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
Go to https://dashboard.enterpret.com and login
From the dashboard, open the integrations page page
Click on "New Integration" on the integrations page
Search for salesforce and
When prompted, select "Feedback Integration" for unstructured customer feedback (conversations, notes, emails, etc.) or "Account Integration" for account data
You will be redirected to Salesforce for authentication. Please sign in with your Salesforce credentials and authorize Enterpret to access your data.
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
Browse available fields from your selected object
Drag relevant fields to the right panel
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:
Select a field to trigger the sync (e.g., "Status")
Choose an operator (e.g., "Equals")
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:
Begin syncing historical data based on your configuration
Continue to sync new data as it meets your criteria
Process the data through Enterpret's AI models for analysis
Make the data available in Enterpret's interface for insights
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