Using Resource Selector to define complex Conditions & Actions
Updated
The Resource Selector enables you to transfer, reference, and synchronize data across multiple Customer Feedback Management (CFM) assets within workflows. Supported data sources include profiles, transactions, survey responses, response custom fields, hierarchy data, AI-based text analytics, and Salesforce outbound data.
By providing access to relevant CFM entities through a unified selector, this capability simplifies workflow configuration and ensures consistent behavior across workflow types. It also facilitates seamless data movement between internal CFM assets and external systems such as Salesforce, allowing you to build more streamlined, reliable, and scalable workflows without manual data stitching.
Business Use Cases
Unified data mapping across CFM assets: Organizations often need to maintain consistency across data sources such as survey responses, customer profiles, and transaction records.
With the Resource Selector, teams can map and transfer data seamlessly between these assets within a single workflow. This eliminates the need for manual exports, multiple workflows, or external data processing.
As a result, teams can ensure data consistency, reduce operational effort, and build streamlined, reliable workflows that scale efficiently.
Sync survey responses to Salesforce: Organizations often need to ensure that customer feedback collected through surveys is reflected accurately in their CRM systems.
With the Resource Selector, teams can map and sync survey responses, response custom fields, and profile data directly to Salesforce records within a single workflow. This removes the need for manual data mapping or separate integration processes.
As a result, teams can maintain up-to-date and consistent customer data in Salesforce, reduce the risk of errors, and streamline their data integration workflows.
Prerequisites
The features is generally available as part of Customer Feedback Management.
Setting Up
Navigate to CFM Persona App and access a Survey under a Project and then go to Workflows.
This capability is available across all four workflow events:
Salesforce Outbound Message
Survey Response
Transaction Record Event
CFM Workflow API Event
When configuring actions or conditions, you can select values using the Resource Selector, which exposes only the supported CFM entities based on the workflow event.
Supported Nodes
The Resource Selector is available in:
Create Record
Update Record
Send Message
Decision Box
Custom Field Actions
Update Properties
Schedule
API
Salesforce Sync
Auto-Linking Behavior
Profiles and transactions are automatically linked based on the workflow trigger.
In response workflows, every entity is associated with the initiating survey response, which includes:
Profile
Transaction
Distribution Case
The Response itself.
Profiles generated during workflows are automatically linked to the response.
Salesforce Sync
The updated Salesforce Sync node is powered by the Resource Selector for streamlined data mapping.
It supports Groovy scripting and Salesforce variables to enable flexible and dynamic data synchronization.
Feature Validation
Configure a workflow: Create a workflow to copy or synchronize data across profiles, transactions, or survey responses using the Resource Selector.
Trigger the workflow: Configure a trigger based on events such as a survey response, transaction update, Salesforce outbound message, or API call.
Verify data transfer: Validate that the selected fields are correctly copied or updated across the targeted assets.
Test upsert behavior: Submit multiple responses using the same identifier (such as email or phone number) and confirm that existing profiles are updated instead of creating duplicates.
Validate Salesforce sync: Ensure that all mapped fields are accurately populated in the corresponding Salesforce records.
Key points to note
Hierarchy fields are supported only via Get Records.
Hierarchy fields cannot be updated directly.
Some response metadata fields are intentionally excluded from scope.