Load to Survey Action Type

Gainsight NXT

Overview

Gainsight recommends reading the configuration of the Rules Details, Data Setup, and Schedule steps before reading this article. For more information, refer to the Create New Rule section of the Rules Engine Horizon Experience Overview article.

When the  survey engagements are built for third-party applications, the responses and metrics cannot be automatically viewed in Gainsight CX. The Load to Survey action type in the Rules Engine allows end-users to have automated ingestion of such external survey responses into Gainsight in order to build enriched CX Analytics.

Note: One can leverage Load to Survey Action to ingest external NPS or CSAT responses. One cannot use this action to update NPS / CSAT scores for the existing organic Gainsight Survey responses.

Limitation: Currently, you can ingest only the NPS®  Survey Responses and CSAT (Customer Satisfaction) Responses. 

Prerequisite

The source dataset or CSV must have the Company ID/Relationship ID, Company Name, Person Email ID, or Person Name fields. For the Load to Survey ingestion to be successful, you must ingest all the data of the company into the Gainsight using Load to Company or Load to Relationship V2 action type. For more information on how to load data into the Company or Relationship standard object, refer to the Load to Company Action Type or Load to RelationshipV2 action type articles respectively.

Gainsight recommends users  to leverage the Rule Chain feature to split out the following Load Actions:

Rule 1: Load to Company/Load to Relationship
Rule 2: Load to People. For more information, refer to the Load to People action type article.
Rule 3: Load to Survey

Load Data to Rules Engine  

You can load data into the Rules engine from any of the following channels. 

• Any Gainsight object: If your Data is present in an object, create a dataset to fetch data from the object. For more information on how to create a dataset, refer to the Fetch Data section of the Folder and Tasks Creation article.

• S3 Dataset Task:  If you store your business contacts data in a CSV file and upload it into an S3 bucket, you can create a dataset by fetching data in this CSV file. For more information on how to create a dataset from a CSV file in the S3 bucket, see the S3 Dataset Task in the Rules Engine article.

Setup Action: Load to Survey to Ingest NPS® Survey Responses   

To configure Load to Survey Action Type to ingest NPS® Survey Response:

1. In the Action Setup step, hover over the dataset for which you want to configure the Action Type. The Add Action icon appears.
2. Click the Add Action icon. The  Add Criteria slide-out panel appears.
3. (Optional) Click Add Criteria to define criteria for the dataset before the action is run.

    

4. Click Continue to navigate to the Setup Actions on Datasets step.
5. From the Create Action drop-down list, select the Load to Survey action type. 
6. From the Target drop-down list, select the NPS® Survey Response option to import NPS® Survey Responses data.
7. By default, the Upsert option is selected in the Operation drop-down. The Upsert operation can update the existing records and also  create new records if matching records are not found.
8. (Optional) Enter a description in the Description field.
9. Select the survey for which the user wants to ingest external survey responses from the following options:

• Select from Existing Surveys: You can select an existing survey of the type EXTERNAL_NPS from the drop-down list. 
• Enter a survey name and NPS® question title: You can provide the name of the survey. If the survey with a given name is not there in the system, a new survey of type EXTERNAL_NPS is created.
  Note: If the survey name entered matches any existing Surveys from the drop-down list, the existing survey with the same name is updated with the responses.
• Select the survey name and NPS® question title field: You can select this option if you do not want to ingest all your external survey NPS data to a single survey. Sometimes, you want to ingest some records to a particular survey and some records to another survey. In such scenarios, it is expected that the source data (MDA object or S3 data) holds a column that resonates with the name of the Survey which can be mapped using this option.

10. Click Add Fields to add fields from the source object.
    • Source Field: This option lets you select source field(s) from the source object and map it to the target field. 
    • Custom Field:  This option lets you provide a custom value to the target field.

11. Perform Field Mapping to map the fields from CSV to the NPS® Survey Response. The following mandatory fields must be mapped:

• Company Id
• NPS Score
• Responded Date
• Email

Note: The Import Lookup for Company/Relationship object and the Company ID or Relationship ID field mapping are mutually exclusive. If the source data already has the Company ID or Relationship ID, then you may prefer field mapping over the Import Lookup as the mapping offers the additional flexibility to configure the default value. The default value is effective if the source data for Company ID or Relationship ID is NULL or empty.

12. Click the Define Lookup to map the Company ID or Relationship ID. The Define Lookup dialog box appears.

13. Click Save Actions to save the Action and run the rule. 

Validate in Surveys   

To validate the Load to Survey Action:

1. Navigate to Surveys > NPS® Analytics page. The NPS® Analytics page appears.
2. In the Responded Users section, you can filter the responses as EXTERNAL_NPS in the External Source column.

Setup Action: Load to Survey to Ingest CSAT Survey Responses

This example ingests data into the CSAT Survey Responses object from an S3 bucket.

To configure Load to Survey Action Type to ingest CSAT Survey Responses:

1. In the Action Setup step, hover over the required dataset. The Add Action icon appears.
2. Click the Add Action icon. The  Add Criteria slide-out panel appears.
3. (Optional) Click Add Criteria to define criteria for the dataset before the action is run.

4. Click Continue to navigate to the Setup Actions on Datasets  step.
5. From the Create Action drop-down list, select the Load to Survey action type. 
6. From the Target drop-down list, select the CSAT Survey Response option to import CSAT Survey Responses data.
   Note: By default, the Upsert option is selected in the Operation drop-down. Upsert operation updates the existing records and also  creates new records if matching records are not found.
7. (Optional) Enter a description in the Description field.
8. Users can load either a single question CSAT or multiple question CSAT survey.
   • For importing single question CSAT survey, select from the following options:
     • Select from existing survey: You can select an existing CSAT survey from the drop-down list. 
     • Enter a survey name and CSAT question title: You can provide the name of the survey and CSAT question title. If the survey with a given name is not available in the system, a new survey of type CSAT  is created.
       Note: If the survey name entered matches any existing Surveys from the drop-down list, the existing survey with the same name is updated with the responses.
     • Select the survey name and CSAT question title field: You can select this option if you want to ingest all the data from a CSV file. Select the field containing survey and question type. Ensure that the source data do not exceed the distinct survey name limit of 10.
       
   • For importing multiple question CSAT survey, select the following option:

     • Select the survey name and CSAT question title field: You can select this option if you want to ingest all the data from a CSV file. Select the field containing survey and question type. Ensure that the source data do not exceed the distinct survey name limit of 10.

9. Click Add Fields to add fields from the source object.

• Source Field: This option lets you select source field(s) from the source object and map it to the target field. 
• Custom Field:  This option lets you provide a custom value to the target field.

10. Perform Field Mapping to map the fields from CSV to the CSAT Survey Response. The following mandatory fields must be mapped:

• Company Id
• CSAT Score
• Responded Date
• Email

Note: The Import Lookup for Company/Relationship object and the Company ID or Relationship ID field mapping are mutually exclusive. If the source data already has the Company ID or Relationship ID, then you may prefer field mapping over the Import Lookup as the mapping offers the additional flexibility to configure the default value. The default value is effective if the source data for Company ID or Relationship ID is NULL or empty.

 

11. Click the Define Lookup to map the Company ID or Relationship ID. The Define Lookup dialog box appears.

     

12. Click Save Actions to save the Action and run the rule.

Additional Resources 

• Rules Engine Horizon Experience Overview
• Schedule and Execute Rules (Beta)
• Load to Company Action Type
• Load to RelationshipV2
• Load to People
• S3 Dataset Task in the Rules Engine