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Triggering a Qualtrics survey via Gainsight?

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Hi All, 

I am looking at a way to integrate Gainsight and Qualtrics. I know there is no connection today and I understand Gainsight has a survey tool. Unfortunately, our company has decided the only surveys sent from our org will be from Qualtrics. 

 

CSMs want to trigger a survey based on an action or CTA within Gainsight and pass basic contact information. 

 

My question for all of you folks is has anyone done much with the Gainsight API? Does this sound like something that can be done? Anyone have any thoughts or suggestions. And we cannot switch surveys to Gainsight :)

 

Thanks,
Mike

Best answer by dan_ahrens

Hi @Michael.Bouley - does Qualtrics have an API for triggering their surveys? If so, you can trigger that API using Gainsight Rules. See this link for more info: https://support.gainsight.com/Gainsight_NXT/03Rules_Engine/03Set_Up_Rule_Action_Types/Call_External_API_Action_Type

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dan_ahrens
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  • July 29, 2021

Hi @Michael.Bouley - does Qualtrics have an API for triggering their surveys? If so, you can trigger that API using Gainsight Rules. See this link for more info: https://support.gainsight.com/Gainsight_NXT/03Rules_Engine/03Set_Up_Rule_Action_Types/Call_External_API_Action_Type

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  • July 29, 2021

If you’re on Salesforce, you can send from Gainsight to Salesforce to Qualtrics. Qualtrics has great integrations with Salesforce. See here for some additional info: 

https://www.qualtrics.com/support/integrations/salesforce-integration/triggering-and-emailing-surveys/

Jean
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    Michael.Bouley
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  • August 17, 2021

@dan_ahrens - thank you for the link, this is super helpful. Is this the same on Salesforce Edition and NXT? My company currently has both instances (due to merger), but we will be landing on one of them. Curious if the capability exists for both platforms. Any idea?

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  • August 17, 2021

@jean.nairon - Thank you very much. We are on Salesforce and you are right, the integration with SFDC and Qualtrics is fantastic. The problem we have is that SFDC is locked down by our IT group and they do not allow the creation of objects, fields without a very strict and formal review. It is extremely difficult to have something done in SF. That’s why I’m looking into going directly from Gainsight.

dan_ahrens
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Michael.Bouley wrote:

@dan_ahrens - thank you for the link, this is super helpful. Is this the same on Salesforce Edition and NXT? My company currently has both instances (due to merger), but we will be landing on one of them. Curious if the capability exists for both platforms. Any idea?

Yes, this is also available in SFDC edition: https://support.gainsight.com/SFDC_Edition/Rules_Engine/Admin_Guides/Call_External_API_Action_Type

VP of Customer Success at Forcepoint
justinduffell
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  • January 6, 2022

Hi All! We are Gainsight NXT, use Salesforce, and look to add Qualtrics as our survey tool in 2022. We plan to trigger the survey sends from Salesforce but are curious how you handle responses and the closed loop feedback processes.

 

We would like to integrate the responses from Qualtrics to Gainsight (ideally into the native survey object in Gainsight) and leverage CTAs for the CLF process. Has anyone done this and have any insight as we plan our implementation?

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