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Knowledge Base
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Knowledge base
The Basics
The Basics
1
How is NPS calculated?
Search Functionality
4
Search
Search - Accounts
Search - Responses
Search - Non Responses
Best Practice Guides
3
Best practice for invitation emails
Optimal surveying: our standard questions
Defining your drivers
System Requirements
1
Supported Browsers
Manage your campaigns
Campaigns
12
Delivery Manager (Introduction)
Automated Campaigns
Manual Campaigns
Anonymous Campaigns
SMS FAQ
See all 12 articles
Rules and Filters
4
Recipient Filters
Sending Analytics
Duplication Rules
Use Gmail for Testing when Duplicate Checking is On.
Template Editor
8
Template Editor
Piping Data Into the Invite Email
How to set up a SMS campaign
Changing the survey link image
Editing logos on Templates and Surveys
See all 8 articles
Survey Builder
14
Editing a Survey
Uploading a Survey Logo
Customise your survey layout with CSS
Unsubscribe Page
Widget List - Survey Builder
See all 14 articles
In-App/Pop-up Surveys
5
How to work with pop-up surveys and CustomerGauge
Creating a pop-up survey using Wisepops and CustomerGauge generic survey link
Pop-up survey using SatisMeter Integration
Creating a pop-up survey using Appcues and CustomerGauge generic survey link
Creating a pop-up survey using Pendo and CustomerGauge generic survey link
Other Survey Vectors
3
Collecting feedback via Generic Survey Links
Generic Link Surveys for unknown contacts in Relationship Survey "Share" option
Distributing CustomerGauge Unique Survey Links via your own Delivery Mechanism (e.g. WeChat/WhatsApp)
Template Inspiration: Touchpoints
7
Pre-invite Email Template
Invite Email Template
Reminder Email Template
Thank You Email Template
Customer Support Email Template
See all 7 articles
Template Inspiration: Employee Experience
3
Candidate Application Email Template
New Hire Onboarding Email Template
eNPS/VoE Email Template
Employee Net Promoter (eNPS) Solution
1
How can I be sure that my survey response is REALLY confidential?
Close the Loop
Close the Loop
3
Closing the Loop in CustomerGauge
Cases Overview
Cases Tracking
Escalation Emails
1
One-Touch Firefighting
Workflow Rules
6
What is Workflow Alerts/Rules?
New Email Bounces Alerts
Lack of Response Alerts
New Response Alerts
Case Not Closed Alert
See all 6 articles
Reports
Dashboards
2
Personal Dashboards
Favorite Reports
By CustomerGauge - Standard Reports
11
Benchmarks
Data Transport
NPS Report
Responses Report
NPS by Segment
See all 11 articles
Creating & Editing Reports
4
Creating a Report - Designer Tab
Creating a Report - Settings Tab
Creating a Report - Sharing Tab
Report Hub FAQ
Responses Reporting
6
Responses: Contact Response Rate
Responses: Response Rate Target
Responses: Responses Table
Responses: Non Responses Widget
Responses: Responses Trend
See all 6 articles
NPS Reporting
9
NPS: NPS Score
NPS: NPS Target
NPS: NPS Summary
NPS: NPS Trend
NPS: NPS Table
See all 9 articles
Drivers Reporting
5
Add a Widget - Drivers Data Source
Drivers: Drivers Value - Bar chart visualization
Drivers: Drivers Loyalty
Drivers: Drivers Distribution
Drivers: Drivers Pivot Table
Tags Reporting
7
Text & Sentiment Analytics Introduction
Tags Feature
Tags, Text Analytics, & Sentiment Analysis Visualizations
Tags: Table
Tags: Scatter Chart
See all 7 articles
Close the Loop Reporting
10
Close the Loop: My Cases
Close the Loop: Close the Loop Score
Close the Loop: Close the Loop Summary
Close the Loop: KPI Summary
Close the Loop: Close the Loop Rate
See all 10 articles
Data Transport Reporting
3
Data Transport: Delivery Summary
Data Transport: Delivery Stats
Data Transport: Delivery Trend (Line chart & Table)
Overall Settings
3
On-the-fly Settings
Schedule Email Dispatch & Email Report Preference
Hierarchy Filter
Reporting Gallery
8
Inspiration: Text Analytics Reports
NPS (Basic) Reporting Widgets
Inspiration: Program Director Suite
Driver Diagnostics Reporting Widgets
Text Analytics Reporting Widgets
See all 8 articles
General Articles
1
Widgets: Features Table
Additional Questions
0
Data Input & Output
Imports
14
Split Excel Files To Upload - Too Many Records in a Single File
How to convert a file from XLS(X) to CSV
Importing Data: What Data To Import In Which Data Type
Imports - Uploading Accounts and Account Aliases
Imports - Uploading Contacts
See all 14 articles
Data Import - General
6
Which survey data should I upload?
Data File Requirements For Success
Country Codes
Language codes
Diagnosing "Failed to Deliver" statistics
See all 6 articles
Exports
3
Export Engine
Export Responses List
Exporting Account Details (revenue, response, etc)
SFTP
3
SFTP File Upload System
Windows SFTP Support
How to connect to the SFTP server
API
Getting Started with APIs
8
Introduction to API 4.1
Overview of APIs
Using API 4.0
Switching API version from 4.0 to 4.1
Authenticating using OAuth2
See all 8 articles
4.1: API Directory
8
File APIs
Stream APIs
Transactions APIs
Workflow APIs
List APIs (Unsubscribe/Bounce)
See all 8 articles
4.1: Full List of all APIs
38
File - GET Revenue
File - POST Revenue
PUT Contracts
File - GET Transactional
File - POST Transactional
See all 38 articles
v5.0 API Suite
9
GET Responses
PUT Records (Account)
PUT Records (Contact)
PUT Records (Survey)
PUT Records (Multi-Object)
See all 9 articles
Integrations
Integration (In-App Business User Version)
10
List of Available Integrations
Integration: Before you start
Integration: Authentication
Integration: Fields to pull
Integration: Pull criteria
See all 10 articles
Single Sign On
2
AWS Cognito SSO Single Sign On IDP Attributes
Single Sign On (SSO) with SAML 2.0
Salesforce Integration
1
Overview
Microsoft Dynamics Integration
5
Getting Started with Microsoft Dynamics Integrations
Microsoft Dynamics: How to Authenticate
Microsoft Dynamics: How to Set Up an Accounts Integration
Microsoft Dynamics: How to Set Up a Contacts Integration
Microsoft Dynamics: How to set up a Survey Integration
SugarCRM Integration
8
The Principle of SugarCRM Integrations
Getting Started with SugarCRM
Navigating the Integrations Page
Authenticating to SugarCRM
Setting up an Account Sync SugarCRM Integration
See all 8 articles
Webhooks
16
What are Incoming Webhooks?
Incoming Webhook: Survey Sending
Incoming Webhooks: Send Survey upon Ticket Closed in Zendesk
Incoming Webhooks: Adding Platform/Login Usage Activities from Pendo.io
Incoming Webhooks: Adding Support Ticket Activities from Zendesk
See all 16 articles
Slack
1
Slack Integration: Email Alerts and Automated Dispatched Reports
Microsoft Teams
1
Microsoft Teams: Email Alerts and Automated Dispatched Reports
Zapier Integration
16
Getting Started with the CustomerGauge Zapier App
Authenticating to CustomerGauge's Zapier App
Using the "Update/Create Activity" Action
Using the "Send Survey Invitation" Action
Using the "Upload Survey Response" Action
See all 16 articles
Embedded Survey
1
Capturing Net Promoter responses from FreshDesk and other Helpdesk systems
Zendesk Integration
1
Zendesk Integration via HTTP Target Guide
Salesforce App
1
[Work In Progress]
Admin Features
Users & Login
10
User Roles
Logging into your CustomerGauge System
Common Login Issues and their Resolution
My Profile
Changing your password
See all 10 articles
Data Access Restriction
2
Hierarchy
Data Access Restriction
System Admin
15
Data Administration: Manage Accounts
Data Administration: Delete Single Record in CustomerGauge
Data Administration: Delete File
Data Administration: Update Required Contacts
Data Administration: Delete Activities
See all 15 articles
Reviews
2
CustomerGauge Reviews
Review Manager
Security & Privacy
Security
6
CustomerGauge Information Security Plan
Privacy Standards and HIPAA Compliance
Process for GDPR/CCPA Data Privacy Request and Deletion Certificate
GDPR: How to anonymize a customer record in CustomerGauge via API
GDPR: How to anonymize a customer record in CustomerGauge via Data Administration
See all 6 articles
Service Level Agreement (SLA)
1
CustomerGauge Service Level Agreement
Account Experience System
Choosing an Account Experience System
2
50 Common Questions in Account Experience RFPs
CustomerGauge AccountExperience Awards for 2020
AX Pilot Deliverables
2
AX Pilot Program: Preparing your Company Logo
AX Pilot/AX Sprint Program: Preparing your Data
News and Updates
Release Notes / Maintenance Update
3
Our Release Notes have found a new home!
Service provider update (Amazon SES) for your DPA records:
New CustomerGauge Look and Menu Navigation is LIVE!
