This article explains how to set up the Salesforce integration in Pendo Feedback. If you've already integrated Salesforce with Feedback and want to know how to use the integration, see Using the Salesforce integration for Pendo Feedback.
Requirements and prerequisites
To get started with the Salesforce integration, you need the following:
- A Feedback API Key.
- Admin access to Salesforce, including the ability to add and configure third-party apps, and configure layouts.
- Admin permissions in Pendo Feedback.
- Ensure that the unique Visitor and Account IDs that you pass through the Pendo Snippet correspond to Salesforce IDs (or any other consistent field in Salesforce).
Note: Ensure that IDs match between the Pendo Snippet and Salesforce before integrating with Salesforce. This common key is required to connect the two data sources. If the common key is missing, the Salesforce integration will create duplicate Account and Visitor records. For more information on the Pendo Snippet, see the Developer's Guide to installing Pendo.
To get a Feedback API key:
- Log in to your Feedback account at app.pendo.io or app.eu.pendo.io. (You may need to use the product switcher to access Feedback before proceeding).
- Navigate to Settings > Product Settings > API Access.
- Select Show API Keys, then Create API Key.
- Keep this page open to authenticate with Salesforce in Step 2, described below.
Note: Feedback API keys are specific to the user who raises them. If the user who raised the API key leaves the company and their user record is deleted, the API key becomes invalid and the integration will break until the API key is replaced by an active user.
Step 1: Initiate Feedback integration in Salesforce
1. Open one of the following links. These were updated March, 2022.
- If using your Salesforce production environment: https://login.salesforce.com/packaging/installPackage.apexp?p0=04t4I0000011Uqx
- If using a Salesforce sandbox environment: https://test.salesforce.com/packaging/installPackage.apexp?p0=04t4I0000011Uqx
2. Log in to your Salesforce account.
3. Select Install For All Users.
4. Select Install.
5. Under Approve Third-Party Access, check Yes, grant access to these third-party web sites.
6. Select Continue.
When you get a notice that Installation is complete, you'll be prompted to enter your API key in the Settings page.
Step 2: Enter your API key and hostname into Salesforce
1. In Salesforce, navigate to Setup > Apps > Packaging > Installed Packages.
Alternatively, search for and select Installed Packages from the Setup panel.
2. Select the Feedback package name in the Installed Packages table.
3. Select View next to Post Install Instructions to view your integration preferences.
4. Enter your API key into the integration preferences in Salesforce.
5. Optionally, if you have a white-labeled Feedback domain, for example feedback.examplesite.com, enter your domain under Feedback hostname.
Step 3: Map Visitor and Account IDs
Connect Salesforce and Feedback data sources by mapping the Visitor and Account IDs passed through the Pendo Snippet to a key from Salesforce.
1. Under User Details, select the appropriate key (e.g., Email) from the Unique identifier (user.id field in Feedback integration) dropdown menu.
2. Under Account Details, select the appropriate key from the Unique identifier (account.id field in Feedback integration) dropdown menu.
Note: It's possible to connect accounts by mapping only the account.id field to a field in Salesforce. This ensures that metadata (ARR) can be passed from Salesforce into Feedback. You don't need to map contacts to visitors as well, but there are added benefits, including:
- The ability to add requests to contacts within the Salesforce UI. If you do this without connecting Salesforce contacts to visitor records in Pendo, you create duplicate visitor records in Feedback.
- The account level view of all requests provide a more complete picture, since the Salesforce integration will only aggregate requests that are linked to Salesforce contacts.
Step 4: Map your existing account or opportunity value
Optionally, map your existing monthly or annual account value in Salesforce to your account value or opportunity value in Feedback. To do this, select the appropriate fields from:
- The dropdown menu for Account monthly value field (optional) under Account Details.
- The dropdown menu for Opportunity value field (optional) under Opportunity Details.
Step 5: Map account types
We highly recommend that you map Feedback account types: Paying, Not Paying, and Prospect.
By default, the Feedback integration looks at the Account Type field in Salesforce. If that field contains text like "Customer" or "Prospect", the Feedback account type will default to one of three options, outlined in the table, below.
| If Salesforce Account Type Contains: | Feedback Account Type will default to: |
| "Customer" | Paying Customer |
| "Prospect" | Prospect |
| Other | "Not Paying" Customer |
If you'd like to override these default rules and map to your own account types:
1. Select the corresponding data field in your Salesforce account using the dropdown menu for Account status field (optional) under Account Details.
2. Add identifiers for your Paying accounts and Prospect accounts. Anything not specified here defaults to Not Paying in Feedback.
Guidance:
- Watch your spaces. "Customer " and "Customer" won't be a match.
- Watch the case. "Prospect" and "prospect" won't be a match.
- If you don't have a notion of a "prospect", you can leave the values blank.
Step 6: Save, view, and edit your integration
When you're done with the first 5 steps, select Save and then Done.
If you'd like to make changes after setting up the Feedback integration:
1. Navigate to the Preferences page in Salesforce.
2. Open your Setup panel.
3. Search for "Installed Packages".
4. Select the "Feedback" package name.
5. View your integration preferences by selecting View next to Post Install Instructions.
6. Make your changes and then select Save.
Step 7: Authenticate Salesforce in Feedback
1. In Feedback, select Settings in the bottom-left corner.
2. Select Product Settings > Integrations > Third Party Integrations.
3. Select the authenticate button in the Salesforce section.
4. Select Allow.
This redirects you to the Feedback installation page to confirm authentication.
Step 8: Switch on Auto-Syncing
To finish the integration set-up, contact Pendo Support. to switch on auto-syncing.
Auto-syncing allows data to sync between Salesforce and Feedback seamlessly. Metadata is then passed from Salesforce to Feedback, and requests raised from Feedback appear in Salesforce.
For more information on the data architecture between Salesforce and Feedback, see Pendo Feedback and Salesforce Integration Overview.
Add Feedback layouts to your pages in Salesforce
Adding Feedback layouts to your pages in Salesforce allows your customer-facing teams to raise Feedback requests directly from the Salesforce UI, without opening Pendo Feedback. Requests can be raised from the Contacts and Opportunities pages. A roll-up of all requests can be viewed on the Contacts, Opportunities, and Accounts pages.
Note: Requests raised from the Feedback UI are also visible in Salesforce, but only if the Visitor is mapped to a contact in Salesforce.
Add Feedback pages in Salesforce Classic
1. From your Salesforce dashboard, select Setup in the top-right corner
2. Search for "page layout" in the search bar in the top-left.
3. In the left-hand navigation, select:
- Contacts > Page Layouts to add Feedback to contact pages in Salesforce.
- Opportunities > Page Layouts to add Feedback to opportunity pages in Salesforce.
- Accounts > Page Layouts to add Feedback to account pages in Salesforce.
4. Select Edit next to the corresponding layout.
5. Under the main layout header for your selection, select Fields in the left hand column and select Section from the options.
6. Drag Section down the page, below the contacts, opportunities or accounts section that you're in.
7. When the Selection Properties window appears, change the Section Name to “Feedback”.
8. Select 1-Column under Layout.
9. Select OK to continue.
10. Under the main layout header again, select Visualforce Pages from the left menu
11. Select ContactFeatures, OpportunityFeatures, or AccountFeatures and drag this into the newly created Feedback section.
12. Add a setting so you can scroll through and view the full list of requests, particularly at account level where there are higher volumes of requests. Select the gear icon in the top right corner of the Feedback section.
13. When the Visualforce Page Properties box appears, check the Show scrollbars box.
14. Select Save.
If you have a lot of different buttons and components added to your Salesforce pages, the Feedback button (allowing your users to raise requests) might appear towards the bottom of a page.
You can add a 'Quick Action' button to the drop-down menu or 'Contact Details' section to allow users to quickly find the Feedback action.
For more information on adding a Quick Action button, see How to create a "Quick Action" button for a Salesforce contact or opportunity.
Add Feedback pages in Salesforce Lightning
1. In Salesforce, select the the gear icon.
2. From the menu that appears, select Setup.
3. In the "Quick Find" search box in the top-left, search and select Lightning App Builder.
4. In the Lightning App Builder Setup screen, select New.
5. When prompted to Create a new Lightning page, select Record Page.
6. Select Next.
7. Select the Account, Contact or Opportunity object and label them as you want them to display in the Salesforce UI. For example, choose Object “Account” and label “Account Feature Requests”.
8. Select a page layout for your new page, for example, Clone Salesforce Default Page > Account Grouped View Default.
9. In the page builder, scroll down the Components list on the left. Drag and drop the Visualforce component to where you want it on the page.
10. Select Save in the top-right corner. The Activation button immediately to its left should light up.
11. To finish the installation, select Activation.
12. Select Assign as Org Default.
13. Select the form factors you want this org default to be available for.
14. Select Next to review the assignment
15. Select Save.
