Connect customer experience from Salesforce to strategy in Cascade
  • 19 May 2023
  • 5 Minutes to read
  • Contributors

Connect customer experience from Salesforce to strategy in Cascade

Article Summary

Whether you’re a strategic leader responsible for customer retention and expansion or an operational leader driving customer relationships, bringing your customer experience metrics closer to your strategy will help you drive faster results and improve your brand value.

Integrate Salesforce with Cascade to bring visibility on your key metrics like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), revenue per region, customer renewal and churn rate, and so on. With this integration, you can automatically update your measures in Cascade, and report accurate progress on your strategic objectives.

Eliminate the need to go back and forth between Cascade and Salesforce accounts. Keep your data up-to-date, accurate, and right where you need it. Save time spent on reporting and monitoring your strategy.

Being that one source of truth with centralized access to all company data, Cascade provides the ability to transform statistical information into actionable insights and a compelling narrative with effective data storytelling!


Before you establish the connection, it is important that these prerequisites are met:


  • A valid Enterprise account and workspace in Cascade.
  • A 'Measure' that is associated with your 'Objective' in the plan that you created in Cascade, and want to link to your Salesforce account.


  • An Enterprise or unlimited tier Salesforce account.
  • Lightning version of Salesforce account.

Integrate Salesforce with Cascade:

Step 1: Connect your Salesforce with Cascade

It is important to establish a connection between Salesforce and Cascade to start integrating the measures. This connection can then be used by all the other measures in that workspace which have their progress in Salesforce.

From Integrations > Metrics & measures tab, click Connect in Salesforce. Give the connection a name, and set it up as a private or shared connection.

Follow the instructions to connect your Salesforce account with Cascade.

A private connection can be used by only the person who created it, while a shared connection can be seen and used by everyone in your account for automating measure's progress.

On successful authentication, the connection is added. With the same connection, you can now start managing your measures, and track with preset KPIs and Salesforce's insights!

Step 2: Sync the progress of measures in Salesforce to the relevant measures in Cascade

Now, to sync the progress made in a Salesforce record to a measure in Cascade, you’ll need to get those details into the Cascade workspace!

  1. From the Edit measure sidebar, choose tracking as Salesforce.
  2. Either choose an existing connection, or create one to establish a connection between Salesforce and Cascade.
  3. Once the accounts are connected, choose the relevant KPI, and add filters to fetch information at a granular level. For example, if the chosen KPI is Sales performance, the insights that you can fetch are - sales performance by representatives, account, campaign, or lead source.
  4. Define the initial and target values for the measure, and if you need to customize it, toggle the maintain measure option to optimize further.

Refer Integrate Salesforce with Cascade article for detailed information.

You have now successfully enabled the tracking! Once hooked up, it'll automatically update with the most current value, and given the update frequency they’ve selected, bring in historical values for the chosen KPI.

The sync happens every one hour, and you can click Refresh sync now to poll the data immediately.

Some tips:

  • This is a native integration, only few KPIs are available with it. If you wish to pull some other metrics from Salesforce, then you can do it via Zapier. See How to Use Zapier with Cascadeto establish a connection between Zapier and Cascade.
    • Create a zap to automate the workflow between Salesforce and Cascade.
    • Set up the relevant trigger from Salesforce.
    • Note the value that needs to be mapped to Cascade’s measure.
    • Set up the action in Cascade - choose to either update current or historical progress of measure in Cascade.
    • Select the workspace, plan, and measure details in Cascade.
    • Choose the measure value from the triggered values obtained from the Salesforce event.
    You can also run a query to fetch a dataset from Salesforce to decide on what values you need to bring into Cascade. To understand the different triggers from Salesforce, troubleshooting, and other related help information with the Salesforce-Zapier workflows, please search for "Salesforce" in the Zapier Help Center!
    You've now successfully established the trigger and action. Now, with ease and no efforts from you, your values will get updated automatically in Cascade, every time the relevant event is triggered in Salesforce!
  • You can add your own custom unit if you do not find the unit of your choice. Just enter the text or symbol, and it’ll prompt you to add it to the list.
  • Choose the options under “maintain metric” when you need to customize the health of your measure.


This integration provides you with all the elements for an effective “data storytelling”.

  • Bring precise and up-to-date “data”: Track the progress precisely and on time with automatic sync between the Salesforce records and the measures in Cascade.
  • Build engaging “visuals”: Visualize the progress with the various measure widgets and custom charts in the dashboards.
  • Create compelling “narratives”: Build reports to make guided decisions based on the progress made in these measures and thereby the objectives in the plans.


What Salesforce subscription do I need?

You need to have an enterprise or unlimited tier subscription since Salesforce restricts access to its API for certain subscriptions. This means that you'll only be able to use our Salesforce integration if it's included in your subscription. Ask your Salesforce admin or support representative to check if you have access.

Can I connect my login multiple times?

No, connections are based on logging in to a Salesforce account. You can create only one connection per Salesforce login in Cascade. This means that you can authenticate your username in Salesforce only once for your whole Cascade instance. If you want to share your connection with other members in Cascade, make sure your connection is set to Shared!

I'm getting a "Connection does not work" error message.

Check if the connection is a private or shared connection. If a connection is private, then you might see this error. If it's a shared connection, and you still see this error, then the best option is to delete the connection and reconnect. Go to Integrations and use the trash icon to delete the connection. Follow the preceding instructions to set up a new connection. See How to delete a connection for details.

My Updated Field on Record trigger returns a sample that doesn't match the settings I selected

When looking for a sample, the Updated Field on Record trigger will bring the most recently updated record, even if it doesn't match the value selected in the Field Updated To field. This is expected behavior, but it doesn't affect the Zap when it runs. It will only trigger for the specific value selected for that field.

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