FAQs: Zoho CRM Integration with Zoho Survey
1. What is Zoho Survey?
Zoho Survey is a tool that helps you gather feedback from your customers by sending them customizable surveys. Customers can buy a research panel which they can use to generate customized reports with multiple export options.
2. How can I sync my Zoho Survey responses in CRM?
There are three ways to sync responses with Zoho CRM: adding a record, updating a record, or a combination of both adding and updating record. After selecting an action type, you can map your survey fields to Zoho CRM and start transferring survey data to Zoho CRM.
4. How can I view survey responses in CRM?
After integrating survey responses into a module, click the module you selected during the integration on the Zoho CRM page. You can view survey responses synced in the module's records.
5. How can I fill out a survey on a customer's behalf?
If you're on a call with the customer and they would like to answer your survey over phone rather than by email, you can send it to them by following these simple steps:
- Click the relevant lead or contact.
- In the lead or contact's Details page, scroll down to the Zoho Survey Related List.
- Click the Take Survey link.
6. What's the difference between complete and partial responses?
Partial Response: If the respondent clicks Next on at least one survey page but doesn't click Submit on the last page of the survey, it is considered a partial response.
Complete Response: If the respondent clicks Done (or Submit) on the last page of the survey, it's considered a complete response. However, it's possible for respondents to skip questions without answering, if there are questions which aren't mandatory.
7. Can I edit or change the question type at any time?
You can edit or change the question type at any point before publishing your survey. As it can affect the responses, we do not support changing the question type after the survey goes live.
8. Can I transfer my surveys to other users?
Yes, you can transfer your survey and its reports either to individual accounts or to entire departments.
Note: Once the new owner accepts the transferred survey, it will no longer exist in your account.To transfer your survey to another user:
- Click Advanced Options on the upper-right side of the survey builder.
- Click Transfer Survey.
- Select To other users to transfer your survey to individual users. Enter the user's email address in the text box.
- Click Yes, Transfer Survey. You'll see a confirmation message.
9. What is the difference between a survey and a poll?
A poll can be deployed to collect votes or record opinions. Surveys are online questionnaires that can be sent out to respondents to collect their responses. Surveys can also be used as a poll.
10. Is there any limit on the number of survey responses I can receive if I'm on a free plan?
Yes, in Zoho Survey's basic free plan, we support only 100 responses per survey. To collect more responses, we suggest that you upgrade to any of our paid plans.
11. Can I limit the number of choices available for multiple-choice questions?
Yes, you can mark the question as mandatory to choose the required number of choices.
12. What is a trend report?
Trend reports are used to compare and analyze trends in aggregate survey responses. To set up a trend report:
- Click Create in the Trend Report section.
- Enter a name in the Report name box.
- Select a trend frequency for your graph from the dropdown.
- Select the Respondent Statistics checkbox to add your survey's respondent statistics to the report.
- Click Save.
13. Can I buy responses?
Yes, you can find an audience you want to survey and purchase responses even when you don't have respondents that met your requirements.The buy responses feature helps you connect with qualifying respondents to collect responses.
14. What is piping?
Piping enables you to customize questions based on variables you've added to previous questions. This added context can help respondents feel more comfortable answering your survey questions.
15. Can I take a survey offline?
Yes, Zoho Survey offers an offline survey feature that makes it easy for anyone to access and record responses even without internet connectivity.
16. Is it possible to access surveys that were created in a deleted account?
No; the account, once deleted, cannot be restored. Though you can create a new account with the same credentials to access Zoho services, it isn't possible to restore surveys from a deleted Zoho account.
17. Is it possible to prevent people attempting the same survey multiple times?
You can keep your survey information confidential and secure by using the following features:
- Enabling password protection
- Preventing multiple responses (by enabling, respondents are limited to one response)
- Enabling CAPTCHA to submit survey responses
18. What happens when I deactivate the Zoho Survey integration with CRM?
Deactivating the integration doesn't interfere with your Zoho Survey account settings. You can continue to build surveys from your Zoho Survey account.
Upon deactivating:
- You can choose to retain data or delete the data permanently.
Retain data - All the survey campaigns created will be retained. You cannot create a new survey campaign.
Delete data permanently - The survey campaigns created will be moved to offline campaigns. - The Zoho Survey link will no longer be available while creating email templates. However, email templates containing the survey links will not be removed unless you delete the templates manually. Survey links will continue to work, but if someone responds, the response will not be captured in Zoho CRM upon deactivation.
19. Is it possible to collect email addresses from survey respondents without asking them?
Yes, you can do this using a custom variable, which enables you to include information about a respondent in the survey without making the respondent answer those questions.
To add a custom variable in your survey:
- Click Advanced Options on the upper-right side of the survey builder.
- Click Custom Variables.
- Complete the URL Parameter box. Make sure you remember what you write in this field, because you'll need to use the same variable name in the URL when sending out your survey.
- Enter a description for the custom variable in the Label box.
- Select the type of variable you'd like to use from the Type dropdown list.
- Click Save Variable.
20. How can I change the Zoho logo?
You can add or remove logos only if you have a paid plan. It's not possible using a free plan.
21. Which plans in Zoho Survey integrate with Zoho CRM?
The integration works with all paid editions of Zoho CRM and Zoho Survey.
22.Every time a Survey response is sent by a contact, a duplicate record gets added under Contacts instead of updating the existing record. Why?
This may be so if you have not selected the appropriate Action Type while mapping CRM records with Survey questions.
Zoho CRM integration with Zoho Survey enables the automatic update of CRM records with Survey responses. If you want the records to be updated automatically, you must map CRM records with Survey questions before sending out the Survey to your contacts.
After mapping the questions, you must also select the appropriate option for Action Type, which indicates how the record will be updated.
- Select Add Record if you want Zoho CRM to create a record despite duplicates.
- Select Update Record if you want Zoho CRM to simply update the fields of the existing record.
- Select Add/Update Record if you want Zoho CRM to check for duplicates. If there is a duplicate, only the exisiting record will be updated. If there is no such record, a new record will be created and the responses will be added.
23. The View Response link is not displayed for some emails sent. Why?
If the recipient has not responded to a survey, there will not be a View Response link.
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