While it is great to now have conditional branching in multi-question surveys in PX, it’s very unfortunate that we are not able to sync these engagements. According to the latest updates to the Gainsight PX Integration with Surveys documentation, surveys from PX will not be synched from the point branching logic is introduced. As such, when using multi-question surveys with branching logic, we cannot sync our complete survey data, which is a significant gap.
Because the NPS survey does not allow for conditional branching, and our org would like to ask targeted questions related to the initial detractor, passive, or promoter response, we intend to use the multi-question survey to accomplish this. However, when it comes time to sync this data to CS, we’re unable to do so because Gainsight Surveys does not currently support the synching of PX engagements with branching logic.
Allowing the syncing of the branching logic data would close a significant gap, and add value for CS+PX admins/users.
Heavy +1!
Including@danny_hallgren for visibility
This is a great enhancement request@mickey @skalle
Hi@Molly.McQ ,
We do acknowledge that currently there is this limitation of ability to sync the PX Branched Surveys to CS. We are working on enabling this and taking it as an item on our roadmap.
Thanks
Very happy to hear this,@aharkut ! Do you happen to have any estimate of when this might be in scope for delivery?
Today, I do not have an estimate for this@Molly.McQ . But I will keep this thread updated as and when we make progress.
Much appreciated,@aharkut ! Our org is eager for this functionality, so we’ll be keeping an eye out for any updates.
Would be super great to have this request! +1
Super agree! We have heavy needs to engagement branching as well.
Use case: We have an on-demand guide triggered from KC bot. It’s an overview of a certain page. we need to target the tooltip on the content inside the tab which the user doesn’t not always have it opened when they launch their guide. Currently, we enable skippable for that tooltip. However, ideally, we don’t want the user to skip it because it’s an important part of the UI overview. We want to add a few more steps guiding the user to find and open that tab and then continue the tour with same content as when the tab is opened. A similar branching feature in survey will also be helpful in our case.
Walk-arounds in mind: We gave some thoughts about using the custom events. But it seems the custom event is the engagement-level rule we can’t apply it to a certain step inside a guide. In addition, the guide is launched from the KC bot, audience rule in engagement level won’t really change anything.
Hello! Is there any ETA related to this request@aharkut ?
The conditional branching logic was introduced more than half a year ago and we really really need a native way to sync the NPS values from PX to CS… Although we have a workaround to show the responses as a related list, the fact that we can’t bring in the NPS values is causing a lack of visibility in historical trends, impacting dashboards and widgets. This is not only impacting the CSMs (e.g, Home and C360) but also dashboards that are used by Senior Leadership.
Can you consider enabling at least a "partial" sync to ingest only the scores to fill that visibility gap until the team can develop a sync to include the full survey questions and their responses? Thank you!
Hi@Molly.McQ and @romihache - In November, we resolved the limitation of not being able to sync Conditional Branched survey responses from PX to CS. Now, irrespective of the type of survey - the responses received can be synced to CS from PX. Would that solve your issue at hand?
There will still be a small limitation of not being able to use the PX Branched Survey in JO for sending it to customers. I guess this might not be the need of the hour.
Thanks,
Abhilash
Thank you so much@aharkut ! I must have missed the announcement!
Just in case, I’ve passed this on to our PX CSM, but please note that the documentation is outdated@aharkut :