Survey Trigger once a Field on Account is set to Closed

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  • Updated 9 months ago
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We are trying to automate a Survey flow to our customers who have had consulting engagements with us.

We would want to send the survey to the customer once the Consulting Project is set to close and this done on our account object. 

I did try to setup a rule to send email but This type of rule does not seem to support Gainsight Email templates where survey is embedded.

How can we achieve this survey trigger automation.

Any insights will be helpful

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Posted 9 months ago

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Denise Stokowski, Official Rep

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Have you tried using Advanced Outreach (AO)?  You could also trigger entry into the AO using an actual trigger event in SFDC.

This article shows an example of this in Case Closed CSAT use case.
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Dan Ahrens, Official Rep

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Adding to what Denise posted, keep in mind that templates that utilize embedded surveys are only supported using Email Templates 2.0 and Advanced Outreaches. 


"This feature is only supported as part of an Advanced Outreach and in Email Templates 2.0."