Inquisium Surveys for Salesforce FAQs

Transcription

1 Inquisium Surveys for Salesforce FAQs June 2017 Cvent, Inc 1765 Greensboro Station Place McLean, VA

2 2 Inquisium Surveys for Salesforce Inquisium Surveys for Salesforce FAQs Welcome to the Inquisium Surveys for Salesforce User Guide's FAQs! In this guide, you will learn about some of the frequently asked questions that may come up when using the Inquisium Surveys App for Salesforce. With Inquisium Surveys for Salesforce, you can do the following: Make business decisions based on customer and employee feedback Control over-surveying respondents based on any or all survey programs Set up survey programs to collect feedback periodically, manually, or based on activity in Salesforce Make feedback a primary KPI for your business Run pre-configured reports in Salesforce on the data you collect For more information, visit the Cvent Community or inquisium.com/salesforce.

3 3 Inquisium Surveys for Salesforce FAQs Below are frequently asked questions and troubleshooting tips. What is the use of the Survey Staging Object? The Survey Staging Object processes survey answers and respondent details sent from Inquisium. Once processed, this data will be stored in the appropriate objects in Salesforce based on data transfer mapping set up in your survey programs. Errors in processing data sent from Inquisium can also be tracked here. Processed records will automatically be deleted after 45 days. The statuses associated to each record will be one of the following: Pending: The record is waiting to be processed. Staging records are processed periodically. Processed: The record has been processed successfully. If there are any errors, you can rectify and set the status to pending so they can be processed again. Invalid: The data sent from Inquisium is in an invalid format. In this scenario, contact your Salesforce administrator. What are the types of Survey Staging records? Data received from Inquisium are from one of two types of records - respondent and response. Respondent data is received immediately after a respondent is created in Inquisium and contains information like respondent status, invitation links, and opt out status. Response data is received after the respondent answers the survey and contains information like survey answers and contact and respondent details. What if I do not see records in the Survey Staging Object even though responses are being submitted in Inquisium? Connection failure between the two applications could prevent Inquisium from sending data successfully to Salesforce. To refresh the connection, go to the Inquisium Admin tab and click Refresh Connection. If you are not able to establish a successful connection, the entered access token may be expired or incorrect. In that case, in Cvent, go to Admin > Integrations > Salesforce Integrations to find the correct access token. Enter it in Salesforce to re-establish the connection. What do the different statuses in Inquisium Activity Tracker Object mean? Pending: The record is waiting to be processed. Processed: The record has met the survey program's criteria and processed successfully. No-Match: The record was processed but did not meet any survey program's criteria. This will not create a Respondent record. Failed: The record processing has failed. See the Error Details column for more information and change status to Re-Process to process again. Re-Process: The record is waiting to be reprocessed. Spam: The record was processed but exceeded the criteria set for Survey Fatigue Limit.

4 4 Inquisium Surveys for Salesforce Can I delete Inquisium Activity Tracker records? You can choose not to delete Inquisium Activity Tracker records since processed records will be deleted after 45 days. However, if you would like to clear records, you can delete processed records without errors. Records with errors or invalid records can be rectified and reprocessed by resolving the errors mentioned in Error Details. How frequently are Survey Staging records and Inquisium Activity Tracker records cleared? Survey Staging records and Inquisium Activity Tracker records will be cleared every 45 days. Can I delete Survey Staging records? You can choose not to delete Survey Staging records since processed records will be automatically deleted after 45 days. However, if you would like to clear records, you can delete processed records without errors. Records with errors or invalid records can be rectified and reprocessed by resolving the errors mentioned in Error Details. What is the Inquisium Logs Object? The Inquisium Logs Object records the failures that come up in your Inquisium Surveys App. In the case of these failures, extensive logs are capured under the Inquisium Activity Tracker and Survey Staging records. This will help your team identify the root cause, correct it, and then reprocess the failed Inquisium Activity Tracker and Survey Staging records. We recommend you set up alerts that get sent to Salesforce administrators when new records are created in this Object. What happens to a survey program's unanswered respondents? Unanswered respondent records will remain in the system, however you can set up a data clean up schedule under the Inquisium Admin tab to delete unanswered respondent records after a set number of days. Does this integration capture Partial Responses sent from Inquisium? Yes, Partial Responses received from Inquisium will be processed. When a Partial Response moves to Complete, its response data will be updated in Salesforce. How can I specify the exact time at which periodic s will be sent? Periodic surveys are processed every day at 8:00 AM. If you would like the to be sent during a specific time, you can set a delay under the Configurations section.

5 5 Inquisium Surveys for Salesforce What are index values? Index is a numerical value received from Inquisium that is applicable for choice based questions. It refers to the position of the choice in Inquisium and is typically used to calculate the mean value while reporting on rating questions. What question types are supported for this integration? Choice - Single Answer (Drop-Down, Horizontal, Vertical) Choice - Multiple Answers (Horizontal, Multi-Select Box, Vertical) Interactive Sliding Scale Matrix - Single Answer Per Row Matrix - Multiple Answers Per Row Open Ended Text Box - One Line Open Ended Text Box - Comment Box Open Ended Text - Date/Time Net Promoter File Upload (A link to the file will be sent to Salesforce and stored in Cvent servers.) Can export values be leveraged in Salesforce? Yes, export values set up in Inquisium will be made available in Salesforce when survey answers are sent. To use export values in reporting, you must store survey answers in the Survey Answers Object. This can be done by including the questions under Survey Program > Advanced Settings > Report With Survey Answers Object. Can scoring surveys be leveraged in Salesforce? Yes, scores set up in Inquisium will be made available in Salesforce when survey answers are sent. To use scores in reporting, you must capture survey answers in the Survey Answers Object. This can be done by including the questions under Survey Program > Advanced Settings > Report With Survey Answers Object. What Salesforce license types and clouds does the App support? Inquisium Surveys for Salesforce works for Salesforce organizations with an Enterprise level license or above and supports all Salesforce clouds. info@inquisium.com