Salesforce Admin Guide

These are the tasks a Salesforce administrator performs to install and configure the Medallia for Salesforce managed package to enable bi-directional integration. Some tasks can only be completed after a Medallia administrator configures Medallia Experience Cloud to allow the package to connect to it.

Begin by installing the app in Salesforce per the instructions in Installing Medallia for Salesforce managed package app, below.

After completing the installation and general configuration tasks, customize the package to perform bi-directional integration per the instructions in these topics:

If you encounter any unexpected results, consult Troubleshooting for Salesforce Administrators.

Finally, if you have used an earlier version of Medallia for Salesforce, note the list of Deprecated components, below.

Installing Medallia for Salesforce managed package app

Contact your Medallia expert to obtain the link to install the managed package on your Salesforce environment, or file a ticket with Medallia Support in Knowledge Center to acquire the installation link. Once you have it:

  1. Sign in to your Salesforce org instance where you will install the managed app.

  2. Paste the URL into your browser navigation bar, and press Enter.

  3. Select Install for Admins Only.

    Choose the Install for Admins Only tile when installing the package

  4. Click Install.

  5. On the Approve Third-Party Access dialog, click Yes and then Continue to grant access to Medallia Experience Cloud to send and receive data from Salesforce.

    If the installation takes a while, you can click Done and the installation completes in the background. Check your email for confirmation that the installation was successful.

Important considerations

  • A Contact ID and an Account ID are required on the Response object. Response has a master-detail relationship with Contacts.

  • As part of the creation process of a new record on the Response object, the Feedback Header object is queried to associate a Response with an existing Feedback Header based on the Account ID. If there is not a Feedback Header present for a given Account ID, a new one is set up automatically and associated with the record instead.

  • The maximum characters allowed in the payload from Salesforce to Medallia is 131,700.

  • Using the Add To Program button in a Contact list-view with encrypted fields can result in unexpected errors. Salesforce does not allow encryption of fields where StandardSetController is used in a List View. As such, the Add to Program button isn't supported with encrypted fields on Contact list view.

  • Lightning components are not supported on Salesforce mobile.

Feedback Header

The Feedback Header object is an intermediary object that links the Response to an Account in an indirect way.

Diagram showing relationship between response records and account records via feedback header records

Many SFDC orgs have critical processes and calculations happening on the Account object. So, calculating aggregate metrics like NPS or Response Rate can add to the processing weight.

To prevent any additional overhead to the Account object, NPS and Response Rate calculations are carried out on the Feedback Header Record and copied over to the Account record.

Note: There is always a 1 to 1 mapping between Account and Feedback Headers. Feedback Headers are created via an Apex Trigger when Responses are created and tied to Accounts that do not have an existing Feedback Header in the system.

Deprecated components

These components are no longer supported.

  • MedNPSDailySyncJob — Obsoleted, do not schedule this job.

  • Medallia Feedback Header fields — Be wary of leveraging these fields in reports as these do not respect any time period filters your business may wish to apply to these metrics.

    • Completed Survey Count

    • Detractor Count

    • Promoter Count

    • Sum of Scores

    • NPS

  • Medallia Custom Settings — Enable Case Creation.

  • Process Builders — Do not activate these.

    • Non-respondents lookup

    • Send Update When Case Closes

    • Open Cases on Account