Authorize Retently in Salesforce

Before setting up the score and feedback custom fields in Salesforce, you will need to authorize Retently in your Salesforce account.

All you have to do is to add our IP ranges to your network access section, letting your Salesforce account know that you are trusting our app and allow it to access your contacts’ data.

We will not store any data unless you decide to sync your contacts. You are also fully in charge of deciding what data will be sent to Retently and stored. You will need it mainly to segment your audience in campaigns and filter NPS results. You can read our Privacy Policy for more details on how we store and handle your data: https://www.retently.com/privacy-policy/.

To authorize Retently, log in your Salesforce account and access the Setup section.

From the left sidebar, access Administer > Security Controls > Network access. Click on the New button to add new Trusted IP Ranges.

Fill in mandatory fields:

  • Start IP Address: 188.40.46.105
  • End IP Address: 188.40.46.105
  • Description: Retently integration

Finally, click on the Save button and review the Network Access settings.

To be able to export NPS scores and feedback to Salesforce you'll have to create contact and lead NPS custom fields in Salesforce so NPS data can be exported and attached to them.

Below, I will show you how to create custom fields for contacts and leads, and how to create NPS data export rule with Campaigns.

Add Salesforce Contact or Lead NPS custom fields

The steps you should take are mostly the same, so for this example we will create custom fields for Contacts, but repeat this tutorial to add custom fields to Leads as well.

Login to your Salesforce account.

Navigate to the Setup section.

From the left sidebar access Customize > Contacts > Fields. (For leads please access Customize > Leads > Fields.)

Add NPS Score field

Click the New button in the Contact Custom Fields & Relationships section.

Select Text option and click Next.

Fill in mandatory fields:

  • Field Label: NPS Score
  • Length: 10
  • Field Name: NPS_Score

Click on the Next button.

Establish field-level security and click Next.

Add to page layouts and click Save.

Review fields definition. NPS Score field API Name should be NPS_Score__c

Add NPS Comment field

Click on the New button in the Contact Custom Fields & Relationships section.

Select Text Area and click on Next button.

Fill in mandatory fields:

  • Field Label: NPS Feedback
  • Field Name: NPS_Feedback

And click on Next button.

Establish field-level security and click on Next button.

Add to page layouts and click on Save button.

Review fields definition. NPS Feedback field API Name should be NPS_Feedback__c

Once you have set up the fields, every time you will receive new feedback, the score and text comment will be imported to Salesforce and assigned to the contact's or lead's profile.

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