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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

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      brittany
      brittany
      Contributor ⭐️⭐️⭐️⭐️⭐️
      October 23, 2017
      Hmm. Strange.. Not sure how else to advise, but here is our configuration and it's working.


        leanne
        leanne
        Contributor ⭐️⭐️⭐️⭐️⭐️
        October 26, 2017
        Thanks for the examples Brittany!  I got the link to show up by copying your settings, though I'm still not sure WHY.  I've got support trying to figure out if it's the Type=Opportunity that enables the link, or enabling the CTA name to "Include in Identifiers".  (whoknows?)
        brittany
        brittany
        Contributor ⭐️⭐️⭐️⭐️⭐️
        October 26, 2017
        Hah isn't that (sadly) often the case?
        I don't think it's due to Type=Opportunity because our CTA's for passives and detractors are Type=Risk, and they work as expected. Maybe it's the identifiers?
        Gainsight Employee ⭐️
        hitesh_sharma
        Gainsight Employee ⭐️
        October 29, 2017
        Hi Leanne,

        Good to hear that its working, let me know if you see any issue.

        Regards,
        Hitesh 
        leanne
        leanne
        Contributor ⭐️⭐️⭐️⭐️⭐️
        November 9, 2017
        In case anyone else runs into this, we figured out what was causing the survey links to not work.  We were trying to use the Comment field to provide instructions to the CSM getting the CTA.  If you include any text in the Comment field, the link to the survey will not appear.  So you can either have a Comment, or a link, but not both.  (Wouldn't it be nice if this was clear from the UI, instead of taking investigation from L2 to figure out?)
        Gainsight Employee ⭐️
        hitesh_sharma
        Gainsight Employee ⭐️
        November 13, 2017
        Hi Leanne,

        We will plan to add a message in the UI to clear the confusion.

        Regards,
        Hitesh
        leanne
        leanne
        Contributor ⭐️⭐️⭐️⭐️⭐️
        November 17, 2017
        Thanks Hitesh.

        If you'r considering ideas for how to do this, rather than just adding a message, can I make a suggestion? 

        It would be most helpful and intuitive if the Comment field in the CTA Creation screen of the Survey could be pre-filled with the token-ized text that will actually show, rather than showing as a blank text field.  

        ie. Currently, if I leave the comment field blank, what shows up in the comment of any CTA created is:
        "Participant [Participant Name] responded on the survey [Survey Name] @ [Response Date] with the following answers: Question - [Question] Answer - [Answer] [Survey Response Link] 
        This survey CTA is associated to [Associated Object] with Id [Associated object ID]."

        It would be fantastic if that text was pre-filled, and I could edit it as desired to add additional comments or tokens, or even remove part of that default comment.  I have an internal survey that I'd like to include a link to, but don't really want to include the answer in the Comment, since I don't want everyone on our team to see the responses.  
          Gainsight Employee ⭐️
          hitesh_sharma
          Gainsight Employee ⭐️
          November 30, 2017
          Hi Leanne,

          Sry for late reply.

          I have discussed about the Suggestion with the PM and we are planning to add it in the new Survey 2.0.

          Regards,
          Hitesh
            marcelo
            marcelo
            Helper ⭐️
            May 8, 2018
            @Hitesh do you know if the above feature is already in the roadmap and timelines around this? Thanks!
            marcelo
            marcelo
            Helper ⭐️
            May 24, 2018
            Adding another use case to this, it would be ideal if we could have tokens for survey link available within the CTA function of the Advanced Outreaches. That would make it much more powerful rather than having to opt for canned response from survey CTA vs limited functionality from AO CTA. Is this something currently being considered?

            Thanks!
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