Get Satisfaction for Salesforce

Install Guide v1.33.1

Last revision: Sept. 17, 2012

Get Satisfaction for Salesforce Install Guide

1. Introduction
This document details the installation steps for the Get Satisfaction for Salesforce application. The intended audience is for Salesforce administrators, since a user with a System Administrator profile is required to perform the installation. This installation can be performed on Production, Developer, or Sandbox orgs.

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Get Satisfaction for Salesforce Install Guide

2. Installation Steps
Install the AppExchange Package (v1.33.1): https://login.salesforce.com/packaging/installPackage.apexp?p0=04tA0000000JqCL a) Enter Salesforce Administrator Password

In some orgs, as an extra security precaution, Salesforce requires that you confirm the password of the Production instance.

b)

Approve Package API Access You will see a message similar to this:

Click Continue to proceed. c) Choose Security Level The second of 3 pages in the install wizard, this page determines the user profiles that will have access to the application objects. Page 3 of 16

Get Satisfaction for Salesforce Install Guide

Consider the following when making profile access selection: o Admin access only: Select this option if you are testing the application in an environment where you dont want to expose it to other profiles yet, or where it is not intended to let nonadministrator users perform administrative functions If you select this option you will need to grant access to other profiles later if you want other non-system administrator CRM users to manage Dynamic Groups o Grant access to all users: Select this only if you want all users to have full access to the application It is not recommended to select this option since it is unlikely that all users will have, or need, the ability to manage Dynamic Groups Select security settings:
This is a highly recommended approach if you have a lot of profiles to manage, several of which will likely maintain or utilize the Get Satisfaction for Salesforce application

The advantage of this approach is that you can grant access to many profiles at once Applying the packaged profile to existing profiles during the installation saves a later manual step to grant individual profiles with the required object permissions Do not grant access to portal profiles as they have no ability to manage public groups

Click Next to proceed.

d)

Install Package

The final of 3 pages in the install wizard, this page asks you to click Install to complete the installation. There is an optional checkbox to Ignore Apex test failures. Doing so will ignore potential conflicts with existing triggers and other features already implemented inside your Salesforce instance. It is recommended that you first try to install without ignoring the test failures. Note: If there are test failures, they will appear on the next screen instead of going to deployment. Review the failures to see if there are any critical issues and proceed if there is nothing of consequence. Click Install This process can take up to a few minutes. Consult the browser status bar to see the status from Salesforce.com.

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Get Satisfaction for Salesforce Install Guide

3. Configuration
Step 1. Configure 'Get Satisfaction for Salesforce' app In Salesforce: a) Go to Setup | View Installed Packages Click 'Configure' next to 'Get Satisfaction for Salesforce'

b) Enter Get Satisfaction Company ID. You can obtain this number by opening a new browser window and navigating to: https://api.getsatisfaction.com/companies/<community_name>

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Get Satisfaction for Salesforce Install Guide

c) Enter Get Satisfaction 'Fast Pass' Credentials - Secret Key and Fastpass ID, from Admin Area of Get Satisfaction You can obtain these by going to the Get Satisfaction admin section (you must be a Get Sat admin).

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Get Satisfaction for Salesforce Install Guide

d) The Company Name is a simple string that identifies the name of your community. This field is only used for displaying purposes (its not used to configure the integration). e) Choose 'Case Creation Business Rules' Select which Get Satisfaction Topic Types (Idea, Question, Problem, Praise) you want to automatically create Salesforce cases from. Each time one of the selected topic types is imported into Salesforce, a case will be automatically created. Step 2 - Configure Get Satisfaction Integration Settings a) In your Get Satisfaction Community - Go to Admin | Integrations b) Select 'Salesforce.com' and click 'Add Integration' c) Make sure that you dont have a running SFDC session in your browser d) Authorize the app. The user who authorizes the app: Needs to be a Salesforce System Administrator (or have at least the permissions listed in Appendix A) Will be the owner of the records on Salesforce e) Choose 'Synch All Items to Salesforce' or 'Manually Export to Salesforce' Synch All Items to Salesforce = Every Get Satisfaction topic will sync to SFDC Manually Export to Salesforce = You will manually export individual topics from Get Satisfaction to SFDC f) Click Save or Update to confirm validity of credentials

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Get Satisfaction for Salesforce Install Guide 4. 4. Post Install Instructions

You have installed the patch, but now you need to update your Salesforce dashboard

Add Reply Status Field on Cases Go"to"Setup"Page"

Custom Field Go"to"App"Setup">"Customize">"Cases">"Fields"

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Get Satisfaction for Salesforce Install Guide

New Custom Field on Case Click "New" in Cases "Custom Fields & Relationships" section New custom field on Case

Create New Formula Field Select "Formula" as the Data Type and then click "Next"

Select Formula Option

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Get Satisfaction for Salesforce Install Guide

Set "Field" Label: "Reply Status" and "Formula" Return Type ="Text"

Click on "Advanced Formula" tab Enter "Formula: TEXT(GETSAT_TOPIC__Topic__r.GETSAT_TOPIC__Reply_Status__c)"

Scroll down to "Blank Field" Handling section" Select the "Treat blank fields as blanks" option" Click "Next"

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Get Satisfaction for Salesforce Install Guide

Set "Field Visibility" settings

Add to Page Layout and Save

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Get Satisfaction for Salesforce Install Guide

Go to a Case Click "Edit Layout"

Remove Old "Reply Status" Field from Layout (New field is Read Only and has the lock icon) Save

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Get Satisfaction for Salesforce Install Guide

5. Post-installation suggested test cases

1. Import a topic to SFDC Create a test topic in Get Satisfaction Verify that the topic is on SFDC 2. Create contact from the new Topic Click 'create contact' on new 'topic' in salesforce, verify that the 3. Post a Reply on SFDC Post a reply to the topic in SFDC a. You will see a popup that asks you to authenticate on Get Satisfaction b. An authentication token will be stored on SFDC, and you wont be asked to enter your Get Satisfaction credentials going forward Verify that the reply is also on Get Satisfaction 4. Post a reply on Get Satisfaction Post a reply to the topic on Get Satisfaction Verify that the reply is also on SFDC 5. Post a topic from SFDC Verify that the topic is also on Get Satisfaction

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Get Satisfaction for Salesforce Install Guide

Appendix A - Integration user permissions

1. Custom App Setting

2. Custom Object Permissions

3. Field Level Security a) Topics

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Get Satisfaction for Salesforce Install Guide

b) Replies

c) Get Sat Config

3. Tab Settings

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Get Satisfaction for Salesforce Install Guide

5. Enabled Visualforce Page Access

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