Hi
For customer support cases, we've recently switched from Zendesk to Salesforce. Is there a way we can integrate 1 question SAT survey (run via JO) into the closing email from SFDC? We used to run this in ZD as in-line question, pretty similar to what Gainsight support has but I haven't found a way to do the same via Salesforce.
Thank you
Katerina
Solved
Can we integrate 1 question survey into an email template in SFDC?
+1Best answer by christopher_sanderson
Hey @katerina_nemcova_9fa1af
So we don't recommend integrating the Survey questions directly into an SFDC email template, because it uses alot of older Gainsight features. Also, those emails would be on a delay of up to 24 hours.
As Denise mentioned, we can do Events based triggering of a Survey, but it does require an Apex trigger to be installed into SFDC (we have a sample on that doc she shared). We can also do it without the Apex trigger, which will have the up to 24 hour delay, but we can also trigger other pieces after the original email, such as reminders, CTA's, or have the data report back into Gainsight/SFDC.
If you have other questions or want to explore this, please let me know. I can @baji_bathula and @easton_taylor to help us out here.
So we don't recommend integrating the Survey questions directly into an SFDC email template, because it uses alot of older Gainsight features. Also, those emails would be on a delay of up to 24 hours.
As Denise mentioned, we can do Events based triggering of a Survey, but it does require an Apex trigger to be installed into SFDC (we have a sample on that doc she shared). We can also do it without the Apex trigger, which will have the up to 24 hour delay, but we can also trigger other pieces after the original email, such as reminders, CTA's, or have the data report back into Gainsight/SFDC.
If you have other questions or want to explore this, please let me know. I can @baji_bathula and @easton_taylor to help us out here.
If I understand your case, you want to include a survey question in the last email of an email series.
While we can send many emails in a series, we cannot tag along a survey (or an email with a survey question) in the series.
Instead, create a program based on the survey model you want where you include a template with a space for a question. Associate it with your survey - you get to pick one question and it has to be a single answer question. Use Query builder to find in AO mails the recipients of the previous email recently sent.
While we can send many emails in a series, we cannot tag along a survey (or an email with a survey question) in the series.
Instead, create a program based on the survey model you want where you include a template with a space for a question. Associate it with your survey - you get to pick one question and it has to be a single answer question. Use Query builder to find in AO mails the recipients of the previous email recently sent.
+5This article might help as well in terms of triggering the survey email right after case closure (and using our feature of embedding an in-line survey question as Diane points out).
Sample SFDC Trigger for JO
Sample SFDC Trigger for JO
+3Hey @katerina_nemcova_9fa1af
So we don't recommend integrating the Survey questions directly into an SFDC email template, because it uses alot of older Gainsight features. Also, those emails would be on a delay of up to 24 hours.
As Denise mentioned, we can do Events based triggering of a Survey, but it does require an Apex trigger to be installed into SFDC (we have a sample on that doc she shared). We can also do it without the Apex trigger, which will have the up to 24 hour delay, but we can also trigger other pieces after the original email, such as reminders, CTA's, or have the data report back into Gainsight/SFDC.
If you have other questions or want to explore this, please let me know. I can @baji_bathula and @easton_taylor to help us out here.
So we don't recommend integrating the Survey questions directly into an SFDC email template, because it uses alot of older Gainsight features. Also, those emails would be on a delay of up to 24 hours.
As Denise mentioned, we can do Events based triggering of a Survey, but it does require an Apex trigger to be installed into SFDC (we have a sample on that doc she shared). We can also do it without the Apex trigger, which will have the up to 24 hour delay, but we can also trigger other pieces after the original email, such as reminders, CTA's, or have the data report back into Gainsight/SFDC.
If you have other questions or want to explore this, please let me know. I can @baji_bathula and @easton_taylor to help us out here.
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