Technical Information for Salesforce Adminstrators

Overview

The purpose of this page is to describe in greater technical detail exactly what CRMSurveyor does and how it performs in your Salesforce environment. Please note that by default when you install CRMSurveyor the notifications requesting that your customers take surveys will be set to “Test” mode. All notifications to users that they should take a survey will instead be forwarded to the address you specify, initially the Salesforce Administrator e-mail address. You can feel confident that CRMSurveyor can be safely installed in your production environment.

Please contact our technical support group at support@crmsurveyor.com if you have issues or questions.

CRMSurveyor for AppExchange collects survey data from individual customers on behalf of the organization that has installed it as part of its Salesforce solution.

Individual customers may include Salesforce Contacts that have submitted a customer support Case, or Contacts associated with an Opportunity. The survey data is stored in Salesforce custom objects as well as in a relational database on a server hosted by CRMSurveyor. Summary and detailed management information is conveyed through online and offline versions of the Satisfaction Summary Report, as well as through canned Salesforce custom reports and dashboards. Minimal setup, contact, and configuration information are collected online from an administrator-level Salesforce user.

In the subsequent data flow diagrams (Figs. 2-4), data flow arrows are annotated to indicate the data being retrieved or stored.

CRMSurveyor is a composite application, consisting of

• three web tabs: About CRMSurveyor, CRMSurveyor Setup, and CRMSurveyor Report;
• four custom objects and their associated tabs: Support Satisfaction Surveys, Sales Satisfaction Surveys (Win), Sales Satisfaction Surveys (No Sale), and Net Promoter® Score Results;
• various custom reports, dashboards, and other items; and
• background processes that run on CRMSurveyor's server, including web services, Windows services, and console applications.

Once the organization's administrator has downloaded and installed CRMSurveyor, the first time that the admin navigates to the CRMSurveyor Setup tab, the application presents the Subscribe page.

Within a Salesforce session, as the user requests a page under the CRMSurveyor Setup tab, the session ID and server URL are passed in the query string. CRMSurveyor uses this information to look up the user's Salesforce credentials, as recommended by Salesforce Tech Note #18.

The Polling service runs periodically to query the Salesforce object store for Cases and Opportunities that have closed. The Polling service sends e-mail messages to customers inviting them to take online surveys.

A customer that completes an online survey submits it via HTTP to the Survey Completion web service. The Survey Completion web service updates the CRMSurveyor database, the Salesforce object store, and (at admin option) sends e-mail alerts when exceptional survey answers are submitted.

To examine the database activity in more detail: the Survey Completion web service creates new instances of these custom objects to store survey answers:

• one Net Promoter® Score object;
• one Support Satisfaction Survey; Sales Satisfaction Survey (No Sale); or Sales Satisfaction Survey (Win) object, depending on the type of survey completed;

Also, the Survey Completion web service may create one or more Task objects, depending on configuration options and the actual scores on the survey.

In addition, for subsequent analysis and reporting, the Survey Completion web service stores copies of the survey answers in the CRMSurveyor database, along with certain selected information from the relevant Case, Contact, and Opportunity objects. Specifically, the following fields are stored:

Case (and related Contact)

• Case Owner ID
• Case ID
• Date/Time Closed
• Product
• Subject
• Contact Type
• Problem Class
• Survey Recipient Name (defaulted from Contact info, can be changed or omitted by Survey Recipient)
• Survey Recipient E-mail Address
• Survey Recipient Phone

Opportunity (and related Contact[s])

• Opportunity Owner ID
• Opportunity ID
• Date/Time Closed
• Subject
• Lead Source
• Type
• Survey Recipient Name (defaulted from Contact info, can be changed or omitted by Survey Recipient)
• Survey Recipient E-mail Address
• Survey Recipient Phone

Management information is delivered by three mechanisms:

• canned Salesforce custom reports and dashboards,
• weekly, monthly, and quarterly offline versions of the Satisfaction Summary Report, delivered by e-mail, and
• an on-demand online version of the Satisfaction Summary Report, accessed through the CRMSurveyor Report tab.

*Net Promoter® is a registered trademark of Satmetrix Systems, Inc., Bain & Company and Fred Reichheld