With SurveyMonkey for Salesforce, you can build automations to trigger surveys and push data back to Salesforce records for in-context analysis. Create reports, dashboards, and automate flows to take action on feedback.
This guide helps you get ready to send survey data to Salesforce. Follow the steps below to get started. Then, read our guide, Using SurveyMonkey for Salesforce, to create your mappings and send your survey.
Make sure you have the Salesforce and SurveyMonkey permissions you need to set up the integration.
All your mappings are saved to the Salesforce account you connect to. If possible, use an integration Salesforce account. If the logged-in Salesforce account is deactivated, their mappings will stop working.
|Create, Read, Update, Delete for certain fields and objects||Enable these permissions for any fields and objects you’re mapping responses to.|
|API access||Allow API access to connect SurveyMonkey to Salesforce.|
|Modify Metadata through Metadata API||Allow team members to modify metadata through API functions to use our Salesforce integration.|
|Send Outbound Messages||Enable this permission for any Salesforce user that will trigger outbound messages (ex: an agent who closes a case)|
|Password never expires||Enable this permission for the account you’re connecting to SurveyMonkey so the connection doesn’t break.|
|View all users||Enable this permission to send survey invitations using a trigger.|
|Customize application||Enable this permission to send survey invitations using a trigger.|
If you’re sending data to a standard or custom Salesforce object, make sure to set it up before pushing survey data to Salesforce. This applies to new and existing objects.
To set up your object:
Connect your Salesforce account to the integration so you can create your mappings. To access the integration:
Mappings send your survey data back to Salesforce. You can map specific responses or metadata to fields on Salesforce objects. You can choose from two mapping types:
Once you create your mappings, you can send your survey. The Salesforce integration gives you 2 deployment options:
SurveyMonkey offers a few features for customers using Lightning Experience:
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 Type||Example|
|Post-Support Satisfaction||After 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 Event||After 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 Sales||Send 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 Survey||Gather 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 Survey||Connect 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.|