Discover. Learn. Grow.

TABLE OF CONTENTS

• Introduction
• Good to Know
• Objects & Fields
  • Field Types
  • Account Object
  • Contact Object
  • Survey Record Object
• Using the Field Settings
• Editing Fields
  • Field details
  • Upload validations
• Asking Account or Implementation Manager to Update
  • Legacy Import Data
  • Export Engine
• Additional "Custom" Properties
• Classic Labels

Introduction

Field Settings is the base from which available Filters, Import fields and field labels are being pulled from. The field settings allows you to manage which fields exist in CustomerGauge, and how they're called. You can add fields to various "Objects" (types of data) that exist within CustomerGauge.

Good to Know

• Field Settings is only available to Admin users without Data Access Restriction
• Fields can not be moved between objects
• Fields can not be removed
• Field Settings currently apply to the following areas:
  • Reporting Filters
  • Account and Account Alias Imports
• Your Account or Implementation Manager will need to manage fields used in the following places:
  • "Legacy Import Data" (Legacy Survey import and Revenue)
  • Export Engine

Objects & Fields

In order to set up your fields, it is important to understand what each Object is used for, and what each Field is used for. "Objects" are main pieces of data, like accounts, contacts, and survey records. Each Object stores important details (such as customer names or survey answers) to help track information and understand customer interactions better. Each such piece of information is stored in a “field” inside the Object.

Field Types

CustomerGauge supports various field types, each with different features relying on them.

Segment: These fields hold information that is used to filter, organize data for reports, or drive business rules. They help focus on specific groups or parts of the data. Segment fields that exist on an Account or Contact object also exist on the Survey Record object. The Account and Contact versions hold the latest information, whereas the Survey Record holds the information that was true at the time of the Survey invitation.

Unique Identifier: A unique identifier in an object is a special code or number that only belongs to that one object. It helps the system recognize and find that exact object’s record easily.

Hierarchy: These fields organize information in a way that shows levels, like departments in a large company. This helps show how parts of a business are connected.

Informative: These fields can be used to store extra details. They are used for storing information, and have no functionality dependent on them.

Custom: These fields store extra details, such as support ticket numbers or reference information, which might be useful to look up later. They are for storing information, not for reports.

CustomerGauge does not support fields that can store multiple values or multiple layers of information in one field. Each field can only hold one piece of information. This keeps the data simple and clear.

Account Object

Accounts represent organizations or businesses that interact with your company. Each Account holds key information about the organization, like its name, industry, size, and contact details, helping you manage business relationships and track interactions with each company.

Contact Object

Contacts are individuals within those Accounts, such as specific employees or representatives who interact with your business. Each Contact record contains details like name, job title, phone number, and email address, making it easier to communicate directly with people in each organization.

Survey Record Object

A Survey Record is a stored non-response or response from a customer or contact to a survey. It contains the answers given by the individual, including scores, comments, and other feedback. Survey Records help capture customer loyalty and insights, which can be analyzed to improve customer experience and address issues. Survey Records are also known as “Survey Transactions”, “Non-Responses”, “Responses”, or “Cases”.

Using the Field Settings

You can find the Field Settings by navigating to Settings → System Admin → System Settings → Field Settings.

1. Navigate the tabs to the objects you'd like to interact with.
2. In the Accounts column, you can find all the properties configured on the Account level. Hover over the existing fields to access Edit.
3. Adding fields in Accounts creates a copy of that field on Survey Records in Field Settings. You can upload data on survey imports once your Account or Implementation Manager also adds it in the backend for you - please tell them the "Classic Label" name for the field (visible while in Edit).
   1. This allows you to upload a snapshot in time. E.g. the Account Manager for the survey sent now is "John", but a year from now it might be "Jane". When you look back to "now", a year from now, you'd still want to see the survey attached to "John", while the account belongs to Jane now.
4. In the Contacts column, you can find all the properties configured on the Contact level. Hover over the existing fields to access Edit.
5. Adding fields in Contacts creates a copy of that field on Survey Records in Field Settings. You can upload data on survey imports once your Account or Implementation Manager also adds it in the backend for you - please tell them the "Classic Label" name for the field (visible while in Edit).
   1. This allows you to upload a snapshot in time. E.g. the Job Level for the survey sent now is "B", but a year from now it might be "A". When you look back to "now", a year from now, you'd still want to see the survey attached to "B", while the contact is belongs to A now.
6. In the Survey Records column, you can find all the properties configured on the Survey level. Hover over the existing fields to access Edit.
   1. Making changes in Field Settings do not directly impact data. Do note that changing the context of a field (e.g. changing the field label to something completely different) is ill advised.
7. Adding fields in Survey Records enables it to be turned into a filter. You can upload data on survey imports once your Account or Implementation Manager also adds it in the backend for you - please tell them the "Classic Label" (visible while in Edit).

Editing Fields

While editing a field you are able to update its Label, Field type, the max amount of characters allowed, enable a blockage of new values when uploading and also make it a mandatory field.

Field details

Field: shows the field being edited.

Label: update the label of the selected field.

Upload validations

Field type: determines the type of data that must be uploaded for this field.
Types:

Date (2023-09-15 00:00:00);

Email (simple.way@example.com);

Numeric (numbers from 0 to 9);

Text (letters, numbers, symbols).

Max character amount: this determines the amount of characters are allowed when uploading data into this field.

Example: setting it to 2 will only allow uploads that have up to two characters like AA or BB.

Restrict new values on upload: this option will block any uploads in case a value for that field is not already available. This function blocks the creation of new values for a specific field.

Mandatory field on upload: this option turns the field a required field when uploading data, in case the field is not present  or doesn't have data the upload will fail.

Please note: All fields validation are only applicable in the new Imports, v7 APIs, Webhooks and Microsoft Dynamics. It's NOT available in Salesforce Integration, SFTP or v4 APIs.

Asking Account or Implementation Manager to Update

Your Account or Implementation Manager will need to manage fields in a couple of places that are not controlled by Field Settings yet. Each scenario is listed below.

Legacy Import Data

Your Account or Implementation Manager can help with the following actions:

• Add or Remove a Survey field to be available to be imported

Emphasis: If you have added a field to Survey Records in Field Settings, and would like to use it in legacy imports, make sure to ask your Account Manager to update the Import Settings of your platform!

• Re-label an existing field or change its technical name

Export Engine

Your Account or Implementation Manager can help with the following actions:

• Add or Remove a Survey field to be available to be exported
• Re-label an existing field or change its technical name