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Last month, we did our first survey through Gainsight. There are a few things now we would like to tag or create alerts about. Is there a way to assign these alerts now based on a response? It would be easier to do this instead of tagging or creating 200+ alerts manually.
Hi Lane, you are able to set up CTAs in the Survey itself so the CTA is created immediately once a certain type of response is received. This tutorial will give you a good idea.





Once the results are received it will be more difficult to create the CTAs due to the object structure but it is still possible to create them via the Rules Engine. What question type do you want to create CTAs on? Do you have permissions to add fields in your environment?
Yes, we set up a few CTAs prior to launching the survey. Now post survey, we realized there are a few others we want to have. 





To answer your questions:




  • I'd like to either create an Alert or an opportunity CTA.

  • I do have permissions to add fields in our environment.
What survey question type are you trying to create CTAs on (i.e., NPS, Matrix, Multiple Choice)? Essentially making a CTA on NPS Responses will be easy and every other question type will be difficult.
It's a multiple choice question.
If this is a one-time process, I would actually recommend exporting this data out of Gainsight and working with it in Excel. You'll have to do some VLOOKUPs to get all the data into one Excel sheet and then you can use that List to identify the right accounts to make CTAs for.





Here's the outline of the steps:




  • The first object you'll want to export is the 'JBCXM__SurveyUserAnswer__c' object that holds the answers. This holds all the answers from all the surveys you've created so you'll need to filter on the JBCXM__SurveyMaster__c field to narrow it down to the survey you need.

  • Then you'll want to export the 'JBCXM__Participant__c' object to pull out all the participants that participated in your survey. 

  • You need to VLOOKUP the AccountID from the 'JBCXM__Participant__c' object back into your sheet with the JBCXM__SurveyUserAnswer__c (matching on the participant recordID) so you can associate the Account to the answers

  • Then you can filter on 'JBCXM__Question__c ' and 'JBCXM__Answer__c' to find the right Question and Answer combination you're looking for to create the CTA. Now, you've identified the right accounts.
From this list you could either:




  • Create a new field on CustomerInfo and bulk load (using a data loader) a checkbox into this field for the Accounts you want to make the CTA for. Then you can use Rules Engine to create the CTAs using the checkbox as criteria. The drawback would be that you won't be able to feed much information on the actual survey response into the CTA.

  • Or bulk load the CTAs directly into the CTA Object. You'll get more control over the information you can feed into the CTA about the survey response but it will be a greater effort to build the CTA information in excel and then load it (have to identify all the right picklist IDs etc.)

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