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katie_sexton
katie_sexton
Contributor ⭐️⭐️⭐️
December 15, 2015
Solved

Allow Internal Survey Submission

  • December 15, 2015
  • 10 replies
  • 199 views
I found the below description about how internal survey submission works, but would be great to get more clarity, please? We're trying to figure out if we can use this as an internal survey tool (that is completed on behalf of customers) 

My questions: 
Who needs access to the survey?
Can someone without Gainsight access take the internal survey on behalf of someone? 
Is the survey still sent to a customer?
Can it be sent to someone other than the Contact ID it's associated with? 

What I found: 
******
  • Allow Internal Submission Check this box if you would like to be able to manually enter responses on behalf of survey recipients. This might be used if you had a low response and decide to do a phone campaign to ask the same questions. When enabled, the internal submission option appears on the Surveys > Distribute page, in the Actions column. (this feature is not available if you distribute via CoPilot)
    Best answer by praneet
    Yes you can do it for a survey that is still running but can't do it for survey that is already been completed. You can re-open the survey and then submit as internal user.

    10 replies

    praneet
    praneet
    Helper ⭐️⭐️⭐️
    December 15, 2015
    Hi Katie,
    Thanks for your query on internal survey submission. Please find below my responses.
    • Who needs access to the survey? -- Gainsight Users needs to access this survey.
    • Can someone without Gainsight access take the internal survey on behalf of someone? - Yes, it can be filled by anyone who has access to the link of unique survey response url, It can be found by exporting survey participants in the csv format and from there unique survey url can be exported.
    • Is the survey still sent to a customer?-- No, if you select Submit Survey as Internal User. It's not sent to the customer.
    • Can it be sent to someone other than the Contact ID it's associated with?- Survey can only be sent to Contacts of Account that exist in Gainsight.
    Hope this answers your question, Let me know in case you have more questions around it.
      katie_sexton
      katie_sextonAuthor
      Contributor ⭐️⭐️⭐️
      December 15, 2015
      Thanks Praneet. Want to make sure I understand, so can I give you a scenario? 

      • I have an internal resource who doesn't have access to Gainsight. 
      • We need him to fill out a survey (on behalf of the customer) based on a conversation with the customer (part of an internal process we have) 
      • So, if I create a survey and set i up to allow internal responses, then the my internal resource can submit on behalf of a customer. 
      What I'm not clear on is how the internal resource (who doesn't have Gainsight access) gets the unique survey url without sending to a customer. I don't want the survey to go to a customer. Is this possible? 

      Thanks for clarifying!
      dave_derington
      dave_derington
      Helper ⭐️
      January 5, 2016
      Our team completed a new Tutorial over the holidays which may help guide you here.  Take a look and let us know if this helps!

      https://support.gainsight.com/hc/en-us/articles/215303988--New-Tutorial-Submitting-a-Survey-Internal...
      katie_sexton
      katie_sextonAuthor
      Contributor ⭐️⭐️⭐️
      January 7, 2016
      Hi, thanks! Helpful to know how to take it internally on behalf of a customer. Thank you. Also need the ability for our internal folks to complete a survey 'about' a customer. In other words, don't want the survey to go to the customer. Just need to collect some information about them. Possible? I am thinking no. Thanks!
      katie_sexton
      katie_sextonAuthor
      Contributor ⭐️⭐️⭐️
      February 16, 2016
      Hi - Following up on my comment above. Am I missing a way to allow my internal folks to complete 'a survey' so that we can capture information about our customers without actually sending our customers a survey/requests? 
      praneet
      praneet
      Helper ⭐️⭐️⭐️
      February 17, 2016
      Hi Katie,
      For internal resource who doesn't have access to Gainsight, you can export the participant list. It will export along with unique url for each customer. The resource can click on each of those and provide response to the survey.
      praneet
      praneet
      Helper ⭐️⭐️⭐️
      February 17, 2016
      Hi Katie,
      In Survey properties tab, you can select Allow Internal Submission as Yes and you will be able to allow internal folks to complete 'a survey'.
      cail_judy
      cail_judy
      Contributor ⭐️⭐️
      August 3, 2016
      Hi Praneet, is it possible to do this for a survey that's already been completed and is running? I need to add this feature to a currently running survey. 
      praneet
      praneetAnswer
      Helper ⭐️⭐️⭐️
      August 4, 2016
      Yes you can do it for a survey that is still running but can't do it for survey that is already been completed. You can re-open the survey and then submit as internal user.
        megan_ross_828ffa
        megan_ross_828ffa
        Contributor ⭐️⭐️
        July 25, 2017
        Hi Katie,

        Did you ever figure out how to successfully complete this? I am wanting to do the same thing.
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