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      Salesforce Integration

      Easily and directly enrich and grow your Customer Relationship Management (CRM) strategy/system by sending new or existing customer data from a survey securely to your Salesforce instance.

      💡 This article covers

      Note: This integration only connects with Salesforce upon Survey Completion – not during. We do this to avoid making a large number of API calls to Salesforce and exhausting API limits.

      💪 When to use it  

      • Using this integration, you can create or update records on a Salesforce object with survey data such as per-consumer NPS and CSAT ratings, new leads, data enrichment responses and more.

      Note: The Salesforce integration is an Enterprise level feature. To gain access to Salesforce integration capabilities in your surveys, please reach out to Support or your Customer Success Manager. 

      • The Salesforce integration uses OAuth2, an open standard for Identity and Access Management (IAM), to create a three-way trust between Salesforce, Segmanta, and the user who authorized Segmanta to communicate with Salesforce. Because of this, if the user who connected the Segmanta Application to your Salesforce Organization is deleted or write access to that user is changed, your integration will stop working and you will be notified.
      • To avoid delays in data delivery, use a Salesforce Service account which is unlikely to change specific for Segmanta with appropriate permissions, or ensure the user is changed before it is deactivated in Salesforce. To update records in Salesforce a manual import to Salesforce should be made; please consult with your Salesforce Administrators on how to bulk import records.

      Connecting your Salesforce organization to your Segmanta account

      • First, connect your Salesforce organization to your Segmanta account by following these steps:
        • Navigate to your Account Settings.
        • Click the Salesforce tab on the top menu.
        • Click the + Connect button to the right of the Salesforce Integration item
        • A Salesforce sign-in dialog will appear requesting you to input your Salesforce account credentials. This is the Salesforce OAuth Consent screen. Click "Allow", enter your credentials and click Log In.

      Note: Segmanta does not and at no point will have access to your Salesforce account credentials.

        • After successfully logging in, your Segmanta account will now be authorized in your Salesforce organization, allowing you to send survey data to Salesforce.

      Adding additional Salesforce organizations to your Segmanta account

      • Visit your Account Settings and click + Connect and follow the steps above. 

      Disconnecting your Salesforce organization from Segmanta

      • Visit your Account Settings and click Disconnect next to the organization you would like to disconnect. 

      Note: This action cannot be undone and will render all previously created Salesforce integrations associated with the organization disabled.

      Configuring a Salesforce integration for an individual survey

      Now that you understand the basics of a Salesforce / Segmanta integration and have connected your Segmanta account with your Salesforce organization, let's learn how to configure data mapping of survey responses to your Salesforce instance. 

      In order to use "Update" or "Update or Create", you must pass through a Custom URL Parameter. Before you can configure an identifier (as detailed below) you must define a URL Parameter for the survey.

      🔨 How it works

      • On the Link section, under "URL Parameters", add the Parameter name that you would like to use as your Record Identifier. For example, if you'd like to use the "seg_erid" parameter, enter seg_erid into the input field.

      Mapping survey data sources to your Salesforce organization

      💪 When to use it

      • Visit the survey whose data you would like to integrate with your Salesforce organization.

      🔨 How it works

      • Under Configure > Integrations find the Salesforce integration.
      • Click + Add to select the Salesforce Organization you'd like to add for this integration .

      Note: If you have a grayed out option, either the Salesforce integration is not available on your plan or it needs to be enabled for your organization - please contact support@segmanta.com or your dedicated Customer Success Representative.

      • If you have not yet connected a Salesforce organization to your account, you will be prompted to visit your Account Settings in order to do so.
      • Name your integration for easy reference.

      Note: This will be useful for referencing your integration in your survey's integration list - this information is not sent to Salesforce.

      • Select the Salesforce Object to which you would like to send the data. You can choose any Salesforce object, custom or native, that you wish to send data to as long as the connecting user has access to these objects in Salesforce.
      • Select the Action mode of writing data to Salesforce by defining whether data from this integration should update existing Salesforce records or be created as new records. 

      Note there are three options in the Action dropdown:

      1. Create
        No identification needs to be provided, however, you still need to fill out the sources. Will always append a new record to the object.
      2. Update
        Supply an identifier field, where it is then passed through, Salesforce, before proceeding with filling out the source. Will attempt to update an existing record.
      3. Create or update
        Will attempt to update an existing record. If the record does not exist, a new record will be appended to the object.
      • If Update or Update or Create are chosen for the mode, you’ll be prompted to ensure you’ve set an identifier for the respondent, which can be any data linking the respondent to a survey, such as:
        • Custom URL Parameters (such as seg_erid) for denoting an external respondent ID from your source system, such as the Salesforce Record ID
        • Any answer to a question, such as an email address added to a contact form

      You must select an identifier whenever wanting to Update or Update or Create data on Salesforce and you will be prompted to remember if it is not done.

      • Label your responses, and map them to the appropriate Salesforce fields. All question types in Segmanta are supported, other than an Image Upload question.

      The Source Type can consist of:

      • A Survey Question
      • Any Fixed Value you can define
      • The Survey Taken Time signifying the date/time that the survey was taken
      • A Generated ID Segmanta created for a survey, respondent or response
      • A Custom Parameter you've passed as a URL parameter into your survey

      Note: If you have a survey which allows respondents to retake, resume, or go back between questions, it’s recommended to use the Create or Update mode. If you do not send a seg_erid parameter to identify the respondent, you can use Segmanta’s Generated ID Source Type specifically the “Response ID”, and map to a field in the Salesforce object for deduplication; set this as an “Identifier”.

      Note: Once response labels and sources have been set for an integration, you cannot change the Object. To change Object, remove the field mappings using the “Delete” icon on the question, or delete the integration.

      • Your integration will automatically be saved and new responses will now be written to Salesforce.

      Note: If you wish to change the Salesforce Organization where the data is being sent for a particular integration, you will need to delete the integration and recreate a new one with the new organization as the destination. The ordering of disabling/removing the old integration can be before (no new data will be sent to a particular integration) or after, meaning that both organizations will receive new data for a duration.

      Configuring the Identifier field

      In order for the Salesforce integration to identify which record to update, a record identifier is required to be configured.

      Segmanta will attempt to find a record in the selected object against the "Identifier" field which has been configured.

      🔨 How it works

      1. Click "+ Add Source”.
      2. Select "Custom Parameter" from the dropdown.
      3. Select the name of the URL Parameter you want to use for the identifier.
      4. Select the Object Salesforce Field which Segmanta will attempt to map the custom parameter value to for the purposes of updating the field.
      5. Check the box "Identifier" to let Segmanta know that this field should be used for lookups.

      Note: If Segmanta is unable to identify the appropriate record to update, it will create a new one if the selected update option is "Updated or Create". If this is not the behavior you would like, make sure to select only "Update".