Medallia for Salesforce

Provides a bi-directional integration between Medallia Experience Cloud and Salesforce services such as Sales and Service Cloud

Medallia for Salesforce provides a bi-directional integration between Medallia Experience Cloud and Salesforce services such as Sales and Service Cloud. It offers automated capabilities for Salesforce users to send survey invitations after specific interactions, and it enriches Salesforce CRM data with experience insights and follow-ups on feedback.

SF user schedules a Medallia invite whose survey results are available in SF, and alerts create SF cases

Feature highlights:

  • Targeted invitation management — add or remove key decision makers and influencers from the Salesforce Account record to control the Medallia invitation list for feedback campaigns.
  • Event-driven feedback management — pre-built automation rules that automatically trigger invitations based on key events in Salesforce.
  • Push notifications — alert account team members or executives through direct notifications in Salesforce, via Chatter, or through email when key stakeholders provide feedback.
  • Embedded experience insights — provide Salesforce users with visualizations of aggregated results and individual feedback details accessible on the Account record, as well as through custom reports & dashboards.
  • Automated closed-loop feedback actions — assign follow-up cases in Salesforce based on feedback response rules configured in Medallia.
Note: To allow users to view Medallia Web reporting in a page or tab in Salesforce, see Embedding Medallia Web in Salesforce.

Once a company has purchased a Medallia for Salesforce license, they will receive instructions on where to download the app in Salesforce. After that, the app is setup by installing one package in Salesforce, and another related package in Medallia Experience Cloud. These administrator guides explain the steps in each platform.

Technical overview

Medallia for Salesforce uses APIs to communicate between Salesforce and Medallia Experience Cloud:

Data flow diagram between Medallia and Salesforce

Highlights:

  • In-bound from Salesforce is to a Web Feed, authorization provided by OAuth.

    • The Web feed name is a "service" in Salesforce.

    • Salesforce is configured to use an OAuth token, which is included in the request to the Web Feed.

    • The Web Feed passes data to an Auto Importer specification that updates the Medallia Experience Cloud database.

  • Out-bound from Medallia Experience Cloud is an Omni Exporter, authorization provided by username, password, and security token.

    • Each Omni Exporter is configured with the account details of a Salesforce integration user account.

    • The exporters pass information to Salesforce connected apps, which update the Salesforce database.