Survey Links: Close Survey Feedback Loop with Journey Orchestrator

• 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.

• This article also assumes you want to send the email using the original Journey Orchestrator Outreach feature with a survey link to your participants. However, we also offer Programs, which enables you to send a series of related survey emails (head's up email, reminder email, thank you email, etc.) as part of one Program.

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

• 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:

• View Survey Response in CTA Detail View

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

Notes:

• The Journey Orchestrator 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 a Survey.

1. In Journey Orchestrator > Email Templates > [Create a new template] (for example, "Support Satisfaction Template" as shown in the following image).

2. From the Survey drop-down list, select Link (URL) or Button or Question. In the following image, Link (URL) is selected.

3. In the Text field in the Insert Survey as Link, enter the text you want to display on the hyperlink.

4. From the Survey drop-down list, select the appropriate survey. (in the following image, it is Support Survey Request)

Notes:

• The Survey drop-down list displays only published surveys.

• The Associated Object and Associated Field for this survey are displayed as shown in the following image.

5. Click Insert.
6. Click SAVE.

The following confirmation message is displayed.

1. In Journey Orchestrator > 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 Journey Orchestrator > Power Lists > Select the fields, you will see an error message while saving the Outreach, as it fails to run due to unmapped tokens.

1. In Journey Orchestrator > Outreaches, click +OUTREACH and create a new one.

2. Select the Power List and Email template (Support Satisfaction Template).
3. 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 Journey Orchestrator > Power Lists > Select the fields section.

4. 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 Journey Orchestrator > Outreaches.

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

5. Click the contact icon (as shown in the following image) to see the list of the contacts available for that particular email template.

6. 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 Journey Orchestrator > Power Lists > +CRITERIA as shown in the following image.

7. 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.

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.