sfHasOptedOutOfEmail True if the Email Opt-out field is checked; false otherwise.
sfOrgCompany The Organization Name in your Company Information in Salesforce.
ExternalDataRef This is not a Salesforce field but is populated with the Contact ID.