Out-of-the-box event-based or triggered surveys
None
I'm working with several customers who are interested in being able to set up surveys based on specific events (or triggers). For example, configure Gainsight so that a survey is automatically sent when implementation is complete for a customer as denoted by a change in stage. While this is possible with Gainsight Services via a SOW, it would be ideal to put the power of triggering surveys in the hands of Gainsight admins. Anyone else interested in this capability?
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Once the enhancement is completed, It would work like this,
Let me know your thoughts on this! Vote for this enhancement by hitting like.
You will be able to do it with the filters that looks like this
Contract date = Rule date - 30days
OR
Contract date = Rule date - 60 days.
OR
and so on...
Here the limit is only the number of filters that you can add. The limit on the # of filters is 26, so you can imagine how long you can go with this.
IF(MOD((DATEVALUE(LastModifiedDate) - DATEVALUE(CreatedDate)),30) = 0, true, false)
Here I am taking difference between modified_date and created_date and seeing it is in multiples of 30 and setting the checkbox to true. You can stored date field or use NOW() which gives today's date and achieve the same
Use this checkbox as a criteria in copilot while creating the list.
Quick question, Since you can schedule the outreaches to run only once per day, are you okay in sending out the surveys for cases closed batched to once in a day?
Thanks
I believe right now I could set up a survey each day and add participants manually based on the above criteria, but an automatic solution would be much more scalable. Let me know if I can do anything else to help or if you have any questions!
Just stumbled upon this and have not seen any activity for the last 3 months. This is something we are currently looking at too especially in regards to the training case.
I.e account manager opens a CTA adding a milestone to say hey we are conducting a training. Finishes training closes CTA attaching documents used and notes on what was trained on.
Next step is when an automated survey/copilot with survey function would be brilliant however
I wrote some notes out to our AM in GS below of some research I did on the approaches we could take.
Let me know if anyone has a Eureka moment or if this is just an idea for now?
Co-pilot Approach
The advantage with this approach is that the email is personalized with their email address and name as appose to a generic email address and powerlist is filterable to their outreaches. The UI is great plus a link to any training materials can be attached here too. The problem here is that we have some duplicate data on contacts which you cannot remove and in addition if the filter is by lets say Account name as appose to user details again you cannot select the users you want the outreach to go to.
Survey Tab Approach
The good thing here is that they are able to select who they want to distribute the survey to once filter has been chosen. However the UI is a little complicated especially as ALL AM users will be adding to the distribution list on the ‘same’ survey template created. In addition the email is send by a generic email and no other info but survey goes out. Someone could also by mistake send the survey to all users thats on the prepopulated distribution list.
Thanks
Naquiyah
I would love this usecase to work the way Kelly commented but unfortunately CTA contacts is not an option in Copilot powerlist. We are working on a better approach to send surveys on closure of CTA or a support case. However timing is TBD. Will keep you posted on this.
Thanks for your feedback. It adds a lot of insight into our design for future.
Thanks guys
I will open it as an idea as having associated contact to generate a power list is gold!
Thanks for having a look at that Sundar
Naquiyah