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🧠 Salesforce Advanced: Syncing Back Custom Data Fields and AskNicely Activities

Jomar
Updated

This article outlines how to automatically log activity from AskNicely into Salesforce and how to send custom data from AskNicely back into Salesforce, enriching the customer record with real-time NPS context and responses.

✉️ Log Contact Activity

All activity from AskNicely can be automatically displayed in Salesforce, enabling your team to:

  • Details about surveys sent

  • See replies received from customers

  • Track triggered workflows

  • Access notes added in AskNicely

This empowers your team to manage communication and follow-ups in one centralized view.

Example:
In our famously fake airline, JarvisAir, you'll notice three types of entries in the Salesforce Activity Log:

  • ✉️ Survey email sent

  • ⚡ Workflow triggered

  • 💬 Customer reply

These updates appear on the contact record, helping Salesforce users maintain complete visibility into the customer experience.

🛠️ Sending Custom Data

Once you’ve:

  1. Enabled the Salesforce integration,

  2. Configured Report Sync to automatically survey groups of contacts or trigger case-closed surveys,

—you can optionally configure AskNicely to send back custom data fields to Salesforce.

🔍 Background

When contacts are imported from Salesforce into AskNicely, a point-in-time snapshot of their field values is stored (e.g. first name, last name, etc.).

Over time, field values may change in Salesforce—but you might still want to retain the original field values as they were at the moment the survey was sent. These custom data points can be written back to the AskNicely Response object in Salesforce to enrich reporting.

🧩 Step-by-Step Instructions

1. Add Fields in Salesforce

  • Use Salesforce’s Custom Object Manager to add the desired custom fields to the AskNicely Responses object.

2. Map Fields in AskNicely

  • In AskNicely, go to:
    App Store > Installed Apps > Salesforce > Configure > Updates tab

  • In the Custom Field Updates section:

    • For each field you added in Salesforce, select:

      • The Salesforce field name

      • The AskNicely custom data name

    • Click Add

Once added, AskNicely will push this custom data back to Salesforce as part of the response record each time a survey is completed.

🙋 Need Help?

If you're unsure about custom field mapping or want help enabling activity sync in Salesforce, reach out to our friendly Support Team at support@asknice.ly—we're here to help!

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