Enabling Experience reporting in Salesforce

The Medallia for Salesforce managed package allows Salesforce users to view experience data natively within Salesforce. These reporting components are powered by the data that resides in the Medallia objects, Invitations and Responses, included in the Salesforce package.

Assign permission sets

The package provides permission sets you can assign to users to grant them access to the required objects needed to view experience data reporting.

Permission setAssign toHighlighted permissions
Medallia Integration UserIntegration UserModify All Access to Invitation object

Modify All Access to Responses object Note: This may need to be manually set on the permission set by cloning it.

Note: For any custom fields created on the Response object, verify ' Edit Field Level Security (FLS)' has been set in the Integration user permission set.
Medallia App AdminSystem AdminModify All Access to Invitation object

Modify All Access to Feedback Program Object

Medallia App userUsers who need to create Invitations or view Responses.
Note: When Process Builder flows such as Case Closure or Opportunity Closure are used to create Invitations automatically, verify this permission set is assigned to users who perform these actions.
Read, Create, Edit, and Delete Access to Invitation Object
Important: The Response object is associated with the Contact object through a Master Detail relationship. Users will be able to view Responses for the Contacts for which they have View access.

For the Integration user, verify this user has Modify All access to the Response object, and View All to the Account and Contact object so that Response records can be created and tied to your Accounts Contacts from Medallia. This may need to be a manual step performed by cloning the Integration User permission set and modifying the credentials accordingly.

Setup Medallia Lightning components

Add the Medallia for Salesforce (report) components to the account record page so the user can see the feedback details about the account.

Note: This section outlines the steps to configure these components in Lightning. For Classic setup, see "Using Salesforce Classic", at the end of this section.

The custom managed components include:

LabelFunctionalityLightning Component Customizable Properties
MedAcctDriversChartSelected drivers, based on the feedback, over time
Note: This module is driven by the out-of-the-box driver fields (e.g., Response - Driver 1) that come with the Response object. You cannot modify the module to include additional custom fields.
Chart label, Default filter, Driver labels, Driver visibility flag
MedAcctNPSDetailsAccount NPS score and response rate
Note: NPS is driven by the Main Score field on the Response object. It cannot be customized to additional custom fields.
Chart label, Default filter, Chart display flag, Promoter/Detractor Score threshold
MedAcctTimelineA linear representation of each contact with the account, over timeNot applicable
Note: Lightning component properties can be edited through Lightning App Builder. These customizations will apply to Lightning Experience, but cannot apply to Salesforce Classic.

To add the components to the page:

  1. Navigate to an Account record.

  2. Click the Setup menu (the setup icon located top right).

  3. Click Edit Page.

  4. In Lightning App Builder, edit the Account Record Page.

  5. Add a Medallia Insights tab to the wide-panel on the page:

    1. Click on the page's wide-panel.

    2. On the properties editor on the right, click Add Tab. This creates a tab named "Details".

    3. Click on the Details tab, and then click on the Tab Label. This opens a list of default tab names. Choose Custom at the top of the list.

    4. In the Custom Tab Label, enter Medallia Insights.

    5. (optional) Rearrange the order of the tabs to place Medallia Insights first.

    6. Click on the tab on the page.

    7. Click on the MedAcctDriversChart component (from on the left) to add the drivers chart to the tab.

    8. Click on the MedAcctTimeline component to add it to the tab.

    9. Click Save.

    10. Click Activation. Give permissions for the system administrator and the standard user profile.

  6. Add an NPS tab to the side-panel on the page:

    1. Click on the page's side-panel.

    2. On the properties editor on the right, click Add Tab. This creates a tab named "Details".

    3. Click on the Details tab, and then click on the Tab Label. This opens a list of default tab names. Choose Custom at the top of the list.

    4. In the Custom Tab Label, enter NPS.

    5. (optional) Rearrange the order of the tabs to place NPS first.

    6. Click on the tab on the page.

    7. Click on the MedNPSDetails component to add it to the tab.

    8. Click Save.

    9. Click Activation. Give permissions for the system administrator and the standard user profile.

  7. (optional) For Classic Salesforce UI, Setup > Accounts > Buttons,views > View > Override to visualforce page Account detail.

  8. Click Save.

Note: Medallia Lightning components are also available for use within Partner Communities. You may customize your Partner Community by adding one or more of these components on a page using Experience Builder. This enables your partner community users to view and access Medallia insights.

Using Salesforce Classic

If you are using Salesforce Classic, follow these steps to configure the Medallia reporting components on the Account page:

  1. Access the Account page layout that you'd like updated, and access the Visualforce Page section of the page layout editor.

  2. Add a "Section" component to your page layout, and label it with something that makes it clearly identifiable as relating to Medallia for Salesforce. The option to have a single or double column section is a matter of personal preference, but the Visualforce pages available for Medallia for Salesforce look best in the following configuration:

    • VisualForce Page: MedAcctNPSDetails — Double Column

    • VisualForce Page: MedAcctTimeLine — can be either single or double; when using double, save space place it on the MedAcctNPSDetails page

    • VisualForce Page: MedAcctDriversChart -— Single Column.

    When dragging Visualforce pages into their respective sections, use the following settings so the Visualforce pages so they will be viewable. Click the gear icon for the Visualforce page, once you've place it into the Page Layout section and set the following:

    • Height — 500 (pixels)

    • Scroll — tic this box

  3. Repeat the above steps for each Visualforce for which you want to the Account page layout.

  4. Click Save in the page layout editor.

  5. Click Save.

Enable Medallia iframe

Salesforce admins can enable an iframe to Medallia Experience Cloud reporting from the Salesforce UI. To enable this iframe:

  1. Navigate to Salesforce Setup and search for Custom Settings in the Quick Find search box.

  2. Click Manage next to Medallia Settings.

  3. Click Edit.

  4. Enter in your Medallia Web reporting URL into the Tab Url parameter

  5. Click Save.

When finished, navigate to the Medallia tab from the Lightning App launcher. The tab should show Medallia Web reporting reporting, similar to this:

Medallia Web reporting in an iframe in Salesforce

Enable actions from Medallia feedback

A common use case is creating follow-up Cases or Tasks to close the loop with customers. Enable this by creating a Process, Flow, or Apex Trigger as follows:

  1. Trigger when a new Response record is created by Experience Cloud.

  2. Narrow criteria to create a follow-up Case or Task based on data created on the Response object. A common criteria setting is Alert Flag = Yes or Main Score <= 6.

  3. Create a new Case or Task record in Salesforce with all the required fields.

Considering activating the Sync close-the-loop data to Medallia feature as described above in this documentation.