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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.

Navigating the Integration

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 connected surveys 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

Field Mapping Guide

This is how SurveyMonkey questions and metadata can be mapped to Salesforce object fields.

SurveyMonkey Question or MetadataSalesforce Field
Multiple Choice questionPicklist or Text
Checkbox questionMulti-select Picklist or Text
Dropdown questionPicklist or Text
Star Rating question

Create 2 fields:

  • Picklist or Text for answer choice label
  • Number for weight
Matrix/Rating Scale questionFor each Matrix row, create 2 fields:
  • Picklist or Text for answer choice label
  • Number for question weight
Matrix of Dropdown MenusFor each dropdown, create a Picklist or Text
File Upload questionFiles don't transfer to Salesforce. To see File Uploads go to the Analyze Responses section in SurveyMonkey.
Ranking questionFor each answer choice, create a Number
NPS question (create three fields):
  • Response (0 - 10)
  • Normalized (1, 0, or -1)
  • Label (promoter, passive, detractor)

  • Number (2 digits)
  • Number (1 digit)
  • Unrestricted Picklist or Text
Image Choice captionsPicklist or Text
Slider questionNumber

Single Textbox question (consider your response input):

  • Text
  • Whole or decimal number
  • Date
  • Email


  • Text
  • Number
  • Date
  • Email Address
Multiple Textboxes question1 Text field per row
Comment box questionText area long or Text area rich
Contact Information question (Demographic)1 Text per row

Date/Time question:

  • Date info
  • Time info

  • Date
  • Date time
Survey titlePicklist or Text
Survey ID Number (15 digits)
Collector namePicklist or Text
Collector ID Number (15 digits)
Recipient IDNumber (15 digits)
Response IDNumber (15 digits)
Response statusText (20)
Response duration Number
Response creation date Date
Response modified dateDate
Response edit URLURL
Response analyze URLURL
Response IP address Text
Recipient first nameText
Recipient last name Text
Recipient emailEmail

 

Connecting a Survey and Mapping Data

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.

 

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.

 

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 Salesfoce. 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.

Can I share or transfer mappings to other accounts in my Enterprise team?

Unfortunately, it isn't possible to share or transfer mappings to other team members.

How do I move my mapping from Sandbox to Production?

There isn’t a way to transfer your mappings from your Sandbox to Production instance. You need to rebuild your mappings in your Production instance.

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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