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andrew_cummins
andrew_cummins
Helper ⭐️
September 22, 2017

Survey non Salesforce Contacts sustainably

  • September 22, 2017
  • 13 replies
  • 110 views
I believe we currently have the ability to survey non SF contacts and link those surveys to a specific account but I wanted to take this a step further. We would use this functionality for training surveys once the session has ended. BUT It is not sustainable for one person to go in as an admin to the survey and upload the csv and then send it for 30+ training sessions in a week. When we have multiple trainers and multiple sessions per week we somehow need the ability to streamline the process. It would be awesome if we could key off a training record or project record or asset record in SF that has a list of participants where when then record is marked as "complete" the survey EVENT would trigger and upload the participants. This would be extremely nice to have. 

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      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      April 17, 2018
      Hi Andrew, 
      We don't have a direct connector with Webex, but if you can get Webex attendee info into SFDC, then Gainsight can trigger a survey based on that incoming info. 

      Based on the different permutations, what would your ideal handling process be for each survey recipient type?
      • Contact exists in SFDC and is attached to a valid Account
      • Contact exists in SFDC but is not attached to a valid Account
      • Contact does not exist in SFDC but is related to an existing Account
      • Contact does not exist in SFDC and is not related to an existing Account
      • Others?
      VP of Customer Success at Forcepoint
        abhishek_sivaraman
        abhishek_sivaraman
        Helper ⭐️⭐️⭐️
        April 17, 2018
        Hi,

        I thought your question was about primarily sending surveys to non salesforce contacts post training is completed .

        Associating with an account is for ensuring that you are able to survey your customers and for reporting and for technical reasons. The survey object in Gainsight is a master detail on the Salesforce account object and you cannot have records which do not have salesforce account id mapped. It is for that reason that we introduced the concept of a dummy account to help solve the use cases like you shared.

        What we are building is the ability to load companies,contacts(company person is the equivalent object) directly into Gainsight. This will be something which our Survey 2.0 (Beta releasing in April) will be built on. This will ensure that you do not have to depend on Salesforce Accounts or Contacts and directly load them to Gainsight and send AO and surveys with these standard gainsight objects.

        We do not have a connector with Webex to push a survey out of the box but I think this is where an event(webhook) API which webex might have can help trigger and send an event(training webinar completed) to Advanced Outreach so that we can listen and send the survey link.

        Thanks
        Abhishek S
          andrew_cummins
          andrew_cumminsAuthor
          Helper ⭐️
          April 17, 2018
          Hmmmm, I wonder if Webex has a webhook to trigger this....
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