Integrate Zoho Survey With Zoho CRM - Online Help Guide

Zoho CRM

Integrating surveys with Zoho CRM helps synchronize all your survey responses within your CRM modules automatically. You can add survey links in CRM email templates and view the responses from your leads and contacts within Zoho CRM. You can also add and update records in CRM modules as soon as the survey responses are submitted to Zoho Survey. Read more on integrating Zoho Survey with Zoho CRM.

To integrate your survey with Zoho CRM: 

  1. Select the Hub tab. 
  2. Select the Integrations section.
  3. Click Integrate in the Zoho CRM section. Make sure you have an account in Zoho Survey and Zoho CRM so you can configure the sync settings. 
  4. Select a CRM module.
    Select a Zoho CRM module
  5. Click Next.  
  6. Select an appropriate action type. There are three ways to sync responses with Zoho CRM: add record, update record, and add/update record. After selecting an action type, you can map the fields of your survey to Zoho CRM and start transferring data from survey responses to Zoho CRM.  

    1. Add record: Add a new record for each response even if there are duplicate records. 
    2. Update record: Update an existing record in CRM. If you send your survey through Zoho CRM, enable Prepopulate survey answers with information from Zoho CRM. When a respondent opens the survey, the details from Zoho CRM will be shown and will have an Edit option. For example, if the user's name and email address are already available in Zoho CRM, they will be displayed in the survey. 
    3. Add/Update record:
      1. When sending the survey through Zoho CRM, the record will be updated based on Zoho CRM’s unique record ID.
      2. When sending the survey directly to the respondent, the record will be updated based on the system-defined duplicate check field followed by user-defined unique fields. If a record with an identical value exists in Zoho CRM, it will be updated with the new values. If not, a new record will be created in Zoho CRM. You can also arrange the unique fields in the order of preference for upsertion.
  7. Map Zoho CRM fields to the corresponding Zoho Survey questions.   
  8. Map fields in Zoho Survey with Zoho CRM
  9. Under Zoho Survey, click the dropdown and select the questions that will map to a CRM field. 
  10. Select the corresponding field name under Zoho CRM.
  11. To add direct values to your CRM field, select Direct value under Zoho Survey. Type in the corresponding value. If you don't have a suitable CRM field already, create a custom field in Zoho CRM and then map the field to the question.
  12. Click to add a new row.
  13. Click X to remove a row. If you have a Signature or File Upload question in your survey, it will appear under Attachment.
  14. Select the question in this section to add files to the CRM records.
  15. To attach individual responses as PDFs in your CRM records, select the corresponding checkbox.
  16. Click Save.

  1. If a survey is integrated with Zoho CRM before publishing, all of the responses will be synced automatically. If it's integrated after publishing, only the responses received after the integration will be synced. Update previous responses manually.

  1. You'll find the custom domain link in Send Email and Templates within Zoho CRM if you've configured a custom domain in the survey. For existing templates, you can always edit and save the custom domain link.
  1. The direct values for various fields are as follows:
    1. Checkboxes - true/false/True/False
    2. Date field - Date in YYYY--MM-DD format
    3. Number - Map with a numeric field in the survey
    4. URL - Map with a valid URL format
    5. Individual response URL - Map with the CRM URL field
    6. Response start/end time - Map with the CRM Date/Time field

      For example, if you want to enable or disable a CRM checkbox field from the survey, you can add a direct value and type True.

      In CRM, you will find it enabled like this:

      However, if you want to disable that particular checkbox field, you can type in False.

      Similarly, for other fields, see how you can map them in your survey:

      This is how you will find them in your CRM account:

To check the status of your integration: 

  1. Click CRM Sync Status in the upper-right corner of the section.  
    View the synchronization status
  1. Successful: Responses that have been successfully integrated into CRM. 
  1. Untried: Responses that haven't been pushed to CRM. 
  1. Failed: Responses that failed to sync with CRM. 
  1. Sync All: Sync all responses at once. 
  1. Edit a response: Hover over the response and click Create online surveys
  1. View a response: Hover over the response and click Create online surveys
  1. Sync responses individually: Hover over each response and click Create online surveys
  1. Delete a response: Hover over the response and click Create online surveys.
The sync status shows when the response was submitted and the IP address from which it was submitted. Corresponding records will be created in the Zoho CRM module you selected during the integration.

To remove an integration: 

  1. Click the Hub tab. 
  2. Click the Integrations section. 
  3. Click Remove Integration in the Zoho CRM section. 
  4. Click Remove

To view the responses and reports in CRM: 

Read more about viewing responses and reports in Zoho CRM. 

To send a survey from within Zoho CRM:

You can now send surveys from within your CRM module. Read here to learn more about this.

To attend a survey on your customer's behalf:

You can now attend a survey on your customer's behalf. Read more to learn how to perform this action.

To automate the process of updating Zoho CRM data with survey responses:

Read here to learn how to automate the whole process of updating CRM data with survey responses.

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