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SurveyMonkey for Salesforce

Get the integration! The SurveyMonkey for Salesforce integration is available in English only as an Enterprise add-on. If you’re interested, contact sales »
If you’re a current Enterprise customer with questions, contact your Customer Success Manager (CSM).

The SurveyMonkey for Salesforce integration lets you automate workflows to trigger surveys and push survey data back to Salesforce records for in-context analysis. You can create reports and dashboards and automate other workflow rules to take action on feedback.

When you streamline workflows, you can better understand, measure, and react to various customer interactions to improve the overall health of your business relationships.

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Accessing the Integration

To access the integration:

  1. Log in to your SurveyMonkey account.
  2. Click the Products icon and select Integrations & Plug-ins.
  3. Select Salesforce.
  4. To select an already connected account, click on the username. Or, click Add Account or Add Sandbox Account to connect another Salesforce instance.
TIP! Your CSM will guide you through connecting the integration for the first time.

Use the links near the top of the page to jump to key areas of the integration.

LinkDescription
SalesforceAccess or add a Salesforce instance
MappingsView or copy a connected survey or connect a new survey
ConfigureSelect a survey, set up your Object Mapping, choose how to send your survey, and get your URL

 

How Mapping Works

When you connect a survey, you also set up your object mapping and select additional actions so your survey responses sync to the Salesforce record of your choice.

You can choose to map responses to:

  • A custom object
  • A standard Salesforce object
  • The SurveyMonkey response object

You can also select from the following actions:

ActionWhat it doesSelect this action when mapping to
Sync all responses to SurveyMonkey's Response objectWhen a survey taker clicks Done on the last page of the survey, each answered survey question creates a SurveyMonkey Response recordThe SurveyMonkey Response Object
Sync partial responses to SalesforceEach time a survey taker clicks Next to move on in the survey, each answered question on that page will sync, rather than syncing upon survey completionA custom object, a standard Salesforce object, or the SurveyMonkey Response Object
Disable active assignment rules on creating or updating Salesforce recordsActive assignment rules aren't re-applied when Accounts, Cases, or Leads records are created or updatedA custom object, a standard Salesforce object, or the SurveyMonkey Response Object

Mapping Action Options

You can choose to map responses to new or existing Salesforce records:

Mapping actionWhat it does
Create a newCreate a new object in Salesforce for each survey response. This option doesn't check to see if the record already exists—it just creates a new record each time.
Update an existing

Use your query mapping to find existing objects. If an object exists, it's updated. If the object doesn't exist, an entry is added to your Error Log.

When you select this option, you can choose to Overwrite record fields that have existing values.

Update or createUse your query mapping to find existing objects. If an object exists, it's updated. If it doesn't exist, a new object is created.

Mapping Types

There are 3 mapping types that sync your data to Salesforce:

Mapping typeWhat it doesWhen to use
Query mappingsQuery mappings tell the integration how to find existing records.Available when you're updating existing records
Field mappings

Field mapping lets the integration map your SurveyMonkey response and metadata to the appropriate Salesforce object fields.

You can map any response field to one or more objects in Salesforce. If a field fails to transfer, an entry is added to your Error Log.

Available with all mapping actions but not necessary when mapping to the SurveyMonkey Response Object
Hidden mappingsHidden mappings pass static values through to an object field each time a survey response comes in. For example, you can send a record type ID to designate which record type a survey should sync to if multiple exist for your object.(Optional) Available with all mapping actions but not necessary when mapping to the SurveyMonkey Response Object

The Field Mapping Guide shows how SurveyMonkey questions and metadata can be mapped to Salesforce object fields.

 

Connecting a Survey and Mapping Data

From the Connected Surveys page, you can connect surveys and map response data to Salesforce records. Or, you can select a connected survey to edit, duplicate, or delete from the Actions menu.

Connecting a Survey to a Custom or Standard Salesforce Object

To connect and map a survey to Salesforce:

  1. Click Connect Survey.
  2. Select a survey title from the dropdown and click Next. Surveys are listed by title, not by nickname.
  3. Click Add Object Mapping or click the ö Edit icon to review your mapping selections.
  4. Click Select an Action to create a new record in Salesforce, update an existing record, or do a combination of the two. To create a new record, select Create a New.
  5. Click Select an object to choose the record you want to map your responses to.
  6. Click Add Survey Field Mapping to select a survey field and map it to a Salesforce object field. You can select an existing or new Custom Variable to pass known info about a survey taker through your survey (for example, Account ID or Case ID).
  7. (Optional) Click Add Hidden Field Mapping to pass static values through to an object field.
  8. Click Save Object.
  9. (Optional) Once back on the Object Mappings page, click Disable active assignment rules on creating or updating Salesforce records.
  10. Click Next.
Connecting a Survey to the SurveyMonkey Response Object

To connect and map a survey to Salesforce:

  1. Click Connect Survey.
  2. Select a survey title from the dropdown and click Next. Surveys are listed by title, not by nickname.
  3. Click on Sync all responses to SurveyMonkey’s Response object or Sync partial responses to Salesforce. The first time you do this, you’ll be prompted to install the package in your Salesforce instance.
  4. (Optional) Click Disable active assignment rules on creating or updating Salesforce records.
  5. Click Add Object Mapping or click the ö Edit icon to review your mapping selections.
  6. Click Select an Action and select Update an Existing. Select an object to associate survey responses to.
  7. Query Mappings displays to let you pass the record ID through a custom variable.
  8. Click Save Object.
  9. (Optional) If you want to associate your survey responses to multiple objects, repeat steps 5 – 8.
  10. Once you're back on the Object Mappings page, click Next.
TIP! Copy survey mappings to another Sandbox or Production account—select a survey, click Copy to account, Select an account to copy the mappings to, and click Save.

 

Deployment Options

Send a Web Link in an Email

When you choose the Web Link deployment option, we'll provide you with a URL to paste into Salesforce or another email client.

To use a Web Link:

  1. Select an existing web link collector or select New Web Link.
  2. Copy the URL. It includes the custom variables you chose to map to the object.
  3. Go to your email client and paste in the URL. You may need to update the custom variables in your web link with your {Merge fields}.
  4. (Optional) Send the email template to yourself as a test. Take the survey and view the Audit Log to confirm your responses sync to Salesforce.

Send a SurveyMonkey Email Invitation

You can set up your Email Invitation collector in SurveyMonkey—add your own email address as a recipient, customize your message, and set the collector options. Once your email invitation is final and ready to go, click Resume Later.

To use an email invitation:

  1. Select your collector from the dropdown.
  2. Click Customize Message to select your survey, existing email invitation, and message. If you don't select a draft message, we'll use the SurveyMonkey default email message.
  3. If the preview looks good, click Confirm.
  4. Select an object to monitor and the email field to pull from.
  5. If you selected custom variables in your object mappings, you can map the outbound message object fields to the custom variables you selected.
  6. Click Save Mapping.
  7. Copy the URL.
  8. Pull up your Outbound Message.
  9. Paste the URL as the Endpoint URL.
  10. Add the Email, Id, and any other custom variables referenced in your Custom Variable Mappings to Case fields.

The message status in SurveyMonkey will update to Sent once your Outbound Message in Salesforce has successfully sent.

It's not possible to use Piping or Advanced Branching with your custom variables.

 

Share Mappings with Your Team

Shared Mappings give your team visibility into your survey mappings for better collaboration.

Share Your Mappings

To let your team access your surveys and mappings:

  1. From SurveyMonkey, share surveys with your team members. Make sure you give Full Access permissions to the Design Survey section.
  2. From the SurveyMonkey for Salesforce integration, go to My Mappings and click the Shared toggle for surveys you want to make available.
Don't see the Shared column in My Mappings? Contact your CSM to activate the feature for your team.

View Shared Mappings

To view the team's shared mappings, hover over the down arrow next to Connected Accounts or My Mappings and select Shared Mappings.

Team members can Edit Shared Mappings but can't view the deployment options page. To get the invitation URL, team members can contact the survey owner.

 

SurveyMonkey Einstein Bot Extension App

If you’re using Einstein Bots on your custom website or Salesforce Community site, you can use the SurveyMonkey Einstein Bot Extension app to gather feedback about your customer’s Einstein Bot experience.

After installing the SurveyMonkey Einstein Bot Extension app, a new survey will appear in My Surveys. You can use the default questions in the survey or edit the survey in SurveyMonkey to customize it for your audience.

All SurveyMonkey Einstein Bot Extension responses are stored in the Analyze Results section of your survey in SurveyMonkey. Plus, you can connect and map the survey data to any Salesforce record.

TIP! The SurveyMonkey Einstein Bot Extension app is available to customers using the Lightning Experience.

 

Lightning Flows

Lightning flows let Salesforce users take or send in-the-moment surveys to Accounts, Contacts, or Leads—that way you don't have to automate a workflow to trigger a survey.

All survey responses sync back to the SurveyMonkey response object. You can see them in the Survey Response Visualization component.

Lightning flows are limited to customers using the Lightning Experience in Salesforce.

Set up Lightning Flows v 2.0

Use the SurveyMonkey Setup Assistant to set up your System Connections and create and manage survey sets for Lightning Flows. Users need permission to set up Lightning pages and Lightning setup—contact your Salesforce administrator if you need assistance.

To set up your System Connections and Lightning Flow Management:

  1. In Salesforce, click the Grid Box icon.
  2. Click SurveyMonkey Setup.
  3. In the Setup Assistant, click Edit next to System Connections.
  4. Click Authorize and follow the instructions to set up a connection to Salesforce.
  5. Click Next.
  6. Click Authorize and follow the instructions to establish a connection to SurveyMonkey.
  7. Click Next.
  8. Your System connection is now complete. Click Finish.
  9. Click Edit next to Lightning Flow Management.
  10. Click + Add Survey Set to create a new survey set. If you want to edit a Survey set, click the [pen] Edit icon.
  11. Create a Survey Set Name.
  12. Select the Objects to Map—Contact, Lead, or Case.
  13. Select surveys from All Available Surveys, click > the arrow to move them to the Surveys In This Set field.
  14. Click Create Set.

Take or Send Surveys via Lightning Flows

To take or send surveys from the survey sets, add the SurveyMonkey component and Survey Response Visualization component to a lightning Account, Contact, or Lead record.

To use Lightning Flows to take or send surveys:

  1. From the Lead, Contact, or Case tab, click Next on the SurveyMonkey component tile.
  2. Search the available surveys from your Survey Set.
  3. Select whether to Send this survey or Take this survey. Surveys are sent to the default email address assigned to the Lead, Contact, or Case.
  4. Click Next.

The Survey Response Visualization component lets you view your mappings and click through to view responses.

 

Audit Logs and Errors

Click Mappings near the top of the page to see a survey's audit logs or errors. You can click the i Audit log icon to view your successful syncs or click the ! Error icon to view an error description.

 

Use Cases Examples

You can chat with your CSM about your specific use case so you can best utilize the integration. Organizations use the SurveyMonkey for Salesforce integration in many different ways, depending on how they use Salesforce. Below are some common use cases.

Use Case / Survey TypeExample
Post-Support SatisfactionAfter a customer interaction, like closing a case, send customers a satisfaction survey to gather prompt feedback. Once your survey data is in Salesforce, you can filter and segment your data by other fields on the same object to gather insights.
Post EventAfter hosting an event, gather feedback from attendees based on an automation from a campaign, contacts, or accounts. The survey data syncs to the campaign where you can gain insights to prove your efforts are well spent or identify ways to improve future events.
Won-Lost SalesSend a survey after an opportunity is won and send a different survey to follow up on a lost opportunity. The data can help you better understand what works best for your sales team to enhance your sales process.
Customer Touchpoint SurveyGather feedback at various milestones of a customer's lifecycle with your organization. For example, send surveys after onboarding, a recent renewal, or a project launch. Then sync the results to a contact record to better understand the customer's sentiments over time.
Relational Satisfaction SurveyConnect with your customer base at key intervals throughout the year to assess the overall health of your relationship. Unlike the transactional use cases above, this feedback isn't specific to a recent experience.

 

Common Questions

How do I tie my responses to a specific record in Salesforce?

First, check that you included Custom Variables in your survey mapping—either your survey field mapping or query mapping, depending on your mapping action.

If your variables are mapped, the merge fields in your survey URL may need to be updated if your sending platform's {Merge field} differs from Salesforce. For example, Pardot uses different merge fields than Salesforce. Check the {Merge field} in the survey URL and replace it with the correct merge field from your sending platform.

If you’re sending an Email Invitation, contact your CSM for assistance.

Will survey responses collected before I connected the integration populate in Salesforce?

No—only responses that you collect after the integration is connected can be mapped to Salesforce.

 

The SurveyMonkey for Salesforce integration lets you automate workflows to trigger surveys and push survey data back to Salesforce records for in-context analysis.

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