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tom_gerth
tom_gerth
Gainsight Employee ⭐️⭐️
October 11, 2016
New Idea

Survey Link in CTAs

  • October 11, 2016
  • 21 replies
  • 305 views
Hey all,

I am posting this on behalf of a customer that had a question about Survey CTAs.

What they would like to see is the ability to put a link in the CTA that is fired off from the Survey tool that will direct the CSM straight to the survey question so that they may have quicker access to the finer details of the survey response.

This would keep the CSM from having to go through the CTA then navigate to the customer's CS360 page and grab the details from the Survey section of the page.

Do we have any other requests for something like this or have it anywhere on the roadmap?

Thanks!

      21 replies

      dan_ahrens
      dan_ahrens
      Expert ⭐️⭐️⭐️
      October 11, 2016
      Hi Tom,

      One idea that may be helpful is that if you subscribe to updates on that customer (via the C360 page)



      and then set your notification preferences by clicking the 'alarm bell'



      then you will receive updates via email and the email update will have the link to the survey response:

      VP of Customer Success at Forcepoint
      praneet
      praneet
      Helper ⭐️⭐️⭐️
      October 12, 2016
      Hi Tom,
      We already have this feature in current Survey CTA, where user can directly go to Survey Response page from CTA comments section.
      logan_t
      logan_t
      Contributor ⭐️⭐️⭐️
      May 15, 2017
      Hello Prithvi!

      Would you be able to provide some clarification as to what exactly this process looks like?

      We have a few customers that would like to replicate this process, and they were looking to community for some further information! 

      Any details as to how this can be completed would be greatly appreciated!

      Thanks,
      Logan Thome
      manu_mittal
      Gainsight Employee ⭐️
      manu_mittal
      Gainsight Employee ⭐️
      May 16, 2017
      Hey Logan,

      The link Praneet is referring to automatically shows up when a CTA is created by the Survey module, as shown below:

      brittany
      brittany
      Contributor ⭐️⭐️⭐️⭐️⭐️
      May 16, 2017
      Hi Manu,

      Thanks for the reply. I'm not seeing that in my Survey CTA's...

      manu_mittal
      Gainsight Employee ⭐️
      manu_mittal
      Gainsight Employee ⭐️
      May 16, 2017
      Hi Brittany,

      Could you please check your Survey CTA rule (under Set CTA's sub-tab on the left)? It's likely that the following configuration is set to 'never' post any comments when CTAs are created: 

              

      brittany
      brittany
      Contributor ⭐️⭐️⭐️⭐️⭐️
      May 16, 2017
      Manu,

      Never was chosen for some CTA's but Once was chosen for others as well yet the link was not appearing on those either. Is it required to have "Make chatter posts for CTAs" turned on under Admin > CTA > General Settings for this link to be available? We don't use Chatter now that Timeline is available so I removed it from the CTA detail view to avoid clutter.
      leanne
      leanne
      Contributor ⭐️⭐️⭐️⭐️⭐️
      October 23, 2017
      We've had several CSMs ask for this as well.  Is there a setting or something needed to enable this?  I have the CTA set to "Post update to chatter and/or comments:" = Once,


      but get no link to the survey in the CTAs. 



      What am I missing?
      brittany
      brittany
      Contributor ⭐️⭐️⭐️⭐️⭐️
      October 23, 2017
      Hey Leanne,

      This doesn't work for CTA's built in the Rules Engine (sadly), only for CTA's built from the Survey module. I thought that Linked Objects would be a way to get around this (using the NPS Survey Response Object), but sadly it did not. 

      Survey CTA's are a bit more limited than Rules Engine CTA's as far as using merge fields go, but the one plus is that they fire in real time to the survey response coming in rather than wait for the schedule rule time.
      leanne
      leanne
      Contributor ⭐️⭐️⭐️⭐️⭐️
      October 23, 2017
      Hi Brittany, 

      The CTAs I created are coming from the Survey module, not the Rules engine.  I do like that they fire in real time, but can't figure out how to get that survey link in there. 
      Show more replies
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