This article supports Gainsight NXT, the next evolution of the Customer Success platform. If you are using Gainsight CS Salesforce Edition, you can find supporting documentation by visiting the home page, and selecting CS > Salesforce Edition.
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IMPORTANT - Articles Impacted due to 6.34 October NXT Release
Due to the v6.34 October, 2022 release, this article has been impacted. Steps, images, and playable GIFs in this article will soon be updated to reflect the latest changes.
For more information about the latest UI changes, click here.
The goal of this article is to answer FAQs for the Program feature. To learn more about the feature in general, see the article Introduction to Programs.
Do I need to request access to the Program feature? Is this feature part of the standard Gainsight offering?
Programs are available by default within your org.
Can I add steps to a Program Model?
Yes, steps can be added to each Program model. For more information regarding this, refer to Configure Model and Emails for Program.
Can I create a model from scratch?
No, currently it is only possible to use the pre-configured models for Program. Additional models, and custom models for Program, are currently in development.
Is it possible to use the Email Chain model without a survey linked attached?
Yes, the Email Chain model was designed to send a series of emails not related to a survey.
Can the Program feature be used for workflows other than Surveys?
Yes, you can use the Email Chain model for non-Survey workflows, such as onboarding a new customer.
Can I Pause my Program?
Yes, you can pause a Program. Once a Program is paused, the Actions/Activities that are in a queue at the time when the Program is paused are executed normally, and the participants are paused only at the next Wait Timer/Conditional wait.
What is the difference between a Reminder email and an Escalation email?
The Reminder email is sent to the participant of the Program. An Escalation email is sent to the customer's CSM/Account owner.
Is it possible to segment the "Thank You" email based on how customers responded to the survey?
Yes, Multi-Version Email Templates can be used as part of a Program. For more information on Multi-Version emails, refer to Create and Send Multi-Version Emails.
Where do my token options come from when configuring Email Steps?
These options are pulled from Participant Sources added under Participant Configuration. For more information on this process, refer to Adding Participants to a Program.
Why am I receiving a "Token Misconfiguration" error when attempting to publish my outreach?
For information on possible reasons and solutions to this error, refer to Common Errors and Reasons.
If Link Tracking is disabled, will survey lifecycle information and reports still be available for Programs?
Activities involving survey responses will still be tracked and available, but activities that involve tracking the link will not have information available.
Is it possible to send a follow-up outreach based on responses to a non-NPS® question?
Yes, conditional wait steps can be configured to send follow-ups based on survey questions. For more information on conditional wait steps, refer to Programs: Conditional Wait.
What CSV options exist for Programs?
There are a few options for Programs related to CSV. You can upload a CSV of participants to be included in the Program, or upload a CSV file of participants that you wish to exclude using the Exclusion list feature.
Are person ID’s required when uploading a distribution list to send emails?
No, if a participant list (distribution list) is uploaded as a CSV in Programs, Person IDs are not a requirement. The only required fields are Company ID and Email in Programs.
Can we change templates in currently active Programs to include In-line Surveys?
Yes, In-Line surveys can be added to existing Program Email Templates without disrupting the Program.
Can I send Operational Emails through a Program?
Yes, email templates marked operational can be sent using the Email Chain model. For more information on this process, refer to Configure Model and Emails for Program.
What specific items can be edited in a program post publish?
Admins can perform the following actions to the Sources of an Active Program after it is published:
- Add and merge tasks in Bionic Query.
- Add new fields to the existing source.
- Map the new fields and also modify the existing mapping.
- Make modifications in source filter criteria.
- Add/Delete participant source(s). But, at least one source must be present.
- Delete existing Custom fields if they are not used in any other criteria or steps.
Why am I receiving an error message when I try to update a Program?
This can occur when multiple users edit the same Program at the same time. The user who opened the Program first will be able to edit and save it as expected. The other editors will receive an error message when they attempt to save their instance of the program. This is to prevent concurrent editors from overwriting each others selections.
After receiving the error, users must refresh the page before they can save the Program. The refresh will load any changes made by the first editor.
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