Our Usabilla Saleforce Integration for Service Cloud allows you to pull in feedback data from across all of your forms from Usabilla to your Salesforce CRM. Having all your feedback in one place means it’s even easier to filter and sort items based on priority, and connect your feedback to existing customer info so you have case history at hand.
In the Usabilla App, your data is collected into two tabs: “Sources” and “Feedback Items.” The Sources is where you will find all of your Usabilla forms, while the feedback items collected by the sources are under “Feedback items.” Below, we’ll break down each of these tabs and go over the interface.
The Sources tab contains a table of all of your forms in which you use to collect feedback with Usabilla. A “source” is just another name for your Feedback Buttons, Web Campaigns, In-Page Widgets, Email Widgets, and App Forms and App Campaigns.
To view all of your Sources, make sure that “All” is selected from the dropdown menu near the top left corner of the table.
Use the search bar near the top right corner of the table to search your forms by name.
Each source will have an ID, Source Name, Type, Status, Last Modified Date, Record ID, and Get Feedback Items. (If you do not see one of these column names, click and drag the edges of the column names to expose more columns)
Source ID: This is a unique identifier for the source within our database. Developers can use this ID as a parameter when using our Public API.
Source Name: This is the name of the form in your Usabilla account.
Type: The “type” will indicate which Usabilla product the form was created for (Feedback Button, Campaign, Email Widget, App Form, etc)
Status: An “Active” status means that the form is currently turned ON in Usabilla, and is collecting feedback.
Last Modified Date: The timestamp indicating when the form was last modified in Usabilla.
Record ID: A reference ID for the record in Salesforce.
Get Feedback Items: When this column is checked, the feedback items from this source will be transferred from Usabilla into Salesforce.
If you click on the Source Name, you can view additional details about the source, such as which Salesforce admin owns it, and a glimpse of some of the feedback the source has collected.
The “Feedback Items” tab is in essence a bucket containing all of your feedback items in Usabilla across all Usabilla products Usabilla for Web, Usabilla for Email, and Usabilla for Apps.
The Feedback Items will be displayed in a table by default, and contains columns for the Feedback name, Email address (if the form has an Email element), NPS, Rating, URL, Labels, Image, Screenshot, Last Modified Date, Created Date.
Feedback Name: The name of the feedback is the beginning fo the date it was submitted, followed by the User’s comment.
Email: If the source has an Email element (a field for collecting emails specifically), then the User’s email address will appear here.
NPS: The Net Promoter Score submitted by the User (if an NPS element is used)
URL: Feedback items that were submitted from websites will have a URL where the feedback item was submitted. Not applicable for Usabilla for Apps.
Image: Contains a URL to the screenshot for the feedback item collected with the Feedback Button (Usabilla for Websites)
Screenshot (Apps): Contains the URL to the screenshot for feedback items collected with Usabilla for Apps
Last Modified Date: Last timestamp indicating when the feedback item was edited in Salesforce.
Just like with Sources, by clicking on the Feedback Item name, you will be able to see a detailed view of the feedback item:
FREQUENTLY ASKED QUESTIONS
Q: What coding is required in regard to the integration?
A: Essentially no coding is required to set up the integration. One thing that should be taken into account, if you would like to attach feedback items to contacts in their Salesforce instance, it is important that you ensure that this variable is passed with the name of one of the 5 values that we have pre-defined as mentioned in this Support article.
Q: Can Salesforce be configured to use workflows with Usabilla feedback?
A: Salesforce allows you to create workflows and any other processes with their Process Builder. This will give you the ability to create customized processes that are initiated after the feedback was pushed to Salesforce. NOTE: this is not something we provide support on, please reach out to your Salesforce admin for help on this.