Survey Links provide context on customer survey responses, enabling CSMs to take more effective action for every customer situation. Gainsight’s new feature links customer surveys to the specific data record that should be associated to the survey; whether in Salesforce or the MDA.  With this data link in place, customers can take more effective follow-up actions and clearly analyze the cause/effect of the situation in conjunction with survey responses.

Specifically, the Survey feature is enhanced to enable referencing to the event that triggered a transactional survey. For example, a survey that is sent on case closure needs to contain a reference to the case number to analyze and understand the survey response. The Survey feature is enhanced to support this reference and requires using the CoPilot Email Service, as it is transactional in nature.

Survey Links can be used for any situation a survey could be sent in response to a given customer situation. Examples include:

  • Survey on customer experience upon support case closure
  • Survey to gather information about a new customer upon Opportunity closure
  • Survey for feedback on content after a webinars, web-conference or in-person event

Note: When using this feature, you need to be able to access the information you are pulling through (such as case number) via a powerlist. This can make things difficult when composing a follow-up email. Follow-ups are typically built off of the Email Logs object. This object is on the MDA, and does not have the associated fields from the survey. Additionally, if you want to modify existing published surveys, you must re-configure (re-save) the associated email templates and outreaches.

Assumptions

  • For this tutorial, we will be using our object Survey Support Request as an example. You should use the object containing the data you would like to pull through. The following table describes the object structure of our example object.

For more information about how to create and manage the Matrix Data - Objects, refer to our Usage Data Connector articles.

Object Name Field
Survey Support Request Account ID (lookup to Account)
 Account Name
Case Number (lookup to Case)
Case Owner
Contact Email
Contact ID (lookup to Contacts)
Contact name
  • Support Satisfaction Template is created as the email template for the Outreach called "Survey Support Demo" that uses the "Survey Support List" Power Lists.
  • Created a Rule for loading Case data into the Survey Support Request Object.

To configure Survey Feedback Loop:

  1. Associate the support case using the Survey Support Request object and the Case Number field in your survey
  2. Add the Survey link to Email Template
  3. Create a Power List using the Survey Support Request object
  4. Configure the Outreach and schedule for run
  5. A Rule is created that loads your most recent data into the Survey Support Request Object.

See Also:

Workflow

Step 1: Associate Object/Field in Survey Properties

  1. Navigate to Survey > Properties and select the following property values:
    • Email service: Select CoPilot. The following fields are displayed after you select Email service as CoPilot.
      • Associated Object: Select Survey Support Request. You can also select the Case from Salesforce.
      • Associated Field: Select Case Number.

Notes:

  • The CoPilot Power List > Show Fields must have this associated object and associated field in it, to automap tokens. In the Outreach, the tokens are automapped and passed to the survey.
  • In the Associated Object field, salesforce or MDA objects can be selected. Gainsight natively supports Case and Opportunity object in SFDC and all objects in MDA. In order to support more SFDC objects, you must create a lookup to another SFDC object in the Survey Participant object. In this example, an MDA object called Survey Support Request from the drop-down is selected.
  • In the Associated Field, if the Associated Object is a SFDC object, the Associated Field is by default selected as record id. If the Associated Object is an MDA object, Associated Field can be any field available in the MDA object. In this example, Case Number is selected from the drop-down since the Associated Object is an MDA object.

Proceed with building or modifying your survey and publish it. For additional information, see How to Build Surveys.

Step 3: Create Power List with Associated Fields

  1. In CoPilot > Power Lists,
    • Create a Power List with the relevant MDA object. In this example, we selected Survey Support Request.
    • Select Contact strategy to fetch the Contact ID.
    • In the criteria field, provide the following details

i) Survey Support Request::Date Closed, equals Run Date.

ii) Add Case Number in the Select fields section so that it automaps the token, as this identifier is also available in the Survey as part of Email Services.

Note: If you do not add the identifier field (here, Case Number in the image above) in CoPilot > Power Lists > Select the fields, you will see an error message while saving the Outreach, as it fails to run due to unmapped tokens.

Step 4: Configure Outreach and Map Tokens

  1. In CoPilot > Outreaches, click +OUTREACH and create a new one.
  1. Select the Power List and Email template (Support Satisfaction Template).
  2. Select the tokens that need to be auto-mapped.

Note: You will not be able to find Case Number in the drop-down list if this identifier field was not added in the CoPilot > Power Lists > Select the fields section.

  1. Select the Case ticket number and Case Owner as shown in the following image.

The following error message is displayed as the identifier field (here Case Number) in CoPilot > Outreaches.

Note: In Survey > Properties, the Associated Object was Survey Support Request and Associated Field was Case Number. 

  1. Click the contact icon (as shown in the following image) to see the list of the contacts available for that particular email template.
  1. Select the highlighted checkboxes as shown in the following image to send the Survey request once in 90 days, and prevent sending duplicate emails to the email ID across different accounts (per Outreach).

Note: If you want to include any other criteria for sending the survey request to a contact, you can add them in CoPilot > Power Lists > +CRITERIA as shown in the following image.

  1. Trigger the Outreach. You will receive a confirmation email.

Note: If all the tokens are not mapped, you will see the following error message.

If all the tokens are mapped correctly, the following message will be displayed when you trigger the Outreach.

View Survey Response in CTA Detail View

CSMs can view case closure survey responses in CTAs on survey follow-up.

  1. Navigate to Cockpit > [select a CTA] > Detail view for CTA.
  2. Click the Survey Response link as shown in the following image.

The Survey Response page is displayed. This page contains additional details (as highlighted in the following image), so that CSMs can see which case this particular CTA was triggered for.