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
  4. Trigger 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 metric you want to measure you need to decide which distribution option to use. You can either measure customer satisfaction directly in your Salesforce signature (email template), or via trigger. Then connect your Salesforce account with Nicereply. 

If you choose trigger distribution you set it up and Nicereply will start scanning the status of your cases on a regular basis. Trigger is an action that is caused by an event in Salesforce - in this case it is the resolution of a case. After a case is resolved a survey is triggered by this event. 

Nicereply will send an e-mail survey to every customer your company had a conversation with after the case is resolved. You can edit the trigger behaviour - for example edit the number of hours since the resolution of the case after which the survey is sent. 

If you choose email template you copy Nicereply survey code and insert it into your Salesforce email template. In this case a 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 5 major features of the integration between Service Cloud and Nicereply.

1. Push ratings & comment right to the case as a note

All ratings will be pushed to the relevant case in a form of note. emailpushed_rating.png

Note: you can enable/disable push of CSAT rating & comment as Note into ticket in the survey settings.

2. Case backlink

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

3. Sync customers’ name to CSAT/CES/NPS ratings

Customers often don’t share their name in a rating form. Nicereply will automatically add customer names in the rating feed based on the case ID, so you don't need to use the name field on the survey.ticket_backlink.png

4. User import

Sync all your Service Cloud users with Nicereply with one click. New users will get an automated email with login instructions.

5. 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.


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


Trigger set up manuals

After you decide which satisfaction metric you want to measure, follow the respective manual to start gathering actionable feedback via Nicereply trigger:

CSAT: Click here for the Customer Satisfaction Score trigger setup guide

CES: Click here for the Customer Effort Score trigger setup guide

NPS: Click here for the Net Promoter Score trigger setup guide

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