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: 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.
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=04t4I000000pODi
Or if using a Salesforce sandbox environment, follow this link:
https://test.salesforce.com/packaging/installPackage.apexp?p0=04t4I000000XvoR
[These links were last updated on 16th September 2020.]
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. (Note:
2. How to obtain a Feedback API Key:
- Log in to your Feedback account here (Note: You may need to use the product switcher to access Feedback before proceeding).
- Head to Settings > API Access.
- Click on "Show API Keys", then "Create API Key".
- 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 (optional)
- 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 (optional)
If your account and user IDs in Salesforce are the same as the account and user IDs in your product:
The "Unique identifier" fields for "User Details" and "Account Details" are optional and can be set to "default":
If your account and user IDs in Salesforce are different from the account and user IDs in your product:
You've likely already set up your Pendo Snippet Installation which sends over your product's user and account IDs.
By default, the Salesforce integration will use your Salesforce user and account IDs for the users they create in Feedback.
However, in order to avoid duplicates these need to be the same.
In order to tie these two together, you can set the field where your Salesforce account and user IDs are pulled from, to create (or tie to) the correct user in Feedback.
Use the fields "Unique identifier" for user.id and account.id to pull the correct fields into the integration.
3.4 Mapping existing monthly 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 (optional)
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: | Receptive 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. 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 Receptive section:
Click "Save".
Click the video to see the whole process below:
6. 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 Receptive section.
Then click "Save".
7. Add Account Value to your accounts layout (optional)
This step is only applicable if you don't already have a monthly 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 monthly account value field in Salesforce that will automatically tie to your Receptive 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 Receptive as and when required.
8. 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 "Receptive" package name.
Click "View" next to "Post Install Instructions":
And you'll see your Preferences:
Once you're done editing, click "Save".
9. Add 'Quick Action' Buttons for Feedback (optional)
If you have a lot of different buttons and components added, Receptive 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.