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Salesforce Feedback Management
Create Survey Data Maps to Create or Update Records

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Create Survey Data Maps to Create or Update Records

Incorporate feedback into your Salesforce org by creating data maps that automatically create or update case or other records based on a participant's responses.

Required Editions

Available in: both Salesforce Classic and Lightning Experience
Available in: Enterprise, Unlimited, and Developer Editions
Available with the Feedback Management - Starter and Feedback Management - Growth licenses
User Permissions Needed
To create or update data maps:
  • Create and send survey permissions
  • Read and Create permission for the objects whose records the data map creates or updates
  • Read and Create permission for fields that the data map creates or updates
  • Read permission for records with mapped ID
To view data maps: Read permission for the Survey object
  1. In the Survey Builder, click Advanced Settings, and then select Survey Data Mapping.
  2. Click Add Data Map.
    Note
    Note You can create up to 20 data maps for a survey.
  3. Name the mapping.
  4. Select whether to create or update records.
  5. From the Target Object dropdown, select the object whose records you want to create or update.
    • You can create records for any object in your Salesforce org.
    • You can update records of objects that are associated with the survey invitation records and survey response records of any object that Survey Subjects supports.
  6. Define the target object's fields and values.
    1. Select a Field.
    2. If the Information Type is String, Picklist, Boolean, Currency, Date, or DateTime, define a constant Value.
    3. If the Information Type is Response to Question, select a question whose response is populated. If the participant doesn't respond to a question, the field mapped to the question remains blank. You can only map question types that are supported for each field type.
      Field TypeSupported Question Types
      Address Short Text and Long Text
      Currency Scoring, Net Promoter Score, Slider, Rating, Short Text, and Long Text
      Date Date
      DateTime Date
      Double Scoring, Net Promoter Score, Slider, Rating, Short Text, and Long Text
      Email Short Text and Long Text
      ID Short Text and Long Text
      Int Scoring, Net Promoter Score, Slider, Rating, Short Text, and Long Text
      Long Scoring, Net Promoter Score, Slider, Rating, Short Text, and Long Text
      MultiSelectPicklist Picklist and Single Selection
      Percent Scoring, Net Promoter Score, Slider, Rating, Short Text, and Long Text
      Phone Short Text and Long Text
      Picklist Picklist and Single Selection
      String Scoring, Net Promoter Score, Slider, Rating, Short Text, Long Text, Picklist, and Single Selection
      URL Short Text and Long Text
      Note
      Note You can't map responses to multiple selection questions and ranking questions.
    4. If the Information Type is Associated Record ID, select the ID of the record that is associated with the survey invitation. If multiple records are associated with a survey invitation, the ID of the latest association is populated.
    5. If the Information Type is Associated Record, select a field value from the associated record configured as merge field.
    6. If the Information Type is Invitation Field, select a field value from the invitation record.
    7. If the Information Type is Participant Record, select a field value from the participant record configured as merge field. You can only map merge field values of associated records and participant records that are supported for each field type.
      Field TypeAssociated Record - Supported Merge Fields Value TypeParticipant Record - Supported Merge Fields Value Type
      Address
      • Address
      • String
      • Text area
      • Int
      • Long
      • Reference
      • Address
      • String
      • Text area
      • Int
      • Long
      • Reference
      Boolean Boolean Boolean
      Currency
      • Currency
      • Int
      • Double
      • Currency
      • Int
      • Double
      Date Date Date
      DateTime Date time Date time
      Double Double Double
      Email Email Email
      ID
      • String
      • ID
      • String
      • ID
      Int Int Int
      Long
      • Long
      • Int
      • Long
      • Int
      MultiSelectPicklist None None
      Percent Percent Percent
      Phone
      • String
      • Int
      • Long
      • Phone
      • String
      • Int
      • Long
      • Phone
      Picklist None None
      String All All
      Text Area All All
      Time None None
      URL
      • URL
      • String
      • Int
      • Long
      • URL
      • String
      • Int
      • Long
    8. If the Information Type is Custom Variable, select a predefined value. You can only map merge field values of custom variables that are supported for each field type.
      Field TypeSupports Custom Variables?
      Address Yes
      Boolean No
      Currency No
      Date No
      DateTime No
      Double No
      Email No
      ID Yes
      Int No
      Long No
      Multipicklist No
      Percent No
      Phone Yes
      Picklist No
      String Yes
      Text Area Yes
      Time No
      URL Yes
    9. If the Information Type is Org Variable, select predefined values about your company. You can only map merge field values of org variables that are supported for each field type.
      Field TypesSupported Organization Variables
      Address All
      Boolean None
      Currency None
      Date None
      DateTime None
      Double
      • Latitude
      • Longitude
      Email None
      ID None
      Int
      • Latitude
      • Longitude
      Long
      • Latitude
      • Longitude
      Multipicklist None
      Percent
      • Latitude
      • Longitude
      Phone All
      Picklist None
      String All
      Text Area All
      Time None
    10. If the Information Type is Last Modified Timestamp, select the latest data map execution timestamp that you want to add to a record.
    11. If the Information Type is Existing Map, map the ID of the record created or updated by the previous map. You can map an existing map only when your data map is used to create records.
  7. To add another mapping row, click Add Row.
  8. Select the Condition Type.
    1. To always create or update records from responses, select Every time.
    2. To define rules that determine when to create or update records, select Based on conditions, and then define the conditions.
      • Select whether to create or update records for all or any conditions that you define.
      • Select a Logic Type.
        • Response to Question—Defines the condition based on responses to questions in the survey.
        • Response Field—Defines the condition based on the value of the selected field in the Survey Response object.
        • Invitation Field—Defines the condition based on the value of the selected field in the Survey Invitation object.
        • Associated Record—Defines the condition based on the value of the associated object merge field.
        • Participant Record—Defines the condition based on the value of the participant object merge field.
        • Custom Variable—Defines the condition based on the value of the custom variable merge field.
        • Org Variable—Defines the condition based on the value of the org variable merge field.
      • Select an Operator.
      • Select a response or enter a value that validates the condition.
        Note
        Note The values of merge fields show as API names. For example, the value of an owner name field appears as OwnerId.
      • To define another condition, click Add Condition.
  9. Save the mapping and the survey.
A data map that creates a case record when the response to the specified question is equal to or less than 3.
Example
Example Every year, a solar panel manufacturer shares a survey to gather customer satisfaction scores and to check if their solar panels require servicing.
  • Score question: How likely are you to recommend our solar panels to your colleagues and friends?
  • Follow-up long text question: Tell us the reasons for the Net Promoter Score (NPS).
  • Single selection question: Does your solar panel require servicing?

The survey contains two data maps. One map creates a case record when a customer provides a score of 3 or less. The other map creates a task record when a customer indicates that their solar panel requires servicing. Here's how some of the fields are mapped in each data map.

  • In the data map that creates the case records:
    • The Contact ID of the participants is mapped to the Contact ID of the case.
    • The Escalated field is mapped to True.
    • The Subject field is mapped to the constant value: Customer satisfaction score is less than 5.
    • The Description field is mapped to the response to the follow-up question asking about the reasons for the customer satisfaction score.
    • The Internal Comments field is mapped to the Survey Invitation ID.
  • In the data map that creates the task records:
    • Related to ID field is mapped to the ID of the case created by the previous data map.
    • The Subject field is mapped to the constant value: Solar Panel requires servicing.
    • The Status field is mapped to Not Started.
  • Timeline View for Survey Responses
    Configure Timeline in a data map to get a comprehensive and chronological view of survey responses. For example, you can create timelines for the Contact object to monitor survey responses with a low net promoter score. You can enable Timeline for standard objects and custom objects.
  • Alerts for Survey Responses
    Use Record Alerts in a data map to monitor updates in records based on survey responses. For example, if a customer gives a low rating for a support agent, Record Alerts can be defined to notify the agent about the survey response immediately. You can see Record Alerts on the Alerts component in the service console.
 
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