This doc explains how to set up the Salesforce integration in Feedback. If you've already done this and want to know how to use the integration, then head here.

What you need to install the Salesforce integration:

In order to get started with the Salesforce integration, you need:

• Admin access to Salesforce, including the ability to add/configure third-party apps and configure layouts.
• Pendo Feedback API key (see step 2)

NOTE: Before integrating with Salesforce, note that the Unique VisitorIDs and AccountIDs passed through the snippet must correspond to Salesforce IDs, or any other consistent fields in Salesforce. If this is not the case, the data passed through Salesforce will cause duplicate accounts and visitors in Feedback, with neither record containing all the meta-data required to carry out accurate reporting and analysis.

How to install & configure the integration:

1. Initiate the Feedback integration in Salesforce

To initiate the Feedback integration into your Salesforce production environment, follow the link (will open in a new window):

https://login.salesforce.com/packaging/installPackage.apexp?p0=04t4I0000004DKB

Or if using a Salesforce sandbox environment, follow this link:

https://test.salesforce.com/packaging/installPackage.apexp?p0=04t4I0000004DKB

[These links were last updated on 31 March 2021.]

Log in to your Salesforce account.

Select "Install For All Users" and click "Install":

Under "Approve Third-Party Access" check the box "Yes, grant access to these third-party web sites" and click "Continue":

You will get a notice that Installation is Complete and you'll need to enter your API key in the Settings page.

2. How to obtain a Feedback API Key:

1. Log in to your Feedback account here (Note: You may need to use the product switcher to access Feedback before proceeding).
2. Head to Settings > Product Settings > API Access.
3. Click on "Show API Keys", then "Create API Key".
4. Keep this page open in order to authenticate with Salesforce in the next step.

3. Configure Salesforce Preferences 

Skip to:

• 3.1 Enter your API key into Salesforce (required)
• 3.2 Mapping your domain (optional)
• 3.3 Mapping user and account IDs (required)
• 3.4 Mapping existing monthly account/opportunity value (optional)
• 3.5 Mapping Account Types (optional)
• 3.6 Save preferences

3.1 Enter your API key into Salesforce (required)

3.2 Mapping your domain (optional)

If you have a white-labeled Feedback domain, enter your URL under "Feedback hostname". For example feedback.examplesite.com:

3.3 Mapping user and account IDs (required)

You will need to have a key on both the Pendo side and Salesforce side that matches one-to-one to connect the two data sources (such as a "salesforce ID" or a matching "Visitor ID"). In this section, select the appropriate key for the "User Details" and "Account Details".

NOTE: If you do not have common keys for visitors and accounts between Salesforce and your product, duplicate records will be created. If you need help identifying an appropriate key, please contact help@pendo.io.

NOTE: It is possible to connect accounts only by mapping the account.id field to a field in Salesforce. This will ensure that metadata (ARR) can be passed from Salesforce into Feedback. You do not 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 have not mapped contacts to visitors, duplicates will be created in Feedback for these user records.
• The account level view of all requests will be a more complete picture, since the Salesforce integration will only aggregate requests which are linked to Salesforce contacts. To learn about the account level view, skip to step 8.

3.4 Mapping existing monthly or annual account/opportunity value (optional)

If you'd like to map an existing monthly account value in Salesforce to your account value or opportunity value in Feedback, you can do that here.

Select the appropriate field under "Account monthly value field" and "Opportunity value field".

3.5 Mapping Account Types (highly recommended)

Feedback uses the following account types: Paying, Not Paying, and Prospect.

By default, this integration will look at the Account "Type" field within Salesforce. If that field contains certain text like "Customer" or "Prospect", the Feedback account type will default to one of three options. See default rules 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 defaults and map to your own account types, then select the field where this data is held in your Salesforce account under the option "Account status field (optional)":

And then you must add any identifiers for your "Paying" accounts, and "Prospect" accounts. Anything not specified here will default to "Not Paying" in Feedback.

In the example above, any accounts with the "Account Type": "Paying" or "Customer" will be identified as a "Paying" account in Feedback.

Anything with the "Account Type": "Prospect" or "Lead" will be identified as a "Prospect" account in Feedback.

Please note:

- Watch your spaces. "Customer " and "Customer" won't be a match.
- Watch the case as well. "Prospect" and "prospect" won't be a match.
- If you don't have a notion of a "prospect", you can leave the values blank.

3.6 Save preferences

Click "Save" and click "Done".

4. Authenticate Salesforce in Feedback

In Feedback go to Settings > Product Settings > Integrations > Third Party Integrations and click on the authenticate button in the Salesforce section.

Select "Allow":

You will be redirected to the Feedback installation page to confirm authentication:

5. Switch on Auto-Syncing

To finish the integration set-up, email help@pendo.io to switch on Auto-Syncing.

Auto-Syncing is a setting that will allow data to sync between Salesforce and Feedback seamlessly. Meta-data will be passed from Salesforce to Feedback, and requests raised from Feedback will appear in Salesforce.

For more information on the data architecture between Salesforce and Feedback, head here.

6. Add Feedback fields to your contact pages in Salesforce.

This step allows you to link Feedback features directly from the contact view in Salesforce.

From your Salesforce dashboard, click "Setup" in the top-right corner.

Then search for "page layout" in the search bar on the left:

Scroll down to "Contacts > Page Layouts" on the left-hand navigation:

Click on "Page Layouts" (outlined above). You will be shown all of your current page layouts.

Select the relevant layout by clicking the "Edit" link.

Under the main header "Contact Layout" select "Fields" from the left hand column and select "Section" from the options. Drag "Section" down the page, below the customer details sections:

Section Name should be changed to "Feedback". Select "1-Column" and click OK:

Under the main "Contact layout" header again, select "Visualforce Pages" from the left hand column and select "ContactFeatures". Drag this into the newly created Feedback section:

Click "Save".

Click the video to see the whole process below:

7. Add Feedback fields to your Opportunity pages in Salesforce (optional)

This step allows you to link Feedback features directly from the opportunities view in Salesforce.

From your Salesforce dashboard, click "Setup" in the top-right corner.

Then search for "page layout" in the search bar on the left:

Scroll down to "Opportunities > Page Layouts" and select it:

Select the relevant layout by clicking the "Edit" link.

 Under the main header "Opportunity Layout" select "Fields" from the left hand column and select "Section" from the options. Drag "Section" down the page, below the opportunity details sections:

The section name should be changed to "Feedback". Select "1-Column" and then click OK:

Under the main "Opportunity layout" header again, select "Visualforce Pages" from the left-hand column and select "OpportunityFeatures":

Drag this into the newly created Feedback section.

Then click "Save".

8. Add Feedback fields to your Account pages in Salesforce (optional)

This step allows you to view Feedback features directly from the account view in Salesforce.

From your Salesforce dashboard, click "Setup" in the top-right corner.

Then search for "page layout" in the search bar on the left:

Scroll down to "Accounts > Page Layouts" and select it:

Select the relevant Account layout by clicking it.

Under the main header "Account Layout" select "Fields" from the left hand column and select "Section" from the options. Drag "Section" down the page, below the opportunity details sections:

The section name should be changed to "Feedback". Select "1-Column" and then click OK:

Under the main "Account layout" header again, select "Visualforce Pages" from the left-hand column and select "AccountFeatures":

Drag this into the newly created Feedback section.

You will need to add a setting to ensure you can scroll through and view the full list of requests at account level. Click the Settings symbol in the top right corner of the Feedback section.

When the Visualforce Page Properties box appears, check the "Show scrollbars" box.

Then click "Save".

9. Add Account Value to your accounts layout (optional)

This step is only applicable if you don't already have an account value field in Salesforce. If you already have a field in Salesforce that shows account value, follow step 3.4 above, or see step 8 below if you've already completed setup. 

To create a new account value field in Salesforce that will automatically tie to your Feedback account:

From your dashboard click on "Accounts" in the top navigation.

Click "Edit Layout".

Under the main header "Account Layout" select "Fields" from the left hand column and select "Monthly Value" from the options.

Drag "Monthly Value" to the location in the Account Layout that you'd like it held.

Click "Save".

Once done, the new field will be available when viewing/editing Salesforce accounts and will be sent to Feedback as and when required.

10. How to get back to your integration preferences panel (optional)

Once the setup is complete, if you'd like to make any changes, you just need to go to the integration's "Preferences" page.

Go to your setup panel and search for "Installed Packages":

Click the "Feedback" package name.

Click "View" next to "Post Install Instructions":

And you'll see your Preferences:

Once you're done editing, click "Save".

11. Add 'Quick Action' Buttons for Feedback (optional)

If you have a lot of different buttons and components added, Feedback might appear down towards the bottom of a Contact or Opportunity page. 

Adding a 'Quick Action' button to the drop-down menu or 'Contact Details' section will enable you to quickly find the Feedback action.

Follow the steps here to add the 'Quick Action' buttons.