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allie_gold
allie_gold
Helper ⭐️
June 28, 2016
Solved

How does your internal CSM team get notified about survey responses?

  • June 28, 2016
  • 7 replies
  • 159 views
We want to have the CSM of an account notified when a contact within an account completes a survey (a full survey, not just one answer to a question and not exclusive to NPS items/responses). Is this possible, and if so, would we use CoPilot to send an internal email to the CSM? Moreover, if we do use CoPilot to do this, what would the source object be when deriving the list of contacts from either SFDC or MDA?
      Best answer by marie
      Hi Allie,

      There's no mechanism to explicitly notify when a survey is complete, but here's what I would suggest:
      1) Use the same mechanism that's outlined in this proposal (https://support.gainsight.com/hc/en-us/articles/214788997) to create a CTA on any response to the last question in your Survey. It assumes that if they complete the last question then they have completed the Survey but it's the most straightforward way to do this.
      2) The other option would be to use the 'Survey Participant' object (JBCXM__SurveyParticipant__c) to build CoPilot criteria. You could look for a 'Response Date = Today/Yesterday' which would work. It would be difficult to filter for responses to a specific survey though, so I would suggest #1 if you need to do that. 

      Let me know if that helps!

      Marie

      7 replies

      marie
      marieAnswer
      Gainsight Employee ⭐️⭐️
      June 28, 2016
      Hi Allie,

      There's no mechanism to explicitly notify when a survey is complete, but here's what I would suggest:
      1) Use the same mechanism that's outlined in this proposal (https://support.gainsight.com/hc/en-us/articles/214788997) to create a CTA on any response to the last question in your Survey. It assumes that if they complete the last question then they have completed the Survey but it's the most straightforward way to do this.
      2) The other option would be to use the 'Survey Participant' object (JBCXM__SurveyParticipant__c) to build CoPilot criteria. You could look for a 'Response Date = Today/Yesterday' which would work. It would be difficult to filter for responses to a specific survey though, so I would suggest #1 if you need to do that. 

      Let me know if that helps!

      Marie
        allie_gold
        allie_goldAuthor
        Helper ⭐️
        June 28, 2016
        Hi Marie,

        Thanks for the help, this is great. Does the second option include responses to any item in a survey or does it include responding to/submitting a survey in general?

        Thanks again!

        Allie
        marie
        marie
        Gainsight Employee ⭐️⭐️
        June 28, 2016
        So for option #2 it would find ANY response to ANY survey that was submitted yesterday. It would be challenging to filter it down to any particular question.

        The general behavior for Survey Responses is that these records aren't created until the survey itself is submitted so for both option #1 and #2 someone had to submit the survey for the subsequent action to take place (CTA or Email).
        allie_gold
        allie_goldAuthor
        Helper ⭐️
        June 28, 2016
        Ok thanks! Is there a current desire from other customers to be notified in a simpler way, and if not, can this warrant a feature request?
          marie
          marie
          Gainsight Employee ⭐️⭐️
          June 28, 2016
          Can't say that I've heard that one before but I think it would be a great feature request!
          andrea_weisz_171687
          andrea_weisz_171687
          Contributor ⭐️⭐️⭐️
          June 21, 2017
          I want this.
          heather_landgraf
          heather_landgraf
          Contributor ⭐️⭐️⭐️⭐️⭐️
          February 25, 2020

          we would love to be able to add to a program the ability to send a survey response email (with other info about the customer and the response/comments) to certain roles on an account.

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