Overview

This article provides a step-by-step guide on how to update a Salesforce Contact record with an NPS Score after a submission through AdvocateHub or AdvocateAnywhere using Zapier. It includes prerequisites, setting up webhooks, and configuring triggers and actions in Zapier.

 

Information

The following sections detail the process of connecting AdvocateHub to Salesforce using Zapier to automate the update of NPS scores upon challenge submissions.

 

Part I - Setting up the webhook in your AdvocateHub

1. Click on your name in the top right of Admin View and go to Settings > Systems > Webhooks
2. Click on Add a Webhook
3. Give your webhook a name
4. Skip the Webhook Provider URL field for now (you will get this in Part II)
5. Scroll down and check the box beside Provided Net Promoter Score
6. Open up a new tab and continue to Part II. Don't save or close your webhook yet.

 

Part II - Setting up the Zap

A. Setting up the Trigger

1. Go to Zapier and click on Make a New Zap

2. For your Trigger choose, Webhooks > Catch Hook

3. From the View Webhook step, copy the given URL

4. Return to your tab with the AdvocateHub webhook creation window open.

5. Scroll to the top of the window and paste the URL into the Webhook Provider URL field

6. Save your webhook and go back to Zapier

7. Continue on to Test this Step and follow this process:

• a. Click the OK, I did this button
• b. While the system is "Looking for the hook", quickly go complete the challenge in your Hub or on AdvocateAnywhere

9. Return to Zapier, where within a minute or so, Zapier should recognize your test

10. Hit Continue to move on

B. Finding the Contact

1. As your second step, use an Action and choose Salesforce > Find a Contact

2. Connect your Salesforce account when prompted

3. In the Field to Search By field, choose email

4. In the Search Value field, choose Contact[email]

5. Optionally, you may choose to create a Salesforce Contact if one isn't found. Just check the appropriate box.

6. Continue and test this step.

C. Updating the Contact

1. As your Action, choose Salesforce > Update a Contact

2. Connect your Salesforce account and continue

3. In the Edit Template section, click the drop down for ID and choose Use a Custom Value (near the very bottom of the list)

4. In the Custom Value for ID ID field, scroll down to the list beginning with 2. Find a Contact and choose ID (see below)

The resulting selection will look like this:

6. Scroll down, do find the field you'd like to update in Salesforce. In this example, we're using NPS Score - a custom field I created, but any field is able to be used.

In the drop down, choose from (1) Catch Hook, the Parameters[Responses] option which corresponds to the answer which you'd like to use to populate the field. You'll know because the answer will be visible. In this case I can see the NPS score of 9, so I know it's correct.

7. Scroll down, hit Continue and test out your Zap.

8. If everything is working well, then you're done!

 

FAQ

What prerequisites are needed to update Salesforce with NPS submissions using Zapier?

You must have a paid Zapier account, know the Salesforce field name where information will be passed, and if using AdvocateAnywhere, it must be in place on your website behind a login.

How do I set up a webhook in AdvocateHub?

Navigate to Admin View, go to Settings > Systems > Webhooks, click on Add a Webhook, give it a name, and select the events you want to trigger the webhook, such as Provided Net Promoter Score.

How do I configure the Zap in Zapier to update Salesforce?

Set up the trigger using Webhooks by Zapier, find the contact in Salesforce using the Find a Contact action, and update the contact with the NPS score using the Update a Contact action.