If Salesforce Lightning is the CRM system of your choice, we have the possibility to enrich the information about your users by adding the Feedback that's given by them in Usabilla. With their Feedback in Salesforce Lightning, you can start taking advantage of the options to interact with your users Salesforce gives you. Have I sparked your interest? Great, allow me to continue!
Apart from Salesforce Lightning, this integration is compatible with:
- Salesforce Sales Cloud
- Salesforce Service Cloud
- Salesforce Platform (force.com)
- Salesforce Core (Professional, Enterprise, Unlimited and Performance Edition)
This guide consists out of two parts:
What do you need:
- A Usabilla account with an Administrator role
- Your Salesforce Admin
Essentials
Let's start by making sure we have the essentials, the Usabilla app for Salesforce Lightning. We've created a Usabilla app that can be found on the Salesforce AppExchange. The app can be found by simply searching for Usabilla and once it has shown its face, you can install it.
Next up are the Usabilla Public API credentials. These credentials consist out of the Access Key and Secret Key. With these credentials, you're able to retrieve Feedback from your Usabilla account. Have a look at this article to see how and where you can retrieve your Public API credentials.
Last but not least, in order to match the Feedback items to a contact in Salesforce, a specific lookup field has to be created by your Salesforce Admin. I'll go over the specific steps that are required to create this specific fields as well, so if you are the Salesforce Admin than follow these steps.
Note: In this example, we'll be using the email address that's collected in the Feedback as a lookup field. But it's also possible to use data that is retrieved in the form of Custom Variables. When using Custom Variables there's are a couple of additional steps required, click here to have a look at these steps.
- In your Salesforce environment, open the 'Object Manager':
- From the 'Object Manager', select 'Feedback Item':
- Select 'Fields & Relationships':
- Select 'New':
- In the following screen, we're going to specify that we're trying to create a Lookup field by selecting 'Lookup Relationship' and select 'Next':
- Next, we're going to specify that this object will be related to a Contact by selecting '' and select 'Next':
- Then it's time to specify the 'Field Label', 'Field Name' and 'Child Relationship Name' as the following:
- In step 4 you can modify the Field-Level Security for Profile settings, there's no specific setting from Usabilla needed for this, so this can be set up according to your preference.
- In the following step we're going to specify that this field should be included in the 'Feedback Item' and the 'Feedback Item Layout' page layouts:
- Last but certainly not least, we're going to specify the title for the related list and save the changes we've made:
Setup in Salesforce Lightning
Now that we've covered the essentials, it's time to configure Salesforce Lightning the Usabilla app is installed successfully, we're going to configure the necessary settings that are needed to make sure Feedback is retrieved from Usabilla.
- Navigate to the 'Usabilla Setup' page by clicking the 'Setup' icon:
- Search for 'usabilla' and you should be able to find the shortcut to 'Usabilla Setup':
- Once 'Usabilla Setup' is clicked, you will be presented with the screen containing all the necessary information to set up the integration and it will look like the following screen:
- In the 'Data Endpoint' field, we're going to specify the following URL: https://data.usabilla.com:
- Next up, the Access Key and Secret Key fields. The credentials you've retrieved from your Usabilla account can be inserted here:
- In the 'Fetch Feedback Items From x Days' you can specify how far we should go back to retrieve historical data. This option only affects sources that have not been fetched. Sources that have been fetched will use the last fetched feedback property to determine what feedback items should be fetched:
- The 'Schedule Sources' section allows you to configure how often a call is made to our Public API to retrieve Feedback per Product (Usabilla for Websites/Email/Apps).
There are three options here:
- Use hour interval (by selecting this option, the field next to 'Schedule Source hours' becomes configurable which gives you the possibility to define the interval in hours eg 1 hour, 2 hours, 2,5 hours, 3,25 hours etc.)
- Every 15 minutes
- Every 30 minutes
- The 'Schedule feedback items' section allows you to configure how often a call is made to our Public API to retrieve Feedback per Feedback source (the Feedback Button for Usabilla for Websites, the Feedback Form for Usabilla for Apps and the Email widget for Usabilla for Email).
There are three options here:
- Use hour interval (by selecting this option, the field next to 'Schedule Source hours' becomes configurable which gives you the possibility to define the interval in hours eg 1 hour, 2 hours, 2,5 hours, 3,25 hours etc.)
- Every 15 minutes
- Every 30 minutes
- In the 'Link Feedback and Contact' section, we're going to configure what information in the feedback item we can use to identify the user. To clarify what the function of the fields in this section do, I'll name them below and give a brief description of them:
- Contact's Email API field name: This defines what information in Salesforce should be used to match the information of the user coming in through the Feedback (in this case, the email address)
- Feedback's Email API field name: This defines the source for the email address in the Feedback item
- Feedback's Contact API field name: This will link the Feedback item to the contact in Salesforce based on the 'Feedback's Email API field name'
Note: Please keep in mind that Feedback will only be attached to existing contacts if the email address in the Feedback item is known in your Salesforce environment. If the Feedback item contains a new email address, the Feedback will not be linked to a contact.
Custom Variables as Lookup field
In order to communicate the Custom Variables to Salesforce, we have set up 5 integration fields that can be used to make sure the Custom Variables will be available in Salesforce. These are the 5 integration fields:
integration_sf_id
integration_sf_01
integration_sf_02
integration_sf_03
integration_sf_04
By using these integration fields as the Name of your Custom Variables, the value that is pushed through will become available in Salesforce, which in turn can be used to link the Feedback to a specific user.
Allow me to explain the complicated text above with an example. If you're currently retrieving the ID of your users and it is displayed like this in Usabilla under Custom Variables:
User ID : 123456AB
In this example, the 'Name' of the Custom Variable is 'User ID' and the 'Value' is '123456AB'. To make sure this ID is available in Salesforce and can be used to link Feedback with a user in Salesforce, the 'Name' of the Custom Variable has to be adjusted to one of the five integration Fields:
integration_sf_id : 123456AB
Alternatively, you could also send the same ID once more, but with a different name. This would be helpful for colleagues who are reviewing Feedback in Usabilla and would like to have context about the Custom Variables they're seeing in the Feedback items. The result of this will be:
User ID : 123456AB
integration_sf_id : 123456AB
Next steps
Now that the Salesforce Lightning integration has been setup, it's time to take advantage of all the opportunities you've unlocked in Salesforce. Get in touch with your Salesforce Administrator to get an idea what awesome things you can do with Usabilla and Salesforce Lightning combined!