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katerina_nemcova
katerina_nemcova
Helper ⭐️
March 4, 2019
Solved

Can we integrate 1 question survey into an email template in SFDC?

  • March 4, 2019
  • 3 replies
  • 96 views
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

Best 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.

3 replies

diane_morneau
diane_morneau
Helper ⭐️⭐️⭐️
March 4, 2019
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.

    dstokowski
    dstokowski
    Gainsight Employee ⭐️⭐️
    March 5, 2019
    This 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

      christopher_sanderson
      christopher_sandersonAnswer
      Helper ⭐️⭐️
      March 5, 2019
      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.

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