Feature Overview

The Experience Reasons setup enables administrators to define the reasons that sales representatives can select when excluding accounts from feedback requests, ensuring consistent tracking and reporting of feedback exclusions across the organization.

How It Works

The Experience Reasons interface displays a table of all available exclusion reasons for account-based feedback automation. Each reason entry shows its label, enabled/disabled status, and provides editing capabilities. System default reasons are marked with a star icon and cannot be deleted, while custom reasons can be fully managed by administrators.

Administrators can drag and drop reasons to reorder them, which affects the display order in feedback exclusion forms. Each reason can be enabled or disabled to control availability, and custom reasons can be added, edited, or deleted as organizational needs evolve.

When sales representatives exclude accounts from feedback requests, they select from these configured experience reasons, which are then tracked in reports and analytics for better understanding of feedback collection patterns.

Use Cases

• For Admins: Create standardized exclusion reasons that align with organizational feedback policies and ensure consistent categorization of account exclusions across all sales teams.
• For Sales and Revenue Operations: Track and analyze exclusion patterns using standardized reasons, enabling insights into feedback collection effectiveness and identification of opportunities for process improvements.

See It in Action

Requirements

• TruSales Admin, Super Admin, or Organization Admin role permissions for Setup module access
• Active CRM instance integration properly configured and synced with sales stages available
• Active account feedback request automation configured
• Understanding of organizational feedback collection policies and exclusion criteria

Highlights

• Drag-and-drop reordering enables customized reason prioritization for sales teams
• System default reasons provide essential functionality while custom reasons enable organizational flexibility
• Enabled/disabled status controls reason availability without data loss

Need Help?

Contact your Customer Success Manager for help configuring experience reasons or troubleshooting feedback exclusion workflows, or TruSales Support if you experience any technical issues with this page.