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Smitha Ajay Shenoy (Senior Associate at Cognizant Technology Solutions)
Mar 6, 2024, 11:03 AM
Survey response for Not Applicable option is displayed as blank value in Salesforce fields.

Survey response for NA(Not Applicable) option is displayed as blank value in Salesforce fields, even if field type is text. Is it possible to get 'NA' as a value in Salesforce fields when NA option is selected in Getfeedback survey?

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Laura Messier (Admin at Ingenious Med)
Sep 27, 2022, 2:57 PM
Best way to use "n/a" in Getfeedback

Hi! I'm hoping someone can help me figure out the best way to map this GF survey. 

 

Currently, my GF questions are mapped to custom number fields on a custom object. However, "not applicable" is a valid answer for some of the questions. If I map n/a numerically it skews reporting, which is not helpful. If I enter a custom value of "n/a" or any variation thereof, the survey record does not get created in SF and I get an error about the data type discrepancy (number v text).

 

I tried enabling, "Include "other" option" in the survey builder and removing "not applicable" as a provided answer but the response fails to sync because of the discrepancy in field type (number) and input (text). 

 

Naturally, if I change the field type to text, the values sync and the record is created. The problem there is we are not able to properly report on the numeric values. 

 

Any suggestions? 

 

Thanks in advance!

2 answers
  1. Joanna Kaliszewska
    Feb 7, 2023, 2:41 PM

    Hello Laura, just came across your question, I think I had the same problem -> some responses failed to sync with error because of the "N/A" value in the field that is numeric. But I noticed that this problem didn't occur in newly created and integrated surveys, so I deleted the old mapping in the old survey, created the mapping again and it works now! In Salesforce the fields are visible as blank, fields are still numeric. I think the reason for that problem could be that field type was changed from text to numeric after the mapping has been made. Or they changed something in Getfeedback now and thats why it works after remapping ;)

    Btw maybe you know and could share - did you have a calculation ready in Salesforce dashboards to count the C-SAT? 

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McKenna Seyboldt (Senior Product Marketing Representative at Salesforce) posted in Serviceblazer Community Group
Aug 12, 2021, 5:55 PM

Dreamforce Registration and Pre-Event Survey!🎉

 

📣 Announcement 📣 

Have you heard the news? Dreamforce 2021 registration is officially live! Get ready for inspiring speakers, customer success stories, and product deep dives on our all new live streaming platform, Salesforce+. Make sure you sign up here.  

 

💥 Action Item 💥 

And to ensure you get the most out of Dreamforce, we encourage you to fill out this brief pre-event survey, so you can give us feedback on what you hope to see and for ways to get connected!  

 

You won’t want to miss out on this truly unique Dreamforce experience so stay tuned here in the Service Insider for more updates and for ways to get involved!  

 

Dreamforce registration: https://www.salesforce.com/dreamforce/

Survey: https://www.getfeedback.com/r/puO1UVc1/

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Tomasz Mączka (Perfect Gym) posted in Salesforce Surveys
Feb 23, 2021, 11:51 PM

Hi!

I'm looking for a solution to embed a post-chat survey in salesforce. Native post-chat survey described here: https://help.salesforce.com/articleView?id=sf.snapins_chat_configure_post_chat_survey.htm&type=5 required Salesforce Feedback Management License... which is quite a high price just for an option to display a survey after a chat session.

 

Do you know any alternatives or hacks? thanks

6 comments
  1. Tomasz Mączka (Perfect Gym)
    Feb 26, 2021, 12:18 PM
    thank you all for your responses. I will go through surveyvista documentation - seems like it might work
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Maddie Zalewski
Feb 11, 2021, 4:29 AM

Hi GetFeedback!

Just looking for some help with implementing the Lightning Component in our Community for knowledge feedback.

https://www.getfeedback.com/help/using-salesforce-lightning-component-in-communities 

The article states that if a user is logged in to the knowledge base, GetFeedback will record the user name, user ID, contact ID and current page, but in the responses on GetFeedback, these columsn are blank. The only field that is actually coming through is the page name. 

Do I need to still set up Contact ID and Record ID / Knowledge Article Version ID in the merge fields? If so, what is the correct syntax for both the key and value? 

Thanks! 

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Jessica Eiselman (Principal at Slalom Consulting) posted in Salesforce Surveys
Jan 29, 2020, 7:19 PM

Has anyone customized the out of the box Salesforce Survey tool? I'm researching the Survey tool for a potential customer to use as a screener to determine the level of service needed for their clients and I’d like to add the ability to score/weight radio button questions and send alerts based on survey responses. Any thoughts about how to do this?

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Gary Fuller (IT Coordinator at CAS) posted in Securing Experience Cloud
Feb 20, 2020, 5:20 PM

We had been using Timba Surveys for our survey needs.  It is a free App. However the new security settings are breaking its functionality completely. No one supports Timba Surveys anymore, so I’m not sure what to do. While I was able to temporarily get it working again with the "Secure guest user record access" checkbox checked, I am looking ahead to Summer 2020.

Specifically it seems that its settings require "View All" and "Modify All" on some of its objects.  I understand this setting availability is going away in Summer 2020.

Does anyone have any suggestions as to what can be done or do we basically need to accept that it is going to break and stay broken and unable to be used.  I'm hoping I might be misunderstanding everything the new settings are going to break.

41 comments
  1. Gary Fuller (CAS)
    May 13, 2020, 5:44 PM
    Hi @David Claiborne in an earlier post on this topic you mentioned that IP address and latitude and longitude are part of the survey response. I did find that. In this regard, I have 2 questions. 1) Is it possible to create a custom field that would be able to take either the IP address or the latitude/longitude combination and have an approximate location returned. We don't care about specific addresses, but general locations could be valuable. 2) I figured out how to add custom fields to some of the survey objects using the "expand quick access menu". Is there a way to do this to the survey object containing the IP, latitude, and longitude data? Thanks in advance.
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Shonnah Hughes (VP Global Salesforce Alliance at CGI)
Apr 6, 2020, 8:06 PM

NEW FEATURE ALERT!

 

Getfeedback is blazing new trails just like you! 

We're excited to announce a collection of new customer experience features designed specifically for Salesforce customers who want to fuel retention and growth. 

 

Learn more 👇

 

What are the features?

 

NPS Key Drivers:

  • This feature is twofold: new question type and new dashboard tile

  • The question type follows an NPS question (sequentially) and is based on a rating grid matrix with a CSAT question structure. By default, it asks “ How would you rate us in these areas?” The areas are chosen and populated by the survey administrator.

  • The new dashboard tile measures a correlation between the NPS score and the key driver question. Essentially, if you have a low NPS score and a high correlation to a key driver then you may want to focus on that driver to lift your NPS score. Adversely, if you have a low NPS score and a low correlation with a key driver then it should be deprioritized. 

    • Note: dashboard tiles are not automatically generated.

  • Columns:

    • Potential Driver

    • Correlation with NPS (has a tooltip to show significance)

    • Avg Driver rating

    • Driver score distribution

Crosstab:

  • Crosstab is a new dashboard tile that cross-references two survey questions, either:

    • NPS score x one key driver: this is recommended as a best practice

    • NPS score x multiple choice question: this is built for customers with legacy surveys using multiple-choice questions to solve for key drivers. Note: each key driver will require a separate crosstab tile because the vertical column will be CSAT score.

  • Steps to building the new tile:

    • Adjust Percentage based one NPS scores by each row or by total responses 

    • Select a multiple-choice question to populate the crosstab with 

    • Select a time period to filter by 

    • Filter by merge field, answer, or language 

 

Advanced Actions:

  • Multiple Actions: Set up an Action that includes multiple actions (i.e. send multiple emails, tasks, or some combination of the two)

  • Merge Field Actions: Customize email subject lines using merge field data. Note: that data needs to be included in the survey.

    • Examples include account name, account tier, region, language, support member, etc.

Email List Upload:

  • Bulk upload of recipients via CSV file. Under “Send to a List from GetFeedback”. 

 

API Email Send

  • Pass email addresses to GetFeedback via an API who then emails surveys via Sparkpost. API’s are only in our docs all back end no front end UI. 

 

The Value 

ADMIN:

  • Allows end-users to easily set up a key driver question and create a new dashboard tile for their team so they can gain more insight into their NPS score. 
  • Allows end-users to create new dashboard tile(s) for their team so they can gain more insights into their NPS program.
  • Saves time and energy for the person setting up actions
  • Saves time and energy for follow up teams so they don’t have to data dig to prioritize actions
  • Much larger email list possible with file upload 
  • Faster and easier than typing in the text box to format in an external file 
  • Allows for a new method of survey distribution by sending a list of emails through an API 
  • Faster and easier than downloading a list and uploading a list, easier to automate after initial setup 

CX Program

  • With a standardized survey question and additional insights, customers can take data-driven action to improve their NPS scores.
  • Better insights into NPS scores against each key driver
  • If the data makes sense, then we would expect 1 to have the highest percent of detractors and 5 to have the highest percent of promoters.
  • With crosstabs, customers can take data-driven action to improve their NPS scores. 
  • More complete actions to follow up and complete the feedback loop better
  • Much larger email list possible with file upload 
  • Faster and easier than typing in the text box to format in an external file 
  • Allows for a new method of survey distribution by sending a list of emails through an API 
  • Faster and easier than downloading a list and uploading a list, easier to automate after initial setup 

Business

  • By understanding the most critical areas in need of improvement, companies can take data-driven action to improve the customer experience, increase their NPS score, and increase loyalty (rather than throwing rocks in the dark). This translates into higher retention and reduced churn.
  • By understanding the most critical areas in need of improvement, companies can take data-driven action to improve the customer experience, increase their NPS score, and increase loyalty (rather than throwing rocks in the dark). This translates into higher retention and reduced churn.
  • With advanced actions, customers can have a more targeted follow-up, which enables their internal teams to operate more efficiently. This translates into reduced spend and higher customer retention.
  • Much larger email list possible with file upload 
  • Faster and easier than typing in the text box to format in an external file 
  • Allows for a new method of survey distribution by sending a list of emails through an API 
  • Faster and easier than downloading a list and uploading a list, easier to automate after initial setup 

 

Blog: https://www.getfeedback.com/resources/cx/customer-experience-management-for-salesforce/?utm_source=dlvr.it&utm_medium=linkedin

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DAVIDE FABRIS (Snr Manager at Jakala) posted in Salesforce Surveys
Mar 31, 2020, 7:59 AM

Hi all, I was wondering if ther eis any comparison document between getFeedback and Salesforce Surveys. I would like to know if anyone is aware of key aspectes where the two tools are very different. thanks for helping

2 comments
  1. Shonnah Hughes (CGI)
    Mar 31, 2020, 3:36 PM
    Hello @DAVIDE FABRIS I am available to answer any questions that you may have. Most of the above are true of what @David Claiborne has stated, however, I will contest the last sentence. What is more telling in my humble opinion is the user and customer experience. Ask any Salesforce employee if they recommend and or use Salesforce Surveys. I can guarantee that 99% would state that they use @Getfeedback. How do I know? Salesforce is our largest customer, I talk to and train their staff on the product all the time and I am also a Salesforce MVP who has more knowledge about the Salesforce platform itself than survey tools. So if you want to walk through core differences I am happy to! ;)
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Mario Conteddu posted in * Service Cloud *
Feb 19, 2020, 1:36 PM

Question about SF Chat: is there a way to ask for agent feedback (i.e. a classic 5 star scale rating)?

3 comments
  1. Amit Kumar Giri (Salesforce)
    Feb 19, 2020, 5:51 PM
    Hi @Mario Conteddu

    Some years back i had similar requirement and Live Agent Post Chat form works great for us(that time salesforce survey was not there else we would have use that). Technically once chat end this post chat form will pop up . It requires some Visualforce and programming using the LiveAgent API. Then this Visualforce page need to be used as a post chat form. As its a VF you can add a 5 * scale rating and write back response to any object where you want to store response. For us we captured at case level associated to LiveChatTranscript.

    More details here

    https://developer.salesforce.com/docs/atlas.en-us.live_agent_dev.meta/live_agent_dev/live_agent_post_chat_pages.htm

    You can refer this for custom rating component using VF

    http://cloudyworlds.blogspot.com/2014/11/custom-star-rating-component-using.html

    If you have/plan to have salesforce survey license then you can embed salesforce survey with post chat ask for agent feedback with native survey.

    Survey

    https://help.salesforce.com/articleView?id=concept_salesforce_surveys.htm&type=5

    Also i think this will be helpful for you

    https://chatbotslife.com/salesforce-surveys-in-embedded-service-for-chat-formerly-snap-ins-76224fb6729f
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