Gainsight offers the ability to send emails through the Marketo API. This article will walk you through the necessary steps to setup the integration from the Marketo Database.

Step 1: Sync Salesforce Contact Object with Marketo

Step 1: Sync Salesforce Contact Object with Marketo

To sync Salesforce contact object with Marketo, in Marketo you will:

  • Click on Admin in the upper right
  • Under Integration, select Salesforce
  • Click Edit
  • Fill in your Salesforce org credentials
  • Click Enable Sync to sync your Salesforce contacts with Marketo's Leads

Step 2: User Settings

Step 2: User Settings

Create a Folder:

  • Navigate to Marketing Activities
  • Click on New
  • Choose New Campaign Folder
  • Fill out Name and Description
  • Click create to generate a new Campaign Folder

Step 3: Create a Marketo Program

Step 3: Create a Marketo Program
  • Right click on a campaign folder (could be the one you created above)
  • Click New Program
  • Choose a Name
  • Click Create

Creating Tokens for Programs

Creating Tokens for Programs
  • Select the Program
  • Click on My Tokens

For the Program created above, create the following tokens under "My Tokens"

  • gainsightSurveyURL -type:Text
  • gainsightSurveyID -type:Text

Note: Set so that in the case Gainsight does not send through API (should never happen), Marketo will have a default value to send.

Step 4: Email Templates

Step 4: Email Templates
  • Click on Design Studio and then the
  • Choose Emails
  • Right click on the Templates at the far left
  • Click New Email Template
  • Input Name and Description (optional)
  • Click Create
  • Right click Draft under the newly created template 
  • Click on "Approve the Draft".  

Note: Only approved drafts can be used in the steps to follow

Step 5: Create Email

Step 5: Create Email
  • Navigate to Marketing Activities
  • Right click the program
  • Choose New Local Asset.  
  • Select Email
  • Associate a template to this Email

Edit Template

Edit Template
  • Click Edit Draft
  • Double click on the draft
  • Insert Tokens as shown above
  • NOTE: The Default value can remain blank, it will be automatically filled.

At this point you can customize the text within the email. Make sure the survey URL included in the email is always in the following format:

{{my.gainsightSurveyURL:default=editme}}?surveyId={{my.gainsightSurveyID:default=edit me}}&uid={{lead.SFDC Id:default=edit me}}

Approve Draft

Approve Draft
  • Click Email Actions  
  • Choose Approve

This will enable the email to be used in campaigns.

Step 6: Create Campaign

Step 6: Create Campaign
  • Right click on a Program(ex: Onboarding Program)
  • Choose New Smart Campaign
  • Enter Name
  • Click Create

Campaign Smart List

Campaign Smart List
  • Select the Trigger "Campaign is Requested" and
  • Set the Source to Web Service API

This configuration is a must for triggering campaigns from Gainsight.

Notes:

  • Make sure to associate one Gainsight Survey with one Marketo Campaign only
  • Make sure that the ‘Smart Campaign’ is under one Program.
  • Campaigns with no Programs (i.e, created directly under the Folder ) will not be listed by the API.

Campaign Flow

Campaign Flow
  • Set the Send Email option to the Email that was previously created

Campaign Schedule

Campaign Schedule
  • Click "Activate" to activate the Campaign.  Only campaigns which are active will be listed in the Gainsight Survey tab

In order to utilize the Marketo integration, make sure you have also completed the appropriate configurations within Gainsight. For more information, refer Marketo: Setup Steps in Gainsight.

Once you have completed all configurations within Gainsight and Marketo, you will be able to use the integration to send survey emails and to trigger emails using the rules engine.