SurveyStance for Salesforce brings your survey responses into Salesforce automatically, about every 30 minutes. Each rating becomes a SurveyStance Response record your team can search, report on and automate.
What you get
- A SurveyStance app with Getting Started, SurveyStance Responses, Reports, Dashboards and SurveyStance Admin tabs
- Ready-made reports for Kiosk and One-Click responses, plus a SurveyStance Overview dashboard
- Last SurveyStance Rating fields on Cases and Contacts
- An optional low-rating follow-up flow that creates a Task for the Case owner
Requirements
- Salesforce Enterprise, Unlimited, Performance or Developer Edition (API access is required for the sync)
- A Salesforce admin to install the package and assign access
- A SurveyStance account with access to the portal's integration settings
- One Salesforce user for the sync to connect as (a dedicated integration user is recommended)
Install and give access
- Open the SurveyStance install link while logged in to Salesforce as an admin.
- Choose Install for Admins Only, then click Install. You'll give everyone else access in step 4. Installing takes a few minutes; Salesforce emails you when it's done.
- Give yourself admin access: in Setup, open Permission Sets → SurveyStance Admin → Manage Assignments, and add yourself.
- Open the App Launcher, choose SurveyStance, and go to the SurveyStance Admin tab. Assign access from there:
| Access | Type | Assign to |
|---|---|---|
| SurveyStance Users | Permission set group | Everyone who should view responses and reports |
| SurveyStance Admin | Permission set | Admins who manage SurveyStance |
| SurveyStance Integration User | Permission set | Only the one user the sync connects as |
Salesforce never assigns permission sets automatically, so users see nothing until step 4 is done.
Connect SurveyStance
- In the SurveyStance portal, go to Integrations → Salesforce and click Connect.
- Log in as the user who has the SurveyStance Integration User permission set, and approve access.
- New responses appear in Salesforce within about 30 minutes. Check the Sync health section of the SurveyStance Admin tab to confirm records are arriving.
Each response is matched on its SurveyStance Key, so re-syncing updates the same record instead of creating duplicates.
Fields on each SurveyStance Response
| Field | What it holds |
|---|---|
| Response | The answer at a glance: the rating label, custom input or number |
| Rate | Numeric rating (1–5) |
| Rate Title | Rating label, such as Excellent or Terrible |
| Rate Text | Any comment the customer left |
| Custom Input | Answer to a custom input question |
| Survey Name, Question Name | The survey and question answered |
| Submitted At | When the customer answered |
| Source | Where the response came from, such as Web |
| Device Id, Survey Session | Kiosk device and session (Kiosk responses only) |
| Product | Kiosk or One-Click |
| Case, Contact, Account | The linked Salesforce record (One-Click responses only) |
| SurveyStance Key | Unique ID used to match records on each sync; don't edit |
Kiosk vs One-Click responses
| Kiosk | One-Click | |
|---|---|---|
| Where customers answer | Feedback kiosk or tablet | One-click link in an email or email signature |
| Record type | Kiosk | One-Click |
| Linked to a Case, Contact or Account | No | Yes, when the survey is shared to Salesforce |
| Reports folder | SurveyStance Kiosk Reports | SurveyStance One-Click Reports |
Reports and dashboards
- SurveyStance Kiosk Reports: Responses by Rating, Responses by Survey, Low Ratings (1–2)
- SurveyStance One-Click Reports: One-Click Responses by Rating, One-Click Low Ratings (1–2), each showing the linked Case and Contact
- SurveyStance Overview dashboard for the big picture
Automations
- Update Last Rating (on by default): when a One-Click response is linked to a Case or Contact, it stamps the rating and time on that record's Last SurveyStance Rating fields.
- Low Rating Follow-Up (off by default): when a One-Click rating of 1 or 2 is linked to a Case, it creates a high-priority Task for the Case owner. Turn it on from the SurveyStance Admin tab, or in Setup → Flows.
Troubleshooting
| Problem | Fix |
|---|---|
| Users see no responses, reports or tabs | Assign them the SurveyStance Users permission set group |
| No SurveyStance Admin tab | Assign yourself the SurveyStance Admin permission set |
| No new responses after an hour | Check Sync health on the SurveyStance Admin tab; confirm the connected user still has the SurveyStance Integration User permission set and is active |
| One-Click response not linked to a Case | Confirm the survey was shared to Salesforce from the portal and the Case still exists |
| Sync errors about storage | Your org is out of data storage; free space or add storage, then the next sync catches up |
FAQ
How often does it sync?
About every 30 minutes.
Who can see responses?
Anyone with SurveyStance Users. SurveyStance Users and SurveyStance Admin give read-only access; only the sync user creates and updates responses.
Can I add my own fields, reports or flows?
Yes. Build them on the SurveyStance Response object as you would any other.
Does it change my existing data?
No. It only creates SurveyStance Response records and updates the Last SurveyStance Rating fields on linked Cases and Contacts.
Uninstalling
- Remove all SurveyStance permission set and permission set group assignments. Salesforce blocks the uninstall while any are assigned.
- Disconnect Salesforce in the SurveyStance portal.
- In Setup → Installed Packages, click Uninstall next to SurveyStance. This deletes all SurveyStance Response records; choose Save a copy if you want an export.
Need help? Contact support@surveystance.com.