This article presents the most common use cases and outlines what is typically required to build these integrations.
💬 Need something else?
These are just examples — other integrations are possible. If you have a different use case in mind, please reach out to your CS manager or Netigate Sales rep, and they can work with our integrations team to fit your needs.
🛠️ Shared Prerequisites for All Salesforce Integrations
To enable any Salesforce integration, the following is required:
Salesforce user access
A user account should be created for our integration team to access the dataSOQL query
A Salesforce Object Query Language (SOQL) query must be provided to define what data should be pulledHistory timeframe
We need to know from which date onward historical data should be loaded (if applicable)
📘 Example 1: Survey Data to Netigate Insights
In this scenario, Salesforce is used to store survey results, which are then pushed into Netigate Insights.
Required SOQL query (example):
sqlCopy
SELECT id, date, nps__c, comment__c, date FROM object123 WHERE CreatedDate = YESTERDAYInformation needed:
The exact fields to include in the export
Timeframe for historical data load
Ongoing update schedule (e.g., daily)
📘 Example 2: Support Ticket Conversations to Netigate Insights
In this case, Salesforce is used to store customer support conversations (e.g., from Service Cloud). We extract the full conversation history associated with tickets.
SOQL query will be similar in structure to the survey data case, but:
The object will be related to support conversations
Instead of one record per feedback, there may be multiple records per case/ticket, depending on how messages are stored
Information needed:
Which objects represent conversations
Fields to include (e.g., sender, message text, timestamp)
Timeframe for historical conversation pull
📘 Example 3: Data Enrichment via Salesforce
In this setup, Salesforce is used to enrich existing feedback or CRM data in Netigate Insights. For example, we may use Salesforce to look up company-related metadata based on a shared key.
Primary key required:
Example:
salesforceAccountId,contactEmail, or other unique identifier
Data fields to pull:
Must be specified based on what context should be added (e.g., account status, industry, region)
Typical use cases:
Enriching a Netigate feedback with account metadata
Matching CRM data with Insights segments
📌 Next Steps
Identify which of the above use cases applies
Collect:
Salesforce user access for our team
The SOQL query to define the data scope
History load timeframe (if any)
Any special requirements or schedule for syncing
Contact your CS or Netigate Sales rep with this information
They will open a discussion in the #integration channel.
A ticket will be created to begin the integration work