I would need the steps within Gainsight, and the goal is to send an NPS after a CSM has finished the success plan.
- Build a Survey with an NPS question and Publish the survey to Activate
- In Journey Orchestrator, Programs create a new Program with the Generic Survey Model and select the survey you built
- Within the Participant build (Green box of the survey model layout), choose Query as the Participant Source
- Build a query using a Dataset Task Success Plan object and filter for Success Plans that have closed recently (within the last day for example) and if they are a specific type. Be sure to include the Company GSID and the GSID of the Success Plan
- Within the same query, build another Dataset Task that uses the Company Person and pull in the Contact details including Email (within Person object) and Company GSID (within Company Object). If you need to only send to a select type of contact (e.g. Executive Sponsor) then add an appropriate filter.
- Merge the two datasets by matching by Company GSID and Retaining Common records from both datasets
- Set the Schedule of the Query to “...ensure to include any participant added in the future” -- this will set the schedule for how frequently the query will re-run to get new participant.
- Setup the rest of the Program - map fields including Company GSID, Recipient Email, and a Custom field for Success Plan GSID at a minimum. Set the Uniqueness Criteria to be Success Plan GSID and Recipitent.
- Setup up the rest of the Program to include the email templates
I recommend testing the program to one account before turning on completely
Thank you
Reply
Sign up
If you ever had a profile with us, there's no need to create another one.
Don't worry if your email address has since changed, or you can't remember your login, just let us know at community@gainsight.com and we'll help you get started from where you left.
Else, please continue with the registration below.
Welcome to the Gainsight Community
Enter your E-mail address. We'll send you an e-mail with instructions to reset your password.