Sending SurveyMonkey surveys when case is closed in Salesforce

There are two ways you can send out SurveyMonkey surveys using Workato. A simple method and a more advanced method. Both methods allow you to collect survey responses based on closed cases and create a note under the corresponding Salesforce account object. However, here are the differences:

1. Method 1 (Simple) allows you to automatically send out generic survey links when a case is closed. However, since the survey links are generic, you will not have the ability in SurveyMonkey to keep track of who has responded to the survey.
2. Method 2 (Advanced) allows you to track individual survey responses and keep track of who has responded to the survey within SurveyMonkey. However, survey emails are not sent out automatically. When a case is closed, Workato sends the case contact information to SurveyMonkey. But since the SurveyMonkey API does not allow Workato to automatically send out the survey invites, you will need to login to your SurveyMonkey account to trigger the survey email. To do so, you will need to go to “Messages”, “Create New Message”, and send the message to everyone who has not received the survey. As email invitation from SurveyMonkey contains a unique survey link tied to the email address it was sent to, each survey response is correlated to the email address that submitted it. More details can be found here.

Prerequisite:

1. You should have a SurveyMonkey and Salesforce account that is API enabled. 
2. You should connect both your SurveyMonkey and Salesforce Accounts to Workato. Learn how to connect your apps here.

Method 1 (Simple)

For this method, you will need to clone the following two recipes:

1. Send SurveyMonkey survey link via email when case is closed on Salesforce
2. Create note in Salesforce when there is a new response in SurveyMonkey (via Web Link)

The first recipe checks for closed cases and sends out a generic SurveyMonkey survey link via email. The second recipe creates a note in the corresponding Salesforce Account object based on the email provided in the Survey. If a corresponding Salesforce account object is not found, an email will be sent to the Workato user with the survey results.

To clone a recipe, click on the clone button at the top right hand corner of that recipe page. Cloning a recipe basically creates a copy of the recipe in your Workato account.

To start using your recipes, here is what you will need to do:

Step 1:

Create a Survey in your SurveyMonkey account. Ensure that your Survey includes a Contact Information section that collects the Email Address. The email address is required for matching the Survey response to the Salesforce Account object.

Step 2:

Configure a Web Link Collector in SurveyMonkey and get the Survey Web Link URL. More details on how to setup Web Link Collector can be found here.

Step 3:

Configure your recipes to suit your needs.

For the first recipe, you will need to configure the email subject and body to be sent out to the person you would like to do the survey. Make sure you remember to put in the correct Survey Web Link URL that you created in step 2.

For the second recipe [Create note in Salesforce when there is a new response in SurveyMonkey (via Web Link)], you will need to select the actual survey that you would like Workato to connect to. 

You will also need to customize the Email and Note in step 4, 6 and 8 to suit your specific Survey questions.

Lastly, you can tag the note to a Salesforce Contact object by removing steps 3, 4 and 5 and modifying the "Parent type" and "Parent ID".

Step 4:

Click "Start" to run the recipes.

Method 2 (Advanced)

For this method, you will need to clone the following two recipes:

1. Send survey via SurveyMonkey when case is closed on Salesforce
2. Create note in Salesforce when there is a new response in SurveyMonkey (via Email Invitation)

The first recipe checks for closed cases and sends SurveyMonkey the details of the closed case. You will need to login to SurveyMonkey to trigger the sending of survey emails as the SurveyMonkey API does not allow Workato to automatically send out the survey invites. Note that email invitation from SurveyMonkey contains a unique survey link tied to the email address it was sent to, so each survey response is correlated to the email address that submitted it. This allows you to keep track of who has responded to the survey within SurveyMonkey. More details about SurveyMonkey Invitation Email can be found here.

The second recipe creates a note in a Salesforce Account object based on the case email that was initially sent to SurveyMonkey. If a corresponding Salesforce account object is not found, an email will be sent to the Workato user with the survey results.

To clone a recipe, click on the clone button at the top right hand corner of that recipe page. Cloning a recipe basically creates a copy of the recipe in your account.

 

To start using your recipes, here is what you will need to do:

Step 1:

Create a Survey in your SurveyMonkey account and configure at least one Email Invitation Collector. More information here: 

 

Step 2:

Configure the first recipe [Send survey via SurveyMonkey when case is closed on Salesforce] by select the correct Survey and Collector

Step 3:

Configure the second recipe [Create note in Salesforce when there is a new response in SurveyMonkey (via Email Invitation)] by first selecting the actual survey that you would like Workato to connect to. 

 

Next, customize the Email and Note in step 5, 7 and 9 to suit your specific Survey questions.

 

Lastly, you can tag the note to a Salesforce Contact object by removing steps 4, 5 and 6 and modifying the "Parent type" and "Parent ID".

Step 4:

Click "Start" to run the recipes.

Step 5:

When a case is closed, Workato sends the case contact information to SurveyMonkey. You will need to go into SurveyMonkey to trigger the survey emails.

Login to your SurveyMonkey account and select the survey you have linked to Workato:

Go to Collect Responses section:

Select the collector method that you have configure with Workato in Step 2 above.

You should see the case contact information listed under Recipients. To trigger the survey emails, go to Messages:

     

Create a new message and follow the steps on screen:

You should send the messages to New/Unsent which will include those that Workato has just sent to SurveyMonkey:

As email invitation from SurveyMonkey contains a unique survey link tied to the email address it was sent to, each survey response is correlated to the email address that submitted it. This allows you to track individual survey responses and track who has responded to the surveys within SurveyMonkey. More details can be found here.