In an effort to not overwhelm a CSM’s cockpit, we are wanting to create a CTA that aggregates survey responses over the previous week. How can I include in the notes a report of the survey response and what they responded?
Best answer by andreammeldeView original
Here is the logic and the action with the tokens
I was able to set up the rule to count the GSID of each survey type and then use that as token in the comments instead of displaying a chart
My idea is to create a low volume GS object and send a few key data points from the NPS Survey Response object, and then link the low volume object to the CTA.
Is it possible to have multiple records link to one CTA if I use the Company GSID to link?
it might - but the goal was to hopefully list all the emails so that the CSM could use the email assist task to send a follow up and not have to leave Cockpit as much as possible.
We have seen a big drop off in CSMs following up on NPS CTAs when they have to toggle between areas.
However, this is a one off program. We sent over 1400 requests for survey response whereas our normal monthly one will only be a couple hundred and can be individual.
This is helpful information, thanks
@andreammelde . For the rule that creates the CTA - what is the triggering criteria? Does it fire the CTA on the first survey response or does it wait for a set number of responses or a set amount of time before the CTA is fired?
The way that CTA comments are structured, you can’t really embed a whole report, but you could look to present the most relevant information in the CTA comments. Short of that, the option you outlined of a section in the C360 with the report and/or a dashboard view with a global filter that would allow the user to select a specific customer or region or other logical grouping to aggregate on.
We are sending a survey with a large audience and want to trigger the CTA to fire on Monday for the all the responses received the week prior and list each response. Pivot and then concatenating doesn’t really work for this
@andreammelde - how many variables from the survey are you looking to include in the CTA notes? If you pull in the data you want to include in the survey results in the rule setup you can tokenize the comments and have that data represented in the CTA creation step: https://support.gainsight.com/SFDC_Edition/Cockpit_and_Playbooks/Admin_Guides/11_Creating_and_Closing_CTAs_from_Rules_Engine#Creating_CTAs_from_Rules_Engine