How to map GS customer survey feedback to custom case fields, so case owner can see the customer response within the case itself.

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How to map GS customer survey feedback to custom case fields, so case owner can see the customer response within the case itself?
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Arminder Singh

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Posted 4 months ago

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Dan Ahrens, Gainster (employee)

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Hi Arminder, this is very similar to the question raised in this community post. This can be achieved by associating the object and field to the survey - details in this support article
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Arminder Singh

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Dan, thanks for sharing the article. It's not clear on how to actually implement this in Gainsight and Salesforce. Is there an article which walks through the process of mapping a specific set of survey fields to specific fields in salesforce, so that when a customer survey response comes in for a specific case, it auto-populates that related case's specific fields with the data? For example Map the customer's CSAT of Good or Bad in the case and display the result in there and map customer comments posted in GS Survey to a Survey Comments for that specific case and auto-populate those fields in SF case? Any help will be greatly appreciated.
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Dan Ahrens, Gainster (employee)

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Hey Arminder. It would be a multistep process to get the data associated and then write it to the correct objects. At a high level here are the steps:

  • Create the object and field association on the survey (so that when the survey is triggered, the specific case number is attached to that response)
  • Add field(s) to the case object to hold the survey response information 
  • Write a bionic rule to look for recently completed surveys and copy the response field(s) to the case object custom fields you created in the previous step

If you'd like a little more hands on assistance including having a Gainsight pro walk through these steps, post your request to this week's Admin Office Hours thread. Submit your questions to that thread and we'll address them during our session at 11am PST / 12pm MST / 1pm CST / 2pm EST.
(Edited)
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Shiv Kumar Katiyar, Employee

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Hi Dan,

This request came to support as well and we tried all the possibility but the main constraint is with the multiple choice questions.

Here is how we went through this requirement.

1) First we identified the object where that checkbox field answer string can be found. Then we thought bionic rule would be useful as we have other couple of option like merge, transformation and pivoting. Hence, we went ahead and created the one.

2)Inside which we created two data tasks to gather case information form survey participant and other required fields from survey data space.

3)Then joined these two data tasks and applied a pivot  task on the result set feeling that it would provide me row level data in adjacent columns.However when we saw the result it was not providing data in adjacent columns.

4)We actually planned to concatenate if we get the data in adjacent columns, as we could not get the data as expected using pivot task we could not get this use case achieved.

Note:So the final reason for not able to achieve this use case is because we don't have such ability to get data from rows in adjacent columns.

I am posting this as recently one other customer had a similar requirement. Here is the post-

https://community.gainsight.com/gainsight/topics/load-checkbox-question-responses-in-a-particular-cu...
~Shiv
(Edited)