Hi Community,

If we setup an integration with salesforce and we synchronize the contacts. How can we opt-out certain customers from surveys?

With a normal external contact, you can set it in the contact.

But if you synchronize contacts from Salesforce, those are read-only. 

So how can we achiever this? We want to ask in the IVR whether a customer wants to participate or not in the survey.

A survey is activated using a policy but I don't understand how the opt-out works.


rgds,

Tommy
#Ask Me Anything (AMA)
#ArchitectureandDesign
#QualityManagement

------------------------------
Tommy Braes
CX Consultant
Proximus PLC
tommy.braes.ext@proximus.com
------------------------------

Does every survey go through the survey invite flow first? Can we do a data action towards salesforce, check the contact to see if he/she wants to participate in the survey?

------------------------------
Tommy Braes
CX Consultant
Proximus PLC
tommy.braes.ext@proximus.com
------------------------------

Original Message:
Sent: 01-20-2022 09:55
From: Tommy Braes
Subject: opt-out of survey with salesforce contacts

Hi Community,

If we setup an integration with salesforce and we synchronize the contacts. How can we opt-out certain customers from surveys?

With a normal external contact, you can set it in the contact.

But if you synchronize contacts from Salesforce, those are read-only.

So how can we achiever this? We want to ask in the IVR whether a customer wants to participate or not in the survey.

A survey is activated using a policy but I don't understand how the opt-out works.


rgds,

Tommy
#Ask Me Anything (AMA)
#ArchitectureandDesign
#QualityManagement

------------------------------
Tommy Braes
CX Consultant
Proximus PLC
tommy.braes.ext@proximus.com
------------------------------

Hi Tommy,

Yes it goes through the survey invite flow if you have a QM policy (on a matching criteria) that triggers certain interactions into the survey flow.  Then yes you can do a data action towards salesforce in there.  Take a look at the "advanced survey invite flow" example in https://help.mypurecloud.com/articles/navigate-a-survey-invite-flow/ -- and you can see how Opt-out is implemented, and tweak from there.

------------------------------
Daniel Ho
Product Line Manager – Recording and Quality Management, Genesys Cloud
Workforce Engagement Management (WEM)
------------------------------

Original Message:
Sent: 01-20-2022 09:58
From: Tommy Braes
Subject: opt-out of survey with salesforce contacts

Does every survey go through the survey invite flow first? Can we do a data action towards salesforce, check the contact to see if he/she wants to participate in the survey?

------------------------------
Tommy Braes
CX Consultant
Proximus PLC
tommy.braes.ext@proximus.com

Original Message:
Sent: 01-20-2022 09:55
From: Tommy Braes
Subject: opt-out of survey with salesforce contacts

Hi Community,

If we setup an integration with salesforce and we synchronize the contacts. How can we opt-out certain customers from surveys?

With a normal external contact, you can set it in the contact.

But if you synchronize contacts from Salesforce, those are read-only.

So how can we achiever this? We want to ask in the IVR whether a customer wants to participate or not in the survey.

A survey is activated using a policy but I don't understand how the opt-out works.


rgds,

Tommy
#Ask Me Anything (AMA)
#ArchitectureandDesign
#QualityManagement

------------------------------
Tommy Braes
CX Consultant
Proximus PLC
tommy.braes.ext@proximus.com
------------------------------