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Zoomerang® Surveys for Salesforce:

Sending Transactional Surveys using Salesforce Workflows

Quick Start Guide

For SFDC Administrators

Version: 2.0 (New Survey Creation)

Last Updated: Thursday, September 22, 2011

Table of Contents 1 Introduction ................................................................................................... 3 2 Preparing the Survey .................................................................................... 5 2.1 Creating Your Survey ............................................................................. 5 2.2 Obtaining the Individual Results Link ...................................................... 5 2.3 Customizing and Activating the Survey Link ........................................... 8 3 Creating Custom Fields for Zoomerang Results Mapping ...................... 11 3.1 Adding the Related Contact Lookup Field ............................................ 11 3.2 Adding the Survey Completed Checkbox Field .................................... 13 3.3 Adding Additional Fields to Store Survey Responses ........................... 15 4 Mapping Responses to Salesforce ............................................................ 17 4.1 Mapping the Unique Identifier to Update the Master Object Record ..... 17 4.2 Tracking Completed Responses ........................................................... 19 4.3 Mapping the Unique Identifier to Update the Contact Record............... 20 4.4 Mapping Additional Survey Responses to the Detail Record................ 21 5 Creating an Email Template ....................................................................... 23 6 Configuring Workflow Rules ...................................................................... 26 6.1 Defining Conditions for the Survey Sent Workflow Rule ....................... 26 6.2 Creating the Related Workflow Task .................................................... 27 6.3 Creating the Related Email Alert Template........................................... 29 6.4 Creating the Survey Completed Workflow Rule .................................... 30 6.5 Activating the Workflow Rules .............................................................. 32

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1 Introduction

Salesforce Workflow Rules allow you to automate your organization's standard processes. Once you have downloaded Zoomerang Surveys for Salesforce from the AppExchange and mapped your Zoomerang Premium subscription to your salesforce.com account, you can use these workflow rules to create follow-up alerts based on your survey results and send automated surveys triggered by an action or event. By default, a Zoomerang workflow is included with your package to automatically send a survey when a case is closed. Refer to the Using the Zoomerang Case Closed Workflow Quick Start Guide to see how easy it is to customize this workflow for your organization's needs. Additionally, you can create custom Workflow Rules based on almost any other Salesforce object, as long as the object includes a related Account or Contact detail object and the master object supports merge field values in the email template. Specifically, Zoomerang surveys can be triggered by workflow rules applied to any of the following objects (Tip: You can use the following examples to learn how you can incorporate Zoomerang surveys into these common business objectives): Asset (Account, Contact) ­ Send a survey once an asset is shipped, installed, or purchased, etc. or when the quantity reaches a certain number Case (Account, Contact) ­ Send a customer satisfaction survey once a case is closed (Note: A set of workflow rules for this scenario is already deployed with the app.) Contact (Account) ­ Automatically survey all of your contacts who fit a certain profile (everyone with a platinum SLA, for example); the survey can gather the group's feedback to help plan an upcoming event. Or send a follow-up survey to contacts and/or their superiors/inferiors based on the response to one or more questions in a previous survey. Contract (Contact) ­ Send a survey to the contract signer once a contract is activated or in approval process Lead ­ Send a targeted survey once a lead is closed and/or converted to gather feedback about their expectations for your product or service. Or automatically survey all of your leads who fit a certain profile (everyone in the Retail industry, for example). Opportunity (Account, Campaign) ­ Send a feedback survey once an opportunity at any stage is completed to find out why you won or lost and identify the gaps in your sales process. Custom object ­ Store contacts' answers to your previous survey questions within a custom object and then send follow-up surveys when they give a particular answer.

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This guide walks you through the process of sending Zoomerang surveys triggered by your custom workflow rules based on any of the above Salesforce objects.

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2 Preparing the Survey

Zoomerang, the fastest, easiest way to survey customers and the pioneer of online surveys since 1999 with over one million users, is also the most efficient way to update Salesforce records with their survey responses.

2.1 Creating Your Survey

First, you will need to create and launch the survey you would like sent when a case is closed. A survey template is included with the Zoomerang Surveys for Salesforce package to help you get started. You can customize this template for your organization, or you can create your own survey from scratch, from an alternate template, or by importing a survey. To create a new Zoomerang survey: 1. Open Zoomerang from the Zoomerang tab (or login to your Zoomerang account directly).

2. Click the CREATE A SURVEY button from the Home page.

3. Enter a name for your survey and select the option you would like to use to get started. 4. Add questions and customize the survey as you would like it to display to respondents. Click the Support/Help link in the top-right corner of the screen for more information.

2.2 Obtaining the Individual Results Link

You can add a link to the Zoomerang survey results to the Survey Completed workflow rule to capture the individual responses within Salesforce.

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To obtain the individual results link: 1. Click the Activate Survey button at the top or bottom of the page.

Note: You can also click the Survey Settings button at the top of the page if you do not plan to activate the survey right away. 2. Click the Share Results >> link from the Survey Settings window.

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3. Select the Share Results checkbox from the Share Results page.

4. Select the Share individual responses checkbox to include each respondent's responses to your survey in the shared results.

5. Copy the results URL displayed on this page. You will need to reference it at Step 6 of Section 6.4 below.

6. Click the Done button and then continue on to the next section.

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2.3 Customizing and Activating the Survey Link

You will need to add parameters to the survey URL to capture the Salesforce fields that will be used to identify respondents and track their responses. We recommend adding parameters for the object on which your workflow rules are based (the master object), as well as any detail objects. For example, if your Workflow Rules will be based on the Opportunity and you would like to store response data on both the Opportunity record and the Account record, create a parameter for OpportunityID and AccountID. These fields will be used to identify respondents when you later map responses back to each object in Salesforce (see Section 4.4 below). To add parameters and activate the survey link: 1. Click the Add Custom URL Parameters >> link from the Survey Settings window.

2. Click the Add More button from the Add Custom Variables window.

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3. Enter a word to identify the object and field in the Custom Variable Name field. This field will be added to the survey URL to accommodate the object ID associate with each survey recipient.

4. Enter a label in the Custom Variable Label field to identify this field within your survey results as well as when you map the field as the unique identifier for this object in Section 4.2 below. 5. Click the Save button to apply the new variable to the URL preview that displays below. 6. If you plan to map responses to any detail objects associated with the master object (on which the workflow rules are based), repeat steps 3 through 6 above to add an additional parameter for each detail object. 7. Copy the link in the Direct Link field. You will need to paste this link into the email alert template, replacing the variable values ("[OpportunityID_value]" and

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"[AccountID_value]" shown in the example above), including brackets, with their equivalent Salesforce fields using the merge field function. Refer to Section 5 for more information. 8. Click the Save button to apply the variables to the URL.

9. Click the Activate Survey button.

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3 Creating Custom Fields for Zoomerang Results Mapping

By now you will have determined on which object your workflow rules will be based. Once your survey is launched in Zoomerang, you will need to customize those objects with a new field that will be used to identify recipients, track whether the survey has been completed, and store responses to any question in the survey (you can add as many fields as you like to either the master object or any related detail objects).

3.1 Adding the Related Contact Lookup Field

Some objects (i.e., Lead, Opportunity, or custom objects) do not store the related contact record associated with the master record by default. If the Contact is already associated with the master object you will use to build your workflow, continue on to Section 3.2 below. Otherwise, complete the steps outlined in this section. To add the related Contact Lookup field: 1. Click Setup > Customize > [select the object you will use to build your workflow] > Fields.

2. Click the New button in the custom fields section.

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3. Select the Lookup Relationship data type.

4. Click Next. 5. Select the Contact object from the Related To drop-down menu.

6. Click Next. 7. Give the field a Label and Name.

Tip: You may want to leave the default Field Label and click within the Field Name field to auto-populate with the same name. 8. Click Next. 9. Verify the field-level security settings and click Next.

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10. Verify the page layouts that should include this field and click Next.

3.2 Adding the Survey Completed Checkbox Field

To add a new field: 1. Click Setup > Customize > [select the object you will use to build your workflow] > Fields.

2. Click the New button in the custom fields section.

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3. Select the Checkbox data type.

4. Click Next. 5. Enter "Zoomerang Survey Completed" (or something similar) in the Field Label field. 6. Ensure the Default value is set to Unchecked. 7. Click within the Field Name field to auto-populate it with the name entered as the Field Label. 8. Click Next. 9. Verify the field-level security settings and click Next. 10. Verify the page layouts that should include this field and click Next.

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3.3 Adding Additional Fields to Store Survey Responses

Zoomerang survey responses can be mapped to any standard or custom fields. To create a new custom field for users to map Zoomerang survey responses back to, you will first need to determine which Zoomerang question type will be used to collect the data. You (or the survey creator) can find this information by editing each question within the survey and viewing the question type selected in the drop-down at the top of the Edit Question page. To create additional custom fields to store survey response data: 1. Click Setup > Customize > [select the object where you would like to store the survey data] > Fields.

Note: You can store survey response data on the master object or any related detail objects, such as Contact or Account.

2. Click the New button in the custom fields section.

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3. Reference the table below to match the Zoomerang question type to select the appropriate Salesforce data type.

Zoomerang Question Type Options Radio Buttons or Drop Down Menu Multiple Choice Allow Multiple Answers Include Multiple Prompts Limit Answer to: Single Line Salesforce Field Type Checkbox or Picklist Picklist (Multi-Select) Text Create multiple Text fields to map each prompt to its own field Mapping Notes

Open Ended

Text Area -- up to 255 characters or Limit Answers to: 300 Text Area (Long) -- up to Characters or No Limit 32,000 characters Limit Answer to: Numbers Only Number Dependent Picklists Create a separate Picklist field for each prompt Create a separate Picklist field for each prompt

Ranking

Rating Scale

Picklist

Name & Address

Date & Time

Names can be mapped to the appropriate Name Name and Mailing Address field; addresses can be or Other Address (standard mapped to Mailing fields) Address or Other Address fields Date/Time

4. Click Next. 5. Enter a Field Label and complete any other required fields as necessary. Note: When creating Picklist fields, you can enter any value in order to continue. Any additional list items will be added to the field once an answer option is mapped to this question. It is not necessary to add all of the answer option values at this time. 6. Click Next. 7. Verify the field-level security settings and click Next. 8. Verify the page layouts that should include this field and click Next. Repeat the steps above to continue adding as many custom fields as survey responses you would like to store. Once you have added the necessary fields within the appropriate Salesforce objects, Zoomerang survey responses can be mapped to these fields.

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4 Mapping Responses to Salesforce

When a Zoomerang survey is triggered by a workflow, you can map respondents' identifying information to any Salesforce object for which you added ID parameters in Section 2 and merged into the email template in Section 5. You will need to map these fields as unique identifiers in order to update either the master object records and/or any related detail records with survey response data as well as to track whether a respondent has completed the survey. To open the window that allows you to map responses to Salesforce: 1. Open the survey from the Zoomerang Home page or the My Surveys page. 2. Click the Map survey results to Salesforce link from the Edit & Review tab.

4.1 Mapping the Unique Identifier to Update the Master Object Record

Mapping to the master object allows you to update Salesforce with information specific to the master object record. First, you will need to map the unique identifier. To map the unique identifier for the case record:

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1. Select the object on which your workflow rules are based from the Select a Salesforce object drop-down menu.

2. Scroll down to select the parameter you defined for the master object (see Section 2.2 above) from the Survey Question box.

3. Scroll down to select the matching Id field from the Maps to the Salesforce Field box.

4. Select the checkbox to Use this mapping as a unique identifier.

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5. Click the Save button to submit the unique identifier pairing for the master object.

4.2 Tracking Completed Responses

You can also use the master object to record whether each respondent completes the survey. When a respondent completes the survey, this mapping will trigger the workflow rule. To set each survey response to trigger the workflow rule: 1. Click the Add mapping link in the same master object.

2. Select the same master object ID to map to the "Zoomerang_Survey_Completed__c (Zoomerang Survey Completed, boolean)" field, as shown in the image below.

3. Click the Save button.

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4.3 Mapping the Unique Identifier to Update the Contact Record

If you would like to update the detail record with specific information to that record obtained through the survey, you will first need to map the parameter you defined for the detail object (see Section 2.2 above) as the unique identifier. To map the unique identifier for the contact record: 1. Select the detail object from the Add a mapping to drop-down menu on the Map to Salesforce page.

2. Select the parameter you added to the URL for the related detail object (see Section 2.2 above) from the Survey Question box in the Add a Mapping to Salesforce Contact window.

3. Select the Id field from the Maps to the Salesforce Field box.

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4. Select the checkbox to Use this mapping as a unique identifier.

5. Click the Save button to submit the unique identifier pairing for the detail record.

4.4 Mapping Additional Survey Responses to the Detail Record

To map additional survey responses to the contact record: 1. Click the Add mapping link next to the Contact object.

2. Select the survey question that contains the responses you would like to send to Salesforce and match it to the appropriate Salesforce field where you would like to store the data. 3. Select Include empty responses if you would like blank responses to the survey question selected to overwrite the Salesforce field selected (optional).

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4. Click the Save button. When you are done mapping responses, click the Submit arrow. The Salesforce fields specified will update with respondents' answers as they complete the survey.

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5 Creating an Email Template

Once your survey is launched in Zoomerang, you will need to create (or customize) the Salesforce email template that will be added to the workflow rule. To create an email template: 1. In Salesforce, select My Templates from the Personal Setup > Email menu.

2. Click the New Template button.

3. Leave the default Text selection and click Next.

4. Select the appropriate folder where you would like to store the template, select the Available For Use checkbox, give the template a name, enter a subject line, and compose the email message, being sure to include the survey URL with the custom

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parameters defined in Section 2.2.

5. Replace the URL parameter values ("[OpportunityID_value]" and "[AccountID_value]" in this example) in the survey URL with the corresponding Salesforce merge field values.

In this example, replace "[OpportunityID_Value]" from the link displayed in the image above (including the brackets) with the following Merge Field Value:

And replace "[AccountID_Value]" (including the brackets) with the following Merge Field Value:

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6. Add "&Completed=True" to the end of the survey URL as underlined in the image below:

7. Click Save to submit the template.

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6 Configuring Workflow Rules

Salesforce Workflow Rules allow you to automate your organization's standard processes around sending Zoomerang surveys. You will use these workflow rules to trigger the email alert template that contains the customized survey link once the evaluation criteria are met. You should define two rules to trigger a Zoomerang survey. The first rule will trigger the email alert template and send the survey and the second will allow you to track whether the survey has been completed.

6.1 Defining Conditions for the Survey Sent Workflow Rule

First you will need to define the conditions that you would like to trigger the rule. To create a new workflow rule: 1. Click Setup > Create > Workflows & Approvals > Workflow Rules.

2. Click the New Rule button.

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3. Select the appropriate object.

4. Give the first rule a name. We recommend you include language to indicate the rule will be triggered when the survey is sent.

5. Define the criteria that will trigger the survey.

6. Click Save & Next.

6.2 Creating the Related Workflow Task

Next, you will need to create the tasks associated with the workflow rule. When the workflow rule conditions are met, this task acts as an alert to notify users in your organization that a survey has been sent. You can also use this task to include the survey preview link and other additional detail as a reference to what was sent to the customer. To add associated tasks: 1. At Step 3 as you create the first workflow rule, select New Task from the Add Workflow Action menu.

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2. Designate who will receive the task when a survey is sent in the Assigned To field.

3. Give the task a Subject name. 4. Set the Due Date to be the Rule Trigger Date. 5. Change the Status to Completed.

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6. Add the survey preview link to the Description Information Comments field. Note: You will need a modified version of the survey URL created in Section 2. Copy the survey URL created in Zoomerang and remove the added parameters, then add the text in red below to the link so that its structure looks similar to this one: http://www.zoomerang.com/Survey/index.zgi?p=WEB1234&store=1 7. Click Save.

6.3 Creating the Related Email Alert Template

Email alerts are emails generated by a workflow rule or approval process and sent to designated recipients whenever specific business actions trigger the workflow rule or approval process. Email alerts determine the list of recipients who will receive the predefined email template. You must specify an email template for email alerts. To use a standard global From address for email alerts, like [email protected], first set up an organization-wide address. To create an email alert template: 1. From back at Step 3, select New Email Alert from the Add Workflow Action menu.

2. Give the Email Alert a Description and Unique Name.

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3. Select the Email Template you created in Section 5.

4. Designate the recipients by selecting the Recipient Type and moving the appropriate recipient into the Selected Recipients column.

5. Click Save. 6. Click Done to submit the first workflow rule.

6.4 Creating the Survey Completed Workflow Rule

Now that you have created your first workflow rule, you will need to create a second rule to track whether the survey has been completed and update the related records when the survey is completed. To create the second workflow rule:

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1. Clone the Workflow Rule you just created to create the second Workflow Rule.

2. Give the second rule a name.

Tip: We recommend you include language to indicate the rule will be triggered when the survey is completed. 3. Add a condition to the workflow rule using the new checkbox field you added to the master object in Section 3. For example, Zoomerang Survey Completed equals True (or does not equal False).

4. Click Save & Next. 5. Add the survey preview link in the Description Information Comments field. See Step 6 of Section 6.2 above for information about how to add the survey preview link. 6. Also add the shared results link in the Description Information Comments field to include respondents' answers to the questions in your survey on the task. See Steps 6 through 8 in Section 2.1 above for information about where to find the shared results link.

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7. Click Save.

6.5 Activating the Workflow Rules

The last step in trigger the survey is to activate both new Workflow Rules. To activate the workflow rules: 1. Click Activate to activate the rule you currently have open.

2. Click the Back to List: Workflow Rules link at the top of the page to navigate back to the Survey Sent workflow rule. 3. Click the Activate link next to the Survey Sent workflow rule to activate it.

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