The Salesforce Integration

Delighted’s Salesforce (SFDC) integration will sync response data to the associated Contact record in Salesforce, as well as summarize response data on the Account level. You’ll be able to see a contact’s most recent score, comment, response timestamp, and any properties passed over with the survey request.

Premium integration

Salesforce is a premium integration, limited to specific plan levels. For more information, see our Pricing page.

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How the Salesforce integration works

The Salesforce integration works by syncing response data in three phases:

  1. Response is received in Delighted: After this, we wait 10 minutes so that the respondent has time to add a comment
  2. We search for a matching Contact record in Salesforce: By default, we will look to match by email address. However, if you include the property salesforce_contact_id, we will sync based on that Contact ID
  3. Feedback is synced to the matching Contact: Feedback is synced in two ways—the most recent score left by that respondent will flow into a Custom Field, while any other details that you want included (from the response timestamp to the property data you sent with the survey request) will be synced to a Related List

There are a few components required to facilitate the integration between Delighted and Salesforce:

  • Custom Fields: Each field is designed to show an aspect of the Delighted response within Salesforce. For example, Timestamp will show the exact timestamp the response was received within Delighted. Delighted’s Custom Fields are great components to pull in for any custom reporting you’re doing within Salesforce.
  • Apex Class/Triggers: Apex components power syncing and are required for Delighted to interact with the Salesforce API. 
  • Custom Objects: Custom Objects are like the parent of your Custom Fields. For example, the “Delighted Response” Custom Object contains all related Custom Fields for the package (ex. Comment, Permalink, Properties, etc.). If you’d like to find the API name for each of the Custom Fields for the Delighted package, the Custom Object is a great place to locate them.

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Setting up the Salesforce integration

There are two steps to setting up the Salesforce integration:

  1. Installing the integration package
  2. Configuring the contact layout

1. Installing the integration package

  1. Head to the Integrations tab and choose Salesforce
  2. Click “Connect and turn on”
  3. You’ll be redirected to Salesforce. If prompted, enter your login credentials
  4. Authorize the Delighted connection and click “Install” to complete. We recommend installing for All Users. You can click on “View Components” to see what data we’ll be syncing over

  1. Approve third-party access and let the install complete

2. Configuring the contact layout

  1. Head to Salesforce and log in
  2. Head to any available Contact record

  1. Click “Edit Layout” on the top right-hand corner of the page
  2. Drag and drop the Last Delighted Response field to your Contact record

  1. Drag and drop the Delighted Related List to the Related List section of your Contact record
  2. Optional: Edit your Related List to reorder where the Delighted information appears in your Contacts

  1. Save your changes
SFDC Version Support

Delighted's Salesforce integration works on both Salesforce Classic and Salesforce Lightning instances.

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Testing the connection

To test the integration, you’ll want to create a contact in Salesforce with an email address that you have access to and send a Delighted survey to that email. Then, confirm that the response data was synced correctly.

  1. From the main Salesforce page, click the “+” icon in your navigational menu (next to “Subscriptions”)

  1. From the All Tabs page, click on the link for “Contacts”
  2. On the Contacts page, click “New” (often under the Recent Contacts field)
  3. Enter the Contact details, including the email address to send the survey (choose one that you have access to for testing purposes)
  4. Click “Save”
  5. Head to Delighted and click “Survey people”
  6. Click “Survey people” under the Email platform
  7. Enter the test email address
  8. Click “Next: Review”
  9. Click “Send immediately”
  10. Check your email and respond to the survey. Note: the throttle period will apply to this email survey, so be sure to reach out to get that throttle disabled for testing or use an email that you haven't sent to yet
  11. Wait approximately 10 minutes for the default delay to pass, then check the Salesforce Contact record to see your test response data synced over!

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Troubleshooting the connection

Think about the following if you need to troubleshoot Delighted-SFDC syncing:

  • Consider the delay: While we delay syncing for 10 minutes, we recommend waiting 30 minutes to sync over as there may be other concurrent activity in your SFDC instance that is slowing API activity.
  • Confirm the email address: Be sure that the email on the Contact record exactly matches the email listed on the Delighted response. 
  • Confirm the Contact record: We only sync to the Contact records (versus Person Accounts, etc).
  • Try a hard reset: If all the above looks correct and you’re still not seeing data sync across, try running a hard reset by: 
    1. Turning off the SFDC integration in Delighted 
    2. Removing the integration from Delighted 
    3. Removing the Delighted package from SFDC 
    4. Reinstalling the integration again via Delighted. 

If you’re still having issues with the integration after reviewing the above, contact our Concierge Team!

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FAQs: Salesforce

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What are the advantages of the Salesforce integration?

Delighted’s Salesforce  integration can help drive workflows and serve as the foundation for custom reports. Here are some of the key benefits of the integration:.

  • Consolidate your dashboards: Syncing data from Delighted to Salesforce in real-time ensures that you’ll have both feedback and existing SFDC data in a single location, allowing you all the necessary data right at your fingertips.
  • Enable workflows and automation: Our integration pushes over all the response data, from scores to timestamps, to your Salesforce instance. As Contact records are updated with new feedback, consider leveraging Workflows and/or Apex Triggers to automate processes based on freshly synced Delighted responses.
  • Allow for custom reporting: Generate reports that focus on Delighted response data, or draw on a blend of Delighted data and existing SFDC data (ex. tracking NPS over time, highlighting NPS in conjunction with other metrics like MRR).
  • Help identify customers prior to churn: Delighted's Salesforce integration syncs scores in real-time to set the foundation for quick follow-up with dissatisfied customers before they call it quits.
  • Help identify customers for upgrades: Positive feedback can be a strong indicator of customers interested in additional product offerings, upgrades, cross-selling opportunities and added MRR.

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What are some best practices when using the Salesforce integration?

Below are a few of the best practices to make your Delighted integration seamless:

  • Verify your Salesforce edition: Not all Salesforce editions include use of the API. Check Salesforce’s Trailblazer Community page to confirm your edition/API is supported. 
  • Consider testing with your Salesforce sandbox environment: To test with a Salesforce sandbox account prior to integrating with your production instance, send us a quick note and we’ll provide you with a unique URL for connecting with SFDC sandbox.
  • Install the integration with a generic user: User account changes, security updates, or adjustments to access-related settings in Salesforce can result in expired access and token-based issues. To sidestep this issue completely, consider installing the integration while signed in as a generic user (ex. salesforce@delighted.com vs. tony@delighted.com).
  • Be aware of any workflows or restrictions: When setting up the integration, be sure to clear any workflows or configurations that would restrict updating of Contact records. There is a potential to encounter issues when running the sync if you’re triggering flows off Delighted objects/fields or have custom configurations that require specific conditions be met before updating a Contact record. 

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How do I trigger surveys based on actions in Salesforce?

You can trigger the submission of Delighted surveys based on specific actions in Salesforce using either Salesforce workflows, Apex triggers, or an external platform like Zapier.

For basic resources for getting up and running with SFDC triggering, send us a note and we’ll send over the details.

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Does the integration show all-time feedback in Salesforce?

Yes!

Within each Contact record’s Related List, you’ll see all responses provided by that respondent.

You can also find all Delighted response data under the “All Tabs” section for “Delighted Responses.”

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How many API calls are made per response?

We make about 6 HTTP requests to the Salesforce API for each survey response.

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Where can I find the Delighted package in Salesforce?

If you or your team needs to review the Delighted components further, such as grabbing a custom field name for reporting purposes, follow the  steps below:

  1. From your main SFDC dashboard, use the Quick Find function and type in Installed
  2. Once you see the InstalledPackages, click through that link
  3. On the Installed Packages page, find the package with the Package Name of Delighted and click through that link
  4. On the following page, click on the View Components button to reveal all components related to the package

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Can I integrate multiple Delighted projects with one Salesforce instance?

Yes!

Each project is independent, so you’ll need to set up the integration for each project desired.

Keep in mind, however, that when a response syncs from Delighted to Salesforce, we won’t automatically mark which projects it has come from. Instead, consider including a property called ‘ProjectName’ in each scheduled survey. The value of this property should match the name of the project as it’s configured in Delighted.

With this configuration, individual contact records in Salesforce will carry information about which survey project the response is tied to and you’ll be able to easily create downstream reports or workflows on a project-by-project basis.

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What versions of Salesforce are supported?

Delighted's Salesforce integration works on both Salesforce Classic and Salesforce Lightning instances.

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