How does it work?
Our current Salesforce-Medallia Concierge integration is capable of the following:
One-way contact/lead sync from the Salesforce to Medallia Concierge → your Salesforce contact/lead data will get pulled into Medallia Concierge. We will either create new contacts in Medallia Concierge, or sync them to existing Medallia Concierge contacts. New contacts created in Salesforce will get created automated in Medallia Concierge as well. New updates to existing contact fields in Salesforce will get updated in Medallia Concierge every 5 minutes.
You can choose to sync the following Salesforce objects: Contacts, Leads, or both.
You can also write your own custom SOQL query and choose which objects/fields to sync to Medallia Concierge.
Medallia Concierge conversation sync to Salesforce → your Medallia Concierge conversations will get synced back to your Salesforce contacts/leads. Each conversation record will be logged as an “activity” under the Salesforce contact. Conversation sync happens every hour. Each row of activity will be a record of the conversation from the last 24 hours.
What are the Salesforce requirements?
You will need a Salesforce Professional account and above to use this integration.
What are the Medallia Concierge requirements?
You will need to have an active Medallia Concierge service and pay for the Salesforce integration.
Contact your Medallia Concierge Account Manager to get started.
Can I integrate this with Marketing Cloud?
No, currently our integration only works with Sales Cloud.
Can I sync Leads, Accounts, Opportunities, or Custom Objects from Salesforce?
You will be able to sync Contacts, Leads, or Custom Objects (using a custom SOQL query) from Salesforce.
Who can access it?
You will need to be an admin-level user on both Medallia Concierge and Salesforce to access and manage this integration.
How do I set up the integration?
Here is the Helpdesk article that will walk you through how to set up the SFDC integration in Medallia Concierge.
All you will need is your Salesforce login credentials for authentication purposes.
Can I connect a Salesforce Sandbox account to Medallia Concierge?
Yes, you can connect a Salesforce Sandbox account to Medallia Concierge for testing purposes.
Is this integration in the Salesforce AppExchange?
Currently, it is not. We are planning to be in the AppExchange at a later phase.
How much does it cost?
Starter Plan - API Integration: $99/month
Professional Plan - API Integration: $99/month
Enterprise Plan - API Integration: included
Can I sync contact/lead/custom object data from Salesforce into Medallia Concierge?
Yes, you can sync your Salesforce object data into Medallia Concierge. We will match your contacts using the Salesforce External Profile ID. If you already have contacts in Medallia Concierge, we will attempt to match by phone number or email. If contacts are matched, new contact fields from Salesforce will get updated on the Medallia Concierge contact. If no match is found, a new contact will be created in Medallia Concierge.
Do all my contact/lead/custom object records get synced to Medallia Concierge?
Depending on what you selected in the integration configuration, on initial activation all your selected objects (whether it’s Contacts, Leads, All Contacts/Leads, or Custom) will get synced to Medallia Concierge.
After initial activation, only the updated objects will get synced to Medallia Concierge.
Can I choose how often to sync object data?
Yes, you can set a timeframe on how often you want your Medallia Concierge contacts to be updated with changes from Salesforce.
You can choose to sync object data every:
For each sync, we are pulling every contact record that has changed in the past 24 hours. For example: After initial activation, for every contact that’s been updated in Salesforce, we will keep pulling their information into Medallia Concierge every 5 minutes (or whatever the time period is the user selects) for 24 hours. This is because Salesforce can only tell us “These are the objects that have been updated in the last 24 hours,” so if I change contact Josh’s last name in Salesforce, then every 5 minutes his name will show up in the Medallia Concierge sync log for the next 24 hours. The 24 hour window resets each time a change is made on the contact.
We choose to give our customers the ability to choose sync times based on API call limits in Salesforce. Each API call consists of one batch of 2000 records. Learn more about Salesforce API call limits here.
Can I push contact information from Medallia Concierge into Salesforce?
No, you currently cannot sync Medallia Concierge contact information into Salesforce. This means updates made to existing contacts in Medallia Concierge will NOT sync and overwrite contact information in Salesforce, so your external CRM is always the source of truth.
What information gets pushed from Medallia Concierge into Salesforce?
Medallia Concierge conversations with your contacts will get pushed into Salesforce. We will match the contact data, and your conversation will get logged as an “Activity” under the Salesforce Contact/Lead object.
Each row of activity will be a log of conversation with the contact from the last 24-hours.
Can I choose to sync conversations back to specific objects?
Yes, you will be able to choose to sync conversations back to Contacts, or Leads, or both.
Can I choose how often to sync conversations back to Salesforce?
Yes, you can choose to sync conversations every:
Each Medallia Concierge conversation will be logged as an “Activity” under the Salesforce Contact/Lead object.
Each row of activity will be a log of a conversation with that contact from the last 24-hours.
How do conversations get recorded on my Salesforce contact?
Medallia Concierge conversations with your contacts will get pushed into Salesforce. We will match the contact data, and your conversation will get logged as an “Activity” under the Salesforce contact. The activity will be titled “Medallia Concierge Conversation.”
Each activity logged in Salesforce will be a conversation from the previous 24-hour window (according to your service timezone) with a contact.
Updates to the same activity will be synced based on your chosen timeframe (for example: you choose to sync Medallia Concierge conversations back to Salesforce every hour. A conversation in Medallia Concierge with your contact, Melanie, will be synced to her activity history in Salesforce. You continue to engage with Melanie in Medallia Concierge over the next hour. At the end of the hour, your updated conversation content gets synced to Salesforce and appended to the existing activity history. This happens for the full 24-hour window. The next day, any new conversation history will be synced to Salesforce and created as a new row of activity.)
Can I connect one Salesforce account to multiple Medallia Concierge services?
Yes, you can. For each Medallia Concierge service, you will be able to configure unique contact field mappings (for example: in Medallia Concierge Service A, you can bring over SFDC fields Name, Phone Number, and Email. In Medallia Concierge Service B, you can bring over SFDC fields Name, Country, Address, and Status. All fields are from the same SFDC account, but they can be configured differently per Medallia Concierge service.)
If you are setting up Salesforce as part of an organization managing multiple Medallia Concierge services, please contact your Medallia Concierge Account Manager. We will be able to set up one Salesforce configuration for multiple Medallia Concierge services, and direct the appropriate contacts into the corresponding services. This is a feature that’s currently in beta.
Can I connect one Medallia Concierge service to multiple Salesforce accounts?
No, you can only connect one Medallia Concierge service to one Salesforce account.
What fields can I bring from Salesforce to Medallia Concierge?
Most default and custom Contact/Lead Object fields will be available for mapping. You can also pull Custom objects/fields by writing a custom SOQL query. We support the following field types for mapping:
Date, Date/Time, Time
Number → Number or String
Formula, Roll-up Summary, Auto Number, Percent, Phone, Currency, String, Email, Text, Text Area, URL, Picklist
Checkbox, Boolean
All other fields will be ignored
How many fields can we map?
As many as you’d like! There is no limit to how many fields you can map for this integration.
If I make edits on a Medallia Concierge contact, will those edits get updated on the Salesforce contact?
No, any edits made in Medallia Concierge on a contact will not get pushed to Salesforce. This is to make sure your external system is always the source of truth.
How often does Contact/Lead object information get pulled over from Salesforce to Medallia Concierge?
You can set a timeframe on how often you want your Medallia Concierge contacts to be updated with changes from Salesforce.
You can choose to sync object data every:
For each sync, we are pulling every contact record that has changed in the past 24 hours.
How often does conversation history get pushed over from Medallia Concierge to Salesforce?
You can choose to sync Medallia Concierge conversations every:
Each Medallia Concierge conversation will be logged as an “Activity” under the Salesforce Contact/Lead object.
Each row of activity will be a log of a conversation with that contact from the last 24-hours.
How are Contacts matched between Medallia Concierge and Salesforce?
Currently, we are matching by Salesforce External Profile ID.
Can I use the Salesforce integration if I already have existing contacts in my Medallia Concierge service?
Yes, we will attempt to match contacts using phone numbers, then email.
Can I use the Salesforce integration if I don't have any contacts in my Medallia Concierge service yet?
Yes, then we will automatically create contacts in Medallia Concierge for you based on the SFDC contact records
Can I use the Salesforce integration if I'm already pushing contact information into Medallia Concierge from another system (e.g. another PMS, HMS, CRM)?
Currently, no. We have not built support yet to reconcile contact data from multiple external sources pushing data into Medallia Concierge. There is no guarantee that contacts won’t be duplicated in Medallia Concierge from both systems. This may become available as a future phase of this integration.
What if I only want to update my existing Medallia Concierge contacts with contact fields from Salesforce, and not create new contacts in Medallia Concierge from Salesforce data?
Currently, this functionality is not available.
When mapping my fields in Admin Settings, how come some of my Salesforce contact fields aren’t displaying in the dropdown?
Certain field types from SFDC are not supported in Medallia Concierge.
For example, the “TextArea” field type from SFDC allows for unlimited characters. Medallia Concierge’s “String” field type accommodates a maximum of 255 characters. If we were to map this data field, the content would get truncated at 255 characters when synced into Medallia Concierge.
We only support the following fields from SFDC for mapping purposes:
Date, Date/Time, Time
Number
Formula, Roll-up Summary, Auto Number, Percent, Phone, Currency, String, Email, Text, URL, Picklist
Checkbox, Boolean
I authenticated and activated the Salesforce integration. Why aren’t contacts being created in Medallia Concierge?
Initial activation of the integration can take some time to sync all your object data to Medallia Concierge. It can take anywhere between 5-15 minutes to see the first batch of contacts created in Medallia Concierge. If you have a large number of SFDC objects to sync, the initial set up process may take longer.
Known Issues:
Boolean (true/false) Salesforce field will only populate “True” value in Medallia Concierge true/false contact field due to the way Salesforce sends us boolean values. “False” values will remain blank. We will address this in a post-release fix shortly.
When using a Custom Query, there is no field mapping validation in the configuration screen. Make sure you are mapping the correct SFDC field types to Medallia Concierge field types. You will be able to see incorrect mappings in the integration Logs. We will address this in a post-release fix shortly.
Integration Status (“Connected,” “Needs Attention”) will not populate accurately on the Org level. We will address this in a post-release fix shortly.
Field validation for changed or wrongly mapped field types will not be displayed in the configuration page UI. You will be able to see incorrect mappings in the integration Logs. We will address this in a post-release fix shortly.
Selecting the "MailingAddress" field from Salesforce dropdown will result in an empty field - even though it is displayed in the Salesforce UI as "Mailing Address," the actual column does not contain anything as Salesforce splits up the address sections into "MailingStreet," "MailingCity," and "MailingState." We recommend mapping individual mailing options to the appropriate Medallia Concierge fields as this works better for segmentation as well.
To map the Salesforce "Phone" field that is viewable in the Salesforce UI, select the "Business Phone" option from the Salesforce dropdown in the integration configuration page (this is the API label provided by Salesforce).