SurveyMonkey for Salesforce

ARTICLE

SurveyMonkey for Salesforce

Salesforce

Paid feature
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Get the integration! SurveyMonkey for Salesforce is an Enterprise add-on (English only). Contact Sales or your Customer Success Manager (CSM).

SurveyMonkey for Salesforce automates workflows to trigger surveys and pushes data back to Salesforce records for in-context analysis. Create reports, dashboards, and automate 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.

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 Connect or Connect Sandbox to connect another Salesforce instance.

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 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.

If you need little to no customization, you can use a Managed Package. This convenient, out of the box option sets up object mapping for you, so you will not need to build a custom object or fields in Salesforce to hold your response data. To use managed packages, follow the steps in the section on connecting your survey.

If you need more custom mapping, 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 record. These records include the question and answer, as well as several pieces of survey metadata.The 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.

How to Connect a Survey

To connect and map a survey to Salesforce, click Connect Survey. Select a survey title from the dropdown and click Next. Surveys are listed by title, not by nickname.

Follow the steps below based on your object mapping.

  • Mapping to SurveyMonkey Response Object (Managed Package)
  • Mapping to a Standard or Custom Object

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

You can send your survey with a Web Link pasted into your own email, or a custom Email Invitation.

If you are using Piping or Advanced Branching with custom variables, please use the Web Link deployment option. A Web Link will let your Salesforce data inform your survey logic or customize your survey questions.

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

The Email Invitation collector is used with a Salesforce Outbound Message. First, make sure your workflow rule criteria is met in Salesforce to trigger the Outbound Message. Then, you can set up your Email Invitation collector in SurveyMonkey—customize your message, set the collector options, and click Resume Later once your email invitation is final and ready to go.

To use an email invitation:

  1. In the deployment step of your mapping, select your collector from the dropdown. It will labeled as a Draft, not Open.
  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. These Salesforce fields will be sent with the Outbound Message, so they must be available fields on the object you are monitoring. For more information, see the Common Questions for Email Invitations section below.
  5. If you selected custom variables in your object mappings, map these to their corresponding Salesforce fields. Again, these Salesforce fields will be sent with the Outbound Message so they must be available fields on the object you are monitoring.
  6. Click Save Mapping.
  7. Copy the URL.
  8. In Salesforce, create a new Outbound Message or pull up an existing one.
  9. Paste the URL as the Endpoint URL.
  10. In Fields to Send, add the Email and any other custom variables referenced in your Custom Variable Mappings. These fields will be sent in your Outbound Message. For more information, see the Common Questions for Email Invitations section below.
  11. Save and test your workflow rule. You can immediately check your collector in SurveyMonkey to confirm an email invitation is pending.

When you're ready to send, the message status in SurveyMonkey will update to Sent once your Outbound Message in Salesforce has successfully sent.

Common Questions for Email Invitations

  • Step 4: How do I select an object to monitor and/or the email field?
  • Step 10: How do I know which fields to send?
  • What happens if my email invitation is not showing as Sent or Pending?
  • Can I change my email message after I've received responses?

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.

View Shared Mappings

To view the team's shared mappings, hover over the down arrownext 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 and Components

The Lightning flow lets Salesforce users take or send in-the-moment surveys directly from Account, Contact, or Lead objects. Salesforce users can take a survey within Salesforce, for example, to provide feedback that a customer gave a rep over the phone.

The SurveyMonkey Lightning component lets Salesforce users send a survey to one or more Contacts off any object. By default, it uses the email tied to the object, but you can send to a different email as long as the Contact already exists in Salesforce. A common use case is to send ad-hoc surveys to Contacts in Salesforce related to an object. For example, you can collect feedback for contacts cc’d on a case.

The Survey Response Visualization Lightning component lets you see the responses from the survey that were completed via the component or flow. Response data is stored in SurveyMonkey Response records, which are related to the object the survey was sent from.

Set up Lightning Flows

Use the SurveyMonkey Setup Assistant from the App menu 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 App Launcher icon.
  2. Click SurveyMonkey Setup.
  3. In the Setup Assistant, click Get Started 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 check the Create or edit survey responses in your account checkbox. Follow the instructions to establish a connection to SurveyMonkey.
  7. Click Next.
  8. Your System connection is now complete. Select Continue.
  9. Click + Add Survey Set to create a new survey set (you may need to refresh the page to see your surveys). If you want to edit a Survey set, click the (pen) Edit icon.
  10. Create a Survey Set Name.
  11. Select the Objects to Map—Contact, Lead, or Case.
  12. Select surveys from All Available Surveys, click > the arrow to move them to the Surveys In This Set field. You’ll need to update your survey set if you add additional surveys.
  13. Click Create Set.

Send Surveys via SurveyMonkey Lightning Component

Sending the survey from the component creates a new email invitation collector to send the survey and it uses default SurveyMonkey branding.

To add the component:

  1. Go to a record for the object you want to add the SurveyMonkey flow to send or take surveys.
  2. Click Setup (the gear icon).
  3. Click Edit Page.
  4. Scroll down to the Custom—Managed Components section.
  5. Drag and drop the SurveyMonkey and/or Survey Response Visualization components where you want them on the page layout.
  6. Click Save. You may have to click Activate if you don’t see the component on the page. 

Take or Send Surveys via the Lightning Flow

To add the flow:

  1. Go to a record for the object you want to add the SurveyMonkey flow to send or take surveys.
  2. Click Setup (the gear icon).
  3. Click Edit Page.
  4. Scroll up to the Standard section.
  5. Drag and drop Flow onto the page to open the right side option.
  6. Click on the default option to display the dropdown.
  7. Select surveyMonkeyFlow.
  8. Check Pass Record ID into the Variable checkbox.
  9. Select Save.

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