Know Before You Go
Salesforce restricts the export to 20 Filters maximum for each Report. AskNicely utilizes 2 Filters for processing. You will be limited to only 18 Filters. Otherwise the Report will be stuck in "Processing" and not successfully import Contacts.
To track NPS for a specific segment of customers (ie. brand or relationship NPS), AskNicely can sync with a scheduled custom Report and either survey all customers in that group or a fixed number on a daily basis.
This is particularly useful if you want to survey all customers, say, four times a year. Or, perhaps base surveys on particular points in a customer journey, e.g. 30 days after joining, then every six months going forward.
You can utilize Process Builder/Flows, an advanced tool, to target specific Contact criteria and even Salesforce Actions to trigger surveys immediately.
Click here to learn more about Reports from Salesforce.
Create the Report in Salesforce
Once your Salesforce Admin has completed the integration of our AskNicely Custom Object, Authorized Users can now search for and pull Reports in from Public folders using the Dropdown.
Reports should only contain a list of eligible Contacts that you would like to survey.
Required fields are:
- First Name
- Last Name
- Contact ID (so AskNicely can update the contact record)
- Account ID (if applicable)
Additional columns (eg. segment, event, agent, account rep) can be added to further customize the survey content and support analytics in AskNicely (like leaderboards).
NOTE: The report must use the Tabular format. Incorrect formats include Summary, Matrix, or Joined types.
Configure the report sync in AskNicely
Step #1: On AskNicely's Salesforce integration page, select the Reports tab.
Step #2: Select your report from the dropdown and click Add Report.
Step #3: Match fields to AskNicely Values
Choose which report fields should be mapped to which AskNicely fields, then click Confirm.
You have several different options when it comes to how your Surveys will be sent, based on whether your Report will be Triggered, have a Daily Max, or custom Contact Rules:
Enabled Button: The first thing you'll notice on the left is an
Enabled button. This allows you to decide if you want to sync reports as part of the daily sync or not. Once it is on, you will have the option to re-sync or re-"pull" the list from Salesforce at any time. If you turn this off:
- The contacts currently on your Contacts page will stay as Active
- No further updates will be made, and no new contacts from that Report will be added to the Contacts page.
Triggered Toggle: The "Triggered" Toggle means that when Reports are synced from Salesforce to AskNicely, all eligible contacts (see below) found on that Report will be surveyed immediately. If the toggle is disabled, your report will sync daily and import new Contacts into AskNicely. You can then set up a Send Scheduler to schedule Surveys to be sent.
- What is an eligible contact? newly added contacts and/or contacts on the list that are past the number of days specified on the
Caveat with Triggers: When a survey is triggered, that person is added to AskNicely as an Active Contact on your Contacts page. This means they have the potential to be surveyed again in the future if you have a Send Scheduler running as well.
If you'd like to avoid this outcome, add a rule on your Send Scheduler to exclude the Segments that are set up to Trigger. (ie. "Segment" IS NOT "Name_Of_Your_Salesforce_Report")
Sync time: The sync time is the time of day the emails will be sent via the Trigger feature.
Send Max: The maximum amount of surveys you want triggered every time your report is synced. This will prevent additional surveys, beyond this number, being send with each sync, regardless of how big the report is.
Contact Rules: This is the number of days before a contact is eligible for a new survey. This will override your Global Contact Rule (if applicable).