We use Qualtrics for our NPS surveys and have a rule to create a CTA for the CSM when responses are received. The survey response (score, comments, who responded, etc.) is recorded in the Comments section of the CTA. When the CSM closes out the CTA, there is no easy way to see what the response was. We would love to be able to record the responses as a Timeline entry, preferably a Timeline entry from within the CTA. That way it would be easy for the CSM, their manager, and sales counterparts to see the NPS scores and comments.
YES! I love this idea, especially if the Comments can be included. This would be a great in-survey setting to say "Post to Timeline" and have Comments be an option.
Anna, you might want to add the Survey section into your C360 / R360 page and that way you have all customer's feedback in one place in a nicely displayed form.
Hi Marcelo, We do have the NPS Survey Results section, but it doesn't include the comments. We just have the score, the contact's name, created date, and a link to the survey in SFDC. We also have the trending section. Is there a way we could include the comments there?
Interesting. Our C360 doesn't look anything like that. Is that because we're using Qualtrics, rather than Gainsight to send NPS? Or is that a screenshot from an R360 page?
Ohhh... that could be the difference (we are sending all our Surveys from within GainSight). Unfortunately it seems you won't be able to write directly into Timeline Activity object in the MDA to create those entries form a rule, so maybe submit a request to have a rule activity to create timeline entries? Unless anyone else has some other ideas on how to accomplish this.
Looks like the section on your 360 is a Salesforce report. There's a couple of things I think you can do to display the comments from your survey responses in Gainsight.
1. If the comments are being mapped back to Salesforce and exists on the Salesforce records, then you can probably just add comments as a section to the report being displayed.
2. If Qualtrics allows you to do so, create a second mapping of surveys responses to the object NPSResponse (Gainsight's survey object). Include comments in the mapping, and add Gainsight's NPS section to your 360 layout(s). Documentation for the this is here: https://support.gainsight.com/Surveys/Examples_and_Tutorials/Load_3rd_Party_NPS_Results_to_Gainsight
The second option here is how you can get the view that Marcelo referenced.
Nonetheless, great idea!! We're heavy users of timeline and the more context we can add there, the better imo :)
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