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Questionnaire Assistance Overview
Questionnaire Assistance Overview
This article answers commonly asked questions about SafeBase's questionnaire assistance service
Kevin Qiu avatar
Written by Kevin Qiu
Updated over a week ago

Note: This is an Add On service for select Enterprise customers. Please reach out to your AE or CSM for additional details if you are interested.

Knowledge Transfer

  1. Send us a zip folder with all previous questionnaires that have been completed by your team. Alternatively, you may also upload these to a shared Google Drive folder. Let us know your preference, or if you would rather share these documents using a different platform.

  2. This information will be uploaded to Knowledge Base to assist us in answering questionnaires. We will do the initial import.

Questionnaire Completion Process

  1. We automatically detect if your customers upload via our portal, so no action is required in those cases, including which product they selected if you have multiple products enabled. Moving forward, your internal team can send questionnaires to questionnaires@safebase.io if the customer does not want to upload them through SafeBase. If you are a multiple products customer, please let us know which business unit/product the questionnaire is meant for.

  2. At the moment, we do not automatically send questionnaires back to the customer. Upon completion, we will email your team to advise that it has been done along with anything that needs additional attention. We will paste the Google Drive link into that email directly when we are complete with our first pass.

  3. We will leave comments throughout the Google Doc or Sheet on anything that needs clarification or something that may need to be discussed with your internal team (Legal, Dev, etc). Over time, this should be less and less common, but in many cases there will be questions that we can’t always answer, such as who the AE is for the customer, or specific information about financial statements for your company.

Post Completion

  1. After your team has reviewed and completed outstanding questions, let the SafeBase team know in the email thread. The information will be uploaded into your org’s Knowledge Base (KB) to improve the accuracy of future questionnaires. There may be cases in which this is not possible, such as if there is a strangely formatted questionnaire, or a portal that does not have an easy export feature.

  2. You can login to SafeBase and view the customer’s Accounts page to determine who uploaded it. The completed questionnaire can then be sent back to the customer via email.

FAQ’s

  1. What if the questionnaire is in a portal? For any questionnaires that live on an external portal that need credentials, you can invite questionnaires@safebase.io as a Guest user to a Vault under your control. That way you can add as many Solutions Engineers, Account Executives, etc. without running into any limitations with Guest Accounts. This is the easiest, most secure way to share credentials. You can also choose to leverage 1Password's Link Share feature. If needed, we are also able to receive passwords via LastPass. As a security best practice, we do not want any credentials living in emails that can be forwarded accidentally.

    1. What if the portal requires document uploads? We've seen many customers upload a PDF that states a line such as "We do not upload sensitive security documents to third party questionnaire portals. Please download our watermarked documents from our secure Trust Center at https://trust.company.com".

  2. How will we collaborate with you? We will typically start a new email thread for each questionnaire. You may also reach us at questionnaires@safebase.io for any questions not related to specific questionnaires.

  3. When will I get the completed questionnaire? Questionnaires have a 48-hour business day turnaround time for the first pass. Some questionnaires may require a bit of back and forth if they are particularly detailed, or if there are non-security and privacy related questions that our team does not typically answer.

Why do customers still give me a questionnaire even after I set up the Trust Center?

In many cases, we have seen customers forgo custom questionnaires and download standardized ones such as the SIG, VSA, CAIQ, and HECVAT. The more of these you have on your Trust Center, the more likely a customer will accept them in lieu of a custom one. The earlier your sales team invites customers to your SafeBase Trust Center, the more likely they will be impressed and forgo their typical questionnaire. Over time your team will see a drastic reduction in questionnaires as Trust Centers become the norm in our industry.

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