Loading
Salesforce now sends email only from verified domains. Read More
Salesforce Feedback Management
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Create Survey Data Maps to Create or Update Records

            You are here:

            1. Salesforce Help
            2. Docs
            3. Feedback Management

            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.
             
            Loading
            Salesforce Help | Article