This article is an overview of the functionality you can get from the Salesforce integration with Pendo Feedback, and how it works. For information about how to set up the integration, Set up the Salesforce integration for Feedback.
This integration is different for Pendo Engage, which is set up separately. For information about the Pendo Engage integration with Salesforce, see Salesforce with Pendo Engage and Set up the Salesforce integration for Pendo Engage.
Overview
The Salesforce integration with Pendo Feedback is a two-way data sync. With this integration, you can set up the connection between Salesforce and Pendo Feedback to:
- Pull in Salesforce customer and prospect information to add as metadata.
- Push Feedback request data back into Salesforce objects.
Broadly, “pull” refers to the process of collecting inbound data from Salesforce to Pendo (read), and “push” refers to the process of sending outbound data from Pendo to Salesforce (write).
Use cases
Pulling Salesforce information into Feedback enables more detailed analysis of market and customer demand based on the customer and prospect data stored in Salesforce. Once you've linked your Salesforce data, you can use it throughout Feedback to filter data and run reports based on Salesforce attributes.
Pushing Feedback requests into Salesforce allows your sales and success teams to collect feedback from your customers and prospects without leaving Salesforce. Once you've pushed Feedback request data into Salesforce at the contact, account, or opportunity level, you can view this data and you can create requests from the contact and opportunity levels without leaving Salesforce.
For more detailed use cases, see Salesforce with Pendo Feedback use cases.
How it works
The Salesforce integration creates a one-to-one match between objects in both systems that allows you to pull metadata from (read), and push request data to (write), Salesforce. To create this match, you must have an identical key on both the Feedback side and Salesforce side that connects the two data sources, such as a Salesforce ID and a matching Visitor ID in Feedback.
You can choose whether to sync visitor-level data and whether to map Feedback account types. For more information, see Steps 3, 5, and 8 in the Set up the Salesforce integration for Feedback article.
For the integration to work properly:
- There must be no duplicates of the key field chosen to link Pendo and Salesforce.
- The key on both the Feedback and the Salesforce side must matches one-to-one.
- You must have auto-syncing switched on.
For a "pull", metadata from selected Salesforce fields are pulled into the Feedback account and visitor objects. You can sync account name, visitor name, opportunity name, ARR (Step 4), and paying status (Step 5). For a "push", Feedback requests are pushed into Salesforce to be viewed at the contact, account, or opportunity level in Page Layouts (Step 9).