Appendix: Field mappings
Customer name
This will be the correct name associated to the customer with whom the interaction took place. Related objects will also be available here; for example: Contact - Full Name
Customer email
This will be the email address of the customer with whom the interaction took place. The survey will be sent to this email address. Related objects will also be available here; for example: Contact - Email.
Employee identifier
The employee that had this interaction will need to be identified in the same way he/she is identified in the Stella Connect system, which will either be email address or a custom employee ID. This selection can be made here, and then the mapping will typically be something like: Owner - Email or Owner - Employee Number
Channel
Channel will identify which medium the interaction happened through. If this is not stored in Salesforce in one of these format, a formula field can be created to provide it in this format and that field can be mapped here.
Stella Connect request eligible custom field
This will be a reference to the DateTime field you created at the beginning of this process. Again, this is a DateTime at which an interaction becomes eligible for a Stella Connect request. Every 5 minutes, a background job will find objects that have a DateTime between the previous job and “now” and send Stella Connect requests for each of those objects.
Do Not Send
This is not a required field. If there are business rules for your team that require a Stella Connect request to NOT be sent, this is a great way to provide that detail. It can be valuable to still fill the DateTime so that the Stella Connect system can have an accurate representation of interactions that have happened but also keeps an actual survey from reaching the customer. This is typically set via formulas or workflow but can also be a field that is made available to the agent to manually set.
Tags
This is not a required field and is only applicable if you are in the premium package. Tags is a great way to provide more insight around what a specific interaction was about. Case reason or Case type are two examples of valuable data points to provide here, but can be from any related object. These can be provided as a string, picklist, or picklist (multi).
Brand
This is not a required field and is only applicable if you service multiple brands. Brand will identify which brand you are sending a request on behalf of, which will affect the logo and color scheme shown in the request as well as reporting. This can be identified in whichever way is easiest for you. A mapping will be set up in Stella Connect to know how to process each brand separately.
Language
This is not a required field and is only applicable if you provide service in multiple languages. Language will identify which language the interaction has happened in so that the Connect request can also be in that language. You can find details on supported languages and providing them in the correct format here. If the format doesn't match as required, you can use a formula field to map them appropriately and then configure the Stella Connect app to use that field.
Country
This is not a required field and is only applicable if you provide service in multiple languages. Country can help provide richer reporting within Stella Connect, especially if you are supporting in multiple languages. You can find details on the correct format here. If the format doesn't match as required, you can use a formula field to map them appropriately and then configure the Stella Connect app to use that field.
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