Once you have authenticated your external instance and selected and mapped your Fields to pull, you will need to decide on your pull criteria - when and how are you going to pull data from your external system? This part also allows you to select a field to be updated in your system once a record has been pulled for surveying. Below, we discuss the Update field, the Filters, Manual or automatic pulling, and pulling Frequency.

1) Update field

When we pull a record from your system for surveying, we can post something back into your system. This way, you can keep track of which records have already been pulled for surveying. Select the desired field from the dropdown here, and enter the value which you would like us to post in that field. For instance, you could create a custom field under Contact called "Survey Requested?", and enter the value 'yes' in the text box. If we then pull a record, we will post the value 'yes' into the field.

If you select a date field, we will post the date of pulling, plus an additional number of days. So for example, you could create a custom date field under Contact called "Date Last Survey Requested"; when we then pull the record, we will populate this field with the date of pulling. Alternatively, you could set the "Date Next Survey Requested", by having Today + 90 days, to send out the next survey 90 days from the previous.

2) Filters

Using filters, you can control which records we pull for surveying. For instance, if you are pulling from the Contact object, you might want to pull only contacts for a particular region, or contacts with a particular status such as 'Key Contacts'. Any field available in the object can be used as a filter.

If you want to survey a subsection of Contacts, or spread out your surveying, you can also use filters in combination with a trigger field in your system. For instance, you could add a custom field to your Contact object with "Survey = Yes/No". Using the filters option here, you would choose to pull only records with "Survey = Yes". In your system, you can then manage either manually or through automated rules which Contacts are marked as eligible for surveying with "Survey = Yes", and which are ineligible for surveying, with "Survey = No".

Please note: filter values are case sensitive! So make sure you enter the exact value found in your CRM.

Interaction between fields

Please see below the working of the filters and when it is an AND or OR criteria for our Integration feature.

  • 2 filters with the same field and both with condition "is" will become OR
    Example: (AccountId = '123ABC' OR AccountId = '321XYZ')
    This will pull data where the AccountId is either 123ABC, or where AccountId is 321XYZ.

  • 2 filters with the same field and one with condition "is" and the other "is not" will become AND
    Example: (AccountId = '123ABC' AND AccountId != '321XYZ')
    This will pull data where the AccountId is 123ABC, but its AccountId is not 321XYZ.

  • 2 filters with the same field and one with condition "is" and the other "contains" will become OR
    Example: (AccountId = '123ABC' OR AccountId LIKE '%123%')
    This will pull data where the AccountId is either 123ABC, or contains 123.

  • 2 filters with the same field and one with condition "is not" and the other "contains" will become AND
    Example: (AccountId != '123ABC' AND AccountId LIKE '%123%')
    This will pull data where the AccountId contains 123, but where the AccountId is not 123ABC.

  • 2 filters with different fields --> AND
    Example: (AccountId != '123ABC') AND (AssistantName = 'John Doe')
    This will pull data where the AssistantName is John Doe, but AccountId is not 123ABC.

3) Manual or automatic pulling

If you select 'Manual pulling only', you will be able to manually pull records when you wish, either directly from My Integrations in the Integration Hub or via the In-App Upload. Each time you pull records, you will be able to check the mapping and filtering before confirming an upload, although the system will remember your last settings.

If you want CustomerGauge to automatically check your system for records to pull, you should select 'Enable automatic pulling'. You will be asked to specify the frequency with which CustomerGauge should check your system for records matching your filtering criteria.

4) Frequency

You can choose a variety of frequencies, from hourly to yearly - and you can also select a particular number of days. Additionally, you can indicate the start date from which you wish CustomerGauge to start checking your system.

Please note, if you select a weekly frequency, this will mean our system checks every 7 days from the start date (so you can decide yourself whether you would like this to be on a Sunday, Monday, or some other day of the week. The same principle applies for monthly frequency (every 30 days), quarterly (every 90 days), half-yearly (every 180 days) and yearly (every 365 days).

The appropriate frequency for pulling depends on how often you expect new records to be eligible for surveying. You should make sure that your filter settings work well together with your frequency setting. For instance, if you want to survey all your 'Key Contacts' on a relational basis every quarter, it wouldn't be appropriate to set an hourly frequency. Instead, you would use "Key Contact = Yes" as one of your filters, and set a quarterly frequency with your desired start date. If, on the other hand, you choose a type of trigger field as your main filter, such as "Survey Contact = Yes", and you plan to frequently update this field as new Contacts become eligible for surveying, you might want to set a daily or even hourly frequency.

If you choose this route, you should ensure that your update field and your filter criteria work together. For instance, if your main filter is "Survey Contact = Yes", then you should set the update field to post a different value in the field "Survey Contact" (for example "No"). This way, the next time CustomerGauge checks your system for records matching the filtering criteria, we won't pull the same records again.

If you're having a hard time figuring out what the best pull criteria are for your use case, don't hesitate to get in touch with your Customer Succes Manager, who will be happy to guide you through this process.

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