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.
To access the integration:
Use the links near the top of the page to jump to key areas of the integration.
|Salesforce||Access or add a Salesforce instance|
|Mappings||View or copy a connected survey or connect a new survey|
|Configure||Select a survey, set up your Object Mapping, choose how to send your survey, and get your URL|
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:
You can also select from the following actions:
|Action||What it does||Select this action when mapping to|
|Sync all responses to SurveyMonkey's Response object||When 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 Salesforce||Each 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 completion||A custom object, a standard Salesforce object, or the SurveyMonkey Response Object|
|Disable active assignment rules on creating or updating Salesforce records||Active assignment rules aren't re-applied when Accounts, Cases, or Leads records are created or updated||A custom object, a standard Salesforce object, or the SurveyMonkey Response Object|
You can choose to map responses to new or existing Salesforce records:
|Mapping action||What it does|
|Create a new||Create a new record in the Salesforce object you choose 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 create||Use your query mapping to find existing objects. If an object exists, it's updated. If it doesn't exist, a new object is created.|
There are 3 mapping types that sync your data to Salesforce:
|Mapping type||What it does||When to use|
|Query mappings||Query 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 mappings||Hidden 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.
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.
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.
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.
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:
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:
When you're ready to send, the message status in SurveyMonkey will update to Sent once your Outbound Message in Salesforce has successfully sent.
Shared Mappings give your team visibility into your survey mappings for better collaboration.
To let your team access your surveys and 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.
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.
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.
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:
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:
To add the flow:
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.
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.|