Skip to main content

Salesforce

This guide walks you through connecting Salesforce to Enterpret, turning feedback from Sales Cloud, Service Cloud and custom objects

Jack Divita avatar
Written by Jack Divita
Updated over a week ago

Introduction

Enterpret's Salesforce integration allows you to bring customer feedback from various Salesforce objects directly into Enterpret for analysis. This integration supports multiple use cases across Service Cloud, Sales Cloud, and marketing teams to extract valuable insights from your customer data.

Whether you're looking to analyze customer support interactions, understand sales conversations, or track survey responses, this integration helps connect your Salesforce customer data with Enterpret's powerful feedback analysis capabilities.

Note: Each Salesforce integration connects to one object type. If you need to analyze data from multiple objects (e.g., both Cases and Opportunities), you'll need to create separate integrations for each.

Use Cases

Our Salesforce integration supports various teams and use cases:

Multi-Object Analysis

Different teams can benefit from different Salesforce objects:

  • Service Cloud integrations capture support interactions

  • Sales Cloud integrations track sales conversations

  • Survey integrations analyze structured feedback

For Support Teams

  • Analyze case comments and interactions to identify common pain points

  • Track sentiment across support conversations

  • Identify trending issues before they escalate

  • Measure the impact of product changes on support volume

For Sales Teams

  • Understand objections in lost opportunities

  • Analyze sales call transcripts to improve messaging

  • Track competitor mentions and positioning

  • Identify product feedback that impacts sales cycles

For Product Teams

  • Collect feature requests mentioned in customer conversations

  • Prioritize product improvements based on customer impact

  • Track sentiment around specific product areas

  • Measure how product changes affect customer satisfaction

Prerequisites

Before setting up the integration, ensure you have:

  • Admin access to Salesforce: You'll need permissions to read objects and fields

  • Knowledge of your Salesforce data model: Understanding which objects contain the feedback you want to analyze

  • Clear objectives: Knowing what type of feedback you want to extract and analyze

  • An Enterpret account: With permissions to add integrations

Best Practice: Partner with a Salesforce admin or someone who has deep knowledge of your Salesforce instance's data structure to ensure you're pulling the most relevant data into Enterpret.

Integration Steps

Step 1: Select a Primary Salesforce Object

  1. From the dashboard, open the integrations page page

  2. Click on "New Integration" on the integrations page

  3. Search for salesforce and

  4. When prompted, select "Feedback Integration" for unstructured customer feedback (conversations, notes, emails, etc.) or "Account Integration" for account data

  5. You will be redirected to Salesforce for authentication. Please sign in with your Salesforce credentials and authorize Enterpret to access your data.

  6. Choose the primary object that contains your feedback data

The primary object is the central Salesforce object your feedback revolves around:

  • Service Cloud: Use "Case" for support interactions

  • Sales Cloud: Use "Opportunity" for sales conversations or "Lead" for prospect data

  • Surveys: Use "Survey Response" or your custom survey objects

  • Other options: Select any object that contains valuable feedback (e.g., "EmailMessage", "ChatTranscript")

Note: Not all objects may be queryable through the API. Enterpret displays only objects that can be accessed via Salesforce's query language.

Step 2: Select the Type of Feedback

Choose how the feedback should be structured in Enterpret:

  • Conversation: For back-and-forth interactions (like case comments, chats, or email threads) and opportunity data

  • Survey: For structured question-response format (like CSAT or NPS surveys)

This selection determines how Enterpret will process and analyze your data:

  • For Conversations, Enterpret will organize interactions chronologically, showing the full exchange between customers and your team

  • For Surveys, Enterpret will pair questions with answers, analyzing sentiment and themes across responses

Step 3: Configure Integration Fields

  1. Browse available fields from your selected object

  2. Drag relevant fields to the right panel

  3. Specify whether each field contains feedback by toggling "Is Feedback?"

Key concepts:

  • Primary fields: Fields directly from your selected object

  • Reference and child objects: Access related data through relationship fields

  • Feedback fields: Mark fields containing actual customer language/input by toggling "Is Feedback?" - these fields will be analyzed for themes, sentiment, and insights

  • Metadata fields: Other fields provide context for analysis (user details, dates, categories, etc.)

For example, if you selected "Case" as your primary object:

  • You might mark "Description" and "Comments" as feedback fields

  • You might include "Status", "Priority", and "CreatedDate" as metadata

  • You might pull in "Contact.Email" or "Account.Name" through relationship fields

Tip: Include enough metadata to allow for meaningful filtering and segmentation in Enterpret, but be selective to avoid overwhelming the system with irrelevant information.

Step 4: Configure Sync Conditions (Optional)

Define when records should be synced from Salesforce to Enterpret:

  1. Select a field to trigger the sync (e.g., "Status")

  2. Choose an operator (e.g., "Equals")

  3. Enter the value that should trigger the sync (e.g., "Closed")

This is especially valuable for:

  • Ensuring complete information before analysis (e.g., waiting until a case is closed)

  • Filtering for only relevant records (e.g., only high-priority cases)

  • Managing data volume (e.g., only opportunities above a certain value)

Step 5: Describe the Type of Feedback Being Integrated

Add a detailed description of the feedback being integrated. This helps Enterpret's AI models better understand and categorize your data.

Include information about:

  • What feedback is being sent

  • Who has written the feedback

  • The goal of analyzing this feedback

You can also select from templates for common feedback types to get started quickly.

Step 6: Review and Integrate

Review your configuration and click "Integrate" to complete the setup.

After Integration

Once integrated, Enterpret will:

  1. Begin syncing historical data based on your configuration

  2. Continue to sync new data as it meets your criteria

  3. Process the data through Enterpret's AI models for analysis

  4. Make the data available in Enterpret's interface for insights

  5. This process takes 4-8 hours, if you don't see anything on the UI till then, it's completely expected and normal

Best Practices

Object Selection

  • Choose the object closest to where customer feedback exists

  • Consider whether you need complete conversations or just the final outcomes

  • For support use cases, "Case" is often the best starting point

Field Selection

  • Include fields with direct customer language as "feedback fields"

  • Add contextual fields (dates, categories, statuses) as metadata

  • Include relationship fields to connect feedback to accounts or contacts

Sync Conditions

  • For support cases, consider syncing as soon as they're created to enable real-time monitoring and quick responses

  • For opportunities, syncing when they reach a conclusion (e.g., "Closed" status) can provide complete context

  • Balance between freshness of data and completeness of information

Data Volume Management

  • Start with a focused subset if you have large volumes of data

  • Use sync conditions to filter for the most relevant records

  • Consider time-based limitations for initial historical data loads

Troubleshooting

Common Issues

Missing Objects or Fields

  • Ensure you have the necessary permissions in Salesforce

  • Some custom objects may require additional setup

  • Not all objects are queryable via API

Relationship Field Access

  • Complex relationships (parent-to-child or many-to-many) may require specific syntax

  • Use the dropdown options to explore available relationships

Data Not Appearing

  • Check your sync conditions aren't too restrictive

  • Verify field mappings, especially feedback fields

  • Allow time for initial sync to complete

Did this answer your question?