Salesforce integration with Pendo Listen (beta)

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This article is an overview of the Salesforce integration with Pendo Listen, how it works, and what the user experience is for Salesforce and Pendo users. For information about how to set up the integration, see Integrate Salesforce with Pendo Listen.

Functionality

The Salesforce integration with Listen offers additional functionality to the standard Salesforce integration with Pendo. If you've already mapped Pendo accounts to the Salesforce Account object as part of a standard Salesforce integration, you can already use the Salesforce integration for reporting in Listen. This allows you to create more detailed analysis of market and customer demand based on the customer and prospect data stored in Salesforce. For example:

  • If you map your Pendo accounts to the Account object in Salesforce, including ARR fields, you can then filter your top ideas by value in Pendo > Listen > Validate > Analysis.
  • You can use Salesforce segments (such as Commercial or Enterprise) and locations (such as EMEA and North America) to segment reports on feedback in Listen based on specific cohorts.

As well as pulling in Salesforce information to enrich metadata in Pendo and pushing Pendo data back into Salesforce with the standard Salesforce integration with Pendo, the Salesforce integration with Listen additionally provides:

  • A mechanism for submitting feedback to Listen through Salesforce.
  • The ability to view feedback in the Salesforce user interface (UI).

For more information, see User view in this article.

Use cases

After you've linked your Salesforce data to Pendo data through the standard Salesforce integration with Pendo, you can use Salesforce throughout Pendo, including Listen, to filter data and run reports based on Salesforce attributes.

This section covers the use cases served by the additional functionality provided by the Salesforce integration with Listen, configured on top of the standard integration.

Understand market demand to impact growth

From Salesforce, your sales team can capture and see market demand in the form of feedback items that are linked to Salesforce objects.

From Pendo, your product team can the view customer feedback submitted through Salesforce alongside other feedback in Listen to see what your customers want and understand the priority of feedback in the broader context.

Increase efficiency between your sales and product teams

Customer-facing teams can submit feedback on behalf of an account in Salesforce. This makes it easier to send account feedback data to Pendo, without having to leave Salesforce.

After you start receiving feedback submitted through Salesforce in Pendo, you can create a feedback view that captures all Salesforce-submitted feedback and save that view to your favorites. This allows you to come back and view insights for that feedback, including an AI-assisted summary and visualizations. For more information, see View feedback insights.

How it works

Configuring the Salesforce integration for the Pendo Listen platform involves a specific setup that differs from the configuration described in the Salesforce integration with Pendo article. Specifically, the Salesforce integration with Listen requires that you:

  • Sync your Pendo accounts with specific Salesforce account objects, whereas this is optional with the standard Salesforce integration with Pendo.
  • Add a package to your Salesforce URL.

User view

After integrating Salesforce with Pendo Listen, your signed-in Salesforce and Pendo users can:

  • Use a Submit Feedback button in Salesforce, giving customer-facing teams the ability to add feedback items to Listen on behalf of your customers without leaving Salesforce. 
  • View an overview of feedback submitted through Salesforce and details about each of these feedback items when you open them.

Submit feedback from Salesforce

After you've set up the Salesforce integration with Listen, Salesforce users that are also signed in to Pendo can select Submit Feedback from the Account page to open the feedback submission form. 

Submit Feedback from Salesforce.png

The Submit feedback form is auto-populated with the account information. The Salesforce user must then complete the rest of the form. For more information about the submission form, including best practices for what to include, see Collect customer feedback.

Submit feedback form.png

View feedback in Salesforce

You can view any feedback items that were submitted from Salesforce in the Feedback Summary table for an account. Select a feedback item from the table to see the details.

Salesforce Details table.png

 

 

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