Sending data from Medallia to Salesforce

Collected survey information can be transmitted from Medallia Experience Cloud to Salesforce to enrich the Salesforce data.

Create the integration user

An integration user account is used by Medallia Experience Cloud to connect to Salesforce. These credentials will be used to

update the Status of Invitation records, and to
create new Response records in Salesforce.

If you already have an integration user in your organization with permissions to manage system operations, you can use it in Medallia Experience Cloud. Otherwise, create an account with these characteristics:

After installing the package, you will assign a permission set that automatically grants the integration user access to the required objects and fields.
Has a user name, password, and security token.

For information on how to do this in Salesforce, see Give Integration Users API Only Access (article number 000386144) in the Salesforce Knowledge.

Once your integration user is created, assign the Medallia Integration User permission set to it. Refer Assign permission sets for specific considerations of this integration user.

Note: If your organization does not allow the password of an integration user to be shared due to security requirements, then Medallia can support JWT authentication into Salesforce which does not require a user password. Consult with your Medallia representative to get this feature activated.

Establish connectivity from Medallia to Salesforce

After creating the integration user, work with your Medallia administrator to enter this information in your Experience Cloud instance:


From Salesforce	Value
Integration user	Username
	Password
	Security token
Salesforce instances	Salesforce instance(s): one for production like `na72` or `na54`, and one for sandbox like `cs64` or `cs53`. The My domain URL can be entered instead of the Salesforce instance. URLs are in the form `yourcompanyname.my.salesforce.com`.

Note: If your SFDC org has enabled IP restrictions, you cannot generate a security token as per this article.

In this scenario, simply provide the integration user's username and password to your Medallia representative and request the IP addresses of the Medallia data center where your instance is hosted. Then, update the IP restriction allow-list in Salesforce with these addresses for the profile assigned to the integration user.

The Medallia administrator will use the information to configure the out-bound APIs (Omni Exporters) to pass data to Salesforce. You should see new Response records created in Salesforce when surveys are completed by customers. If there are any issues with this sync, refer to Troubleshooting Omni Exporter for Salesforce and partner with your Medallia representative to resolve any sync issues.