Before reading on, determine what feature you are using to bring Contact data in AskNicely.
You may be using Reports, Process Builder/Flows, or Marketing Cloud.
Updating using Process Builder/Flows or Marketing Cloud
Updating using Reports
Reports offer the greatest flexibility in sending off Surveys with the most up-to-date Contact data in Salesforce. If you have not already, go to the Salesforce Integration page in AskNicely: App Store > Integrate > Salesforce.
Each enabled Report will sync automatically each day at the time selected via the drop down menu. Our default setting is 11pm.
If you haven't enabled a Report but want to update the contact data for the Contacts that are found in that report:
- Enable the Report
- Disable the Triggered toggle
- Hit Sync Now
AskNicely will reference that specific report and the Contacts found within it and update all fields selected in that report. You can always change what Fields are brought into that Report within Salesforce as needed.
Updating using Flows or Marketing Cloud
Both our Process Builder/Flows and Marketing Cloud integrations are solely a trigger-based application. In other words, Contact data will be updated when the criteria for sending a survey is met. AskNicely will reference the most recent data for that Contact prior to sending off the survey.
For most customers using these features, there is no need to update Contact data within AskNicely apart from the automatic Process.
Updating Existing Responses
Most actions in AskNicely are not retroactive, meaning they exist as an accurate reflection of data in the moment the survey was sent.
Updating a Contact's data will not write back to their previous responses, nor will they update responses already synced back to Salesforce.
If a Response requires changes to certain data points (Account Manager, Location, etc.) you can manually change a response's data at the Response level. This will make the Response data accurate in AskNicely only.
To reflect Response data changes within AskNicely back into Salesforce, please contact our Support Team (firstname.lastname@example.org) to evaluate the prospect of doing so. If not, don't fret! The best data you can have is the newest data. Make sure you always have the most up to date data and the next round of surveys can reset your customer's barometer.