Introduction to Salesforce Service Cloud integration

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Empower your Salesforce service cloud with Nicereply. In this article you can find out everything important about Nicereply integration including:

  1. How the integration works
  2. Features of the integration
  3. Email template set up manuals

How the integration works

The first thing you need to decide is what satisfaction metric you'd like to measure. Nicereply offers three metrics: 

After you decide what metrics you want to measure you can distribute customer satisfaction surveys directly in your Salesforce signature (email template), or send out NPS campaigns. Then connect your Salesforce account with Nicereply. 

After you choose email template distribution you copy Nicereply survey code and insert it into your Salesforce email template. Every customer will be able to rate your agents after each interaction because the survey will be placed in their signature.


Features of the integration

See the list of 6 major features of the integration between Service Cloud and Nicereply.

1. Case backlink

Identify feedback in context with the direct link to the rated case.ticket_backlink.png

2. Match rated agent (user) to CSAT/CES/NPS ratings

Thanks to adding user ID into your staff profiles in Nicereply, we can automatically match received feedback with the rated agent.

3. User import

You can sync all your Service Cloud users with Nicereply with one click, all you need to do is upload your CSV. New users will get an automated email with login instructions.

4. Customize your CSAT/CES/NPS surveys according to your branding and needs

Ask your customers the right question at the right time with branded one-click surveys. Customize your surveys and add additional questions.

5. See real-time customer feedback

Know what your customers think of you as soon, as they fill in the survey. See all their feedback in your rating feed.

Rating feed

6. See who is the best

Recognize your best support teams and agents with leaderboards. Agents and teams are ranked by a complex index based not only on average rating scores but also on the number of collected ratings.

CSAT Overview


Email template set up manuals

After you decide which satisfaction metric you want to measure, follow the respective manual to start gathering actionable feedback directly in your email template:

CSAT: Click here for the Customer Satisfaction Score email template setup guide

CES: Click here for the Customer Effort Score email template setup guide

NPS: Click here for the Net Promoter Score email template setup guide

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