The goal of this article is to answer FAQs of the Advanced Outreach feature. To learn more about the feature in general, see the article Introduction to Advanced Outreach.
Is the Advanced Outreach feature built on top of the existing Outreach feature or is it a new feature with new data architecture?
Adv. Outreach is built on a completely new tech stack from the original Outreach feature and is in fact a separate feature.
If new architecture, what were the key reasons we “started over”?
Many of the key elements available in Advanced Outreaches, such as the multi-chain email process and analytical capabilities, were not possible with the architecture of the original Outreach feature.
Should all new customers start immediately with Advanced Outreaches? Should they use the original Outreach feature for anything?
The original Outreach feature is still the best option for sending one-off emails. Advanced Outreaches are designed for multi-chain email campaigns.
When should existing customers start using Advanced Outreaches?
This feature is available in orgs using Gainsight v5.6 or higher. Customers should use Adv. Outreach when they want to send a multi-chain email campaign for NPS or CSAT surveys. See the article Available Models for Advanced Outreach for more information on these specific use cases.
Is there a required cutover, or can both Advanced Outreaches and Outreaches run in parallel?
They are separate features and can be used in parallel.
Are there any risks to enabling Advanced Outreaches?
No, enabling Advanced Outreaches does not impact existing Email Templates or the original Outreach feature. There is no harm in enabling Advanced Outreaches, even if it is not used immediately after it is enabled.
Can existing content or data be migrated or used with the Advanced Outreach feature?
Email Templates 2.0 can be used for both Advanced Outreaches, and the original Outreach feature. Existing 1.0 Email Templates will need to be recreated to be used with an Advanced Outreach.
Do I need to request access to the Advanced Outreach feature? Is this feature part of the standard Gainsight offering?
Yes, Advanced Outreach must be enabled within your org. Please contact Gainsight support to begin this process.
What are the benefits of moving to Advanced Outreaches?
Advanced Outreaches are capable of performing multi-chain email campaigns. This simplifies the multi-email process when needing to send related messages before, or following up after a survey submission. Previously, separate Outreaches had be created for each email, and each of these Outreaches required a separate Power List. Advanced Outreaches is designed to streamline this process.
Will I encounter problems or limitations if I don’t use Advanced Outreaches?
If you continue using the original Outreach feature for multi-email campaigns, you would need to create separate power lists and outreaches for every email in the series.
Is there functionality in the original Outreach feature that won’t be available right away with Advanced Outreaches?
The original Outreach’s Time Identifier feature, which gave users the ability to send emails at different times to different recipients based on defined criteria, will not be available immediately in Advanced Outreaches. The Time Identifier will be added to Advanced Outreaches in a future release.
Sending reports via Advanced Outreach is not initially available.
Can I add steps to an Advanced Outreach Model?
Yes, with the Email Chain model, you can add steps in a linear fashion, but it does not support branching.
Can I create a model from scratch?
No, currently it is only possible to use the pre-configured models for Advanced Outreach. Additional models, and custom models for Advanced Outreach, 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 Advanced Outreach 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.
What is the difference between a Reminder email and an Escalation email?
The Reminder email is sent to the participant of the Advanced Outreach. 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-Variant Email Templates can be used as part of an Adv. Outreach. For more information on Multi-Variant emails, refer to Create and Send Multi-Variant Emails.
If Link Tracking is disabled, will survey lifecycle information and reports still be available for Adv. Outreaches?
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?
Not at this time, but this is currently on the roadmap for a future release.
What CSV options exist for Advanced Outreaches?
There are a few options for Advanced Outreaches related to CSV. In Power Lists, you can upload a CSV file (existing functionality) in order to create a list of contacts. This Power List can then be used as part of the Advanced Outreach. You can also upload a CSV of participants to be included in the Advanced Outreach, or upload a CSV file of participants that you wish to exclude using the Exclusion list feature.
Can we change templates in currently active Adv. Outreaches to include In-line Surveys?
Yes, In-Line surveys can be added to existing Adv. Outreach Email Templates without disrupting the Outreach.
Is it possible to build a Power List for Advanced Outreaches with a set of email Ids who may not be current account contacts?
Power Lists should be constructed using Contact Ids currently part of an Account within SFDC. This restriction allows survey responses to be successfully linked back to the appropriate contact and account.