Installation and upgrade guide

This guide is designed for Salesforce administrators and implementation teams responsible for deploying and managing the Medallia for Salesforce package within their Salesforce organizations. Review Salesforce administration guides before starting. This guide will help to either:

  • Install the Medallia for Salesforce package in Salesforce for the first time.

  • Upgrade from an earlier package version (vX.x) to the latest release.

We recommend reviewing the Medallia for Salesforce Release notes, and Medallia Admin Guide before proceeding.

Prerequisites

Before installation or upgrade, verify:

  • You have system administrator permissions in the target Salesforce org.

  • Your org meets the minimum Salesforce edition requirements (Enterprise, Unlimited, or above).

  • Your org API version supports the latest managed package, see Salesforce API versions.

  • You have whitelisted Medallia 's integration endpoints (if applicable)

  • A sandbox upgrade is completed and tested before production rollout.

First time setup installation

You will receive a package installation URL from Medallia. Example:

  • Production

    https://login.salesforce.com/packaging/installPackage.apexp?p0=<package_ID>

  • Sandbox

    https://test.salesforce.com/packaging/installPackage.apexp?p0=<package_ID>

Follow the steps below:

  1. Login to Salesforce.

    1. Choose the target org (sandbox or production).

  2. Select the user access.

    1. Decide which profiles or permission sets will have access.

      1. Recommended — Install for Admins Only and assign Experience Cloud permission sets manually.

  3. Grant access.

    1. Approve any third-party API callouts and remote site settings requested during installation.

Post-installation steps

  1. Assign Experience Cloud permission sets.

  2. Configure Remote Site Settings.

  3. Run the post-install script. This step is mandatory if you are upgrading from a package version older than 3.2. Refer to Configuring the Queueing service for detailed instructions.

  4. Validate integration settings (public gateway URL and API keys, among others).

Upgrade from vX.x to latest version

Follow the steps below:

  1. Review the Medallia for Salesforce Release notes.

    1. Ensure your current version is compatible with the new baseline (e.g., minimum v3.6).

  2. Backup & testing.

    1. Back up metadata and configuration (custom fields, flows, Apex customizations).

    2. Perform the upgrade in a sandbox first.

  3. Obtain the upgrade link.

    1. Use the latest installation URL (same as first-time installs). Salesforce will recognize an upgrade scenario automatically.

  4. Install the package.

    1. Select the same access level used in prior installations.

    2. Approve requested API access changes.

Post-upgrade validation

  1. Review custom settings or custom metadata for new fields or default values.

  2. Re-run the post-install script if prompted.

  3. Validate integrations (API endpoints, Named Credentials).

  4. Regression test key business processes (case creation, survey triggers, reporting).

Common issues and resolutions

See the table below:

IssueCauseRecommended action
Permission errorsMissing permission set after upgrade.Assign updated Medallia permission sets.
API callout failuresRemote Site/Named Credential not updated.Refresh settings with new URLs.
Apex/Flow errorsDeprecated objects or methods in older versions.Refer to deprecation notice & adjust customizations.

Best practices

  • Always test in a sandbox environment before upgrading production instances.

  • Keep at least one admin user with full Experience Cloud access for troubleshooting.

  • Subscribe to Experience Cloud’s Release Notes distribution list to stay updated.

  • Remove legacy/deprecated package components no longer in use.

Support

If you encounter issues during installation or upgrade, contact Medallia Support or file a Support ticket, include: