The Feedback Management solution from Skeepers can interact with many other platforms in your work environment.
You have the option to connect Skeepers to SalesForce via a connected application. Its installation is quick and accessible to everyone. This integration will allow you to send attractive personalized surveys, easily enrich your contact records, and share customer information with your teams on SalesForce.
Learn how to configure this integration by following these steps.
Usage
Once your connected Salesforce application is set up and your data mapping is configured, you can create new post-feedback actions (learn more about post-feedback actions) within your campaigns.
We explain how to set up a Salesforce CRM enrichment action to update a customer record or flag a behavior in the article Enrich the Salesforce CRM with data from surveys.
Requirements
- Logged in as an administrator of your SalesForce instance
- Logged in as a user that has the right "Account settings" on your Skeepers instance
Connecting to SalesForce
On your Skeepers account, go to the left sidebar of the platform and then to 'Available Applications'. Here, choose SalesForce and click the 'Integrate' button.
You will then need to add a new managed authentication. Name this new authentication.
Meanwhile, on your SalesForce instance, go to the left sidebar under 'PLATFORM TOOLS', click on 'Apps', 'App Manager' and then press the 'New Connected App' button on the right side of the platform.
In the 'Basic Information' section of this new page, start by naming the application in the first field 'Connected App Name'. The 'API Name' field will automatically fill based on the previous field. The email you enter in the 'Contact Email' field will be the one to receive connector errors.
Next, go to the 'API (Enable OAuth Settings)' section of the page and check the 'Enable OAuth Settings' box. Complete the 'Callback URL' field with the 'Callback URL' from the new managed authentication in your Skeepers account.
Further down the page, select the following two OAuth scopes:
- ‘Full Access (full)’
- ‘Perform requests at any time (refresh_token, offline_access)'
You just need to save the creation of this new connected app on your SalesForce instance.
You will then be redirected to this new connected app where SalesForce needs about 10 minutes to refresh the connection. To retrieve the equivalent of the connected app credentials from the SalesForce side to configure them in Skeepers, click on the 'Manage Consumer Details' button on the page. As these details are sensitive, verification code authentication will be required.
On this new page, retrieve the 'Consumer Key' and 'Consumer Secret' to add to the authentication configuration in your Skeepers account. The SalesForce 'Consumer Key' corresponds to the 'Client id' on Skeepers, while the 'Consumer Secret' represents the 'Secret' on Skeepers.
Still on Skeepers, name this authentication and then retrieve the 'Authorization URL' and 'Token URL' from the SalesForce documentation available here and here. These URLs are usually permanent (except in cases of different domains provided by SalesForce).
All that’s left is to save this new authentication.
Finally, once the authentication is saved, just click the 'Connect' button. This will trigger the authorization protocol, redirecting you to an authentication page where you need to confirm that Skeepers has the right to connect to your instance. By authorizing the connection, the chain link icon on Skeepers will turn green, indicating that the link between Skeepers and SalesForce is active.
Mapping configuration
By configuring the mapping, you can define the data you wish to transfer from Skeepers to SalesForce.
To do this, go to the "Mappings" tab in your newly connected SalesForce application and click the "Add new mapping" button.
Next, name this new mapping. It should reflect its purpose (example : cart abandonment, detractor client, etc.). Then, select the newly created authentication in the "Authentication" field.
In the "Distant app object", select the element you wish to enrich in SalesForce.
The "Identification field" corresponds to the data used to locate an element in SalesForce.
The "Operation" field allows you to choose whether you want to :
- create the data in SalesForce (Create)
- update existing data by overwriting the previous entry with the new one (Update)
- or create the data if it does not exist and update it if it already exists (Create or Update)
Mapping fields must then be added and completed based on the variables you wish to transfer from Skeepers to SalesForce. The elements in the "Internal object" column correspond to variables in Skeepers (attributes, tags, answers, etc.), while those in the "External field" column correspond to the information and fields in SalesForce.
The "Transformation" field is only required in very specific cases where the data must be altered to fit a precise format (example : transforming a phone number starting with "+336XXXXXXXX" into "06XXXXXXXX").
Press the "Save" button once everything is in order. If everything is properly configured, the fields should begin populating automatically.
For a better understanding of mapping, refer to our article Enrich CRM with mapping.
If you have any questions, feel free to contact our Customer Care team.