Mapping Digital fields to reporting

The integration of Digital Feedback into Medallia Experience Cloud relies on fields that are mapped between the two. This mapping is what integrates Digital feedback in Experience Cloud reporting. Mapping from the Digital Command Center is configured in the survey editor in Digital Feedback Web properties and Digital Feedback In-app SDK properties. Each Digital survey element that collects feedback which you want to see in Experience Cloud reporting requires mapping to a reporting field. The type of reporting field controls how you work with it and whether it can be used in more surveys and even different properties.

When mapping Digital feedback to Experience Cloud reporting these types of fields are used:

Reusable fields

  • Can be used across multiple surveys within the same property or multiple properties within a Digital account

  • Field keyname remains consistent across all usages

  • Can be created first in Experience Cloud or using Digital Integration

  • Once saved are locked from changes except the questions and options labels

  • If enumerated - alt-set options will be the same in every survey

  • The Source of truth regarding the label, alt-sets, and so on is Experience Cloud.

Ad hoc fields

  • Mapped to a single survey element with a unique keyname

  • Can only be used in a single survey - the survey that it was created in

  • Created after saving in the Digital survey editor

  • The Source of truth regarding the label, alt-sets, and so on is Digital.

  • Can later be made reusable directly in the Command Center

New survey fields can be:

  1. Created in Experience Cloud. All fields that were created in Experience Cloud first need to be defined as reusable to be used in Digital. If you do wish to make changes to a reusable question you can do so from the Medallia Admin Suite.

  2. Created directly using the Digital Integration. When using the Digital survey editor, each field that is added also creates a field. Fields created in this way can be set as either reusable, to be available across multiple surveys, or as an ad hoc field, to be used in just one survey.

When reporting fields are created in Experience Cloud they are always reusable:

  • Ability to specify the full field keyname. For example the BPP app fields are formatted like "Satisfaction with Digital Experience - q_public8_bp_digital_osat_scale5".

  • Must be added to the Reusable Fields Library by a Digital expert to be used in Digital

  • Alt-set type must be of a supported type

When reporting fields are created in Digital they can be either ad hoc or reusable:

  • Created when saving a form in the Digital survey editor

  • Field keynames consist of a q_md prefix + the FormID number + the value entered in the internal name

Based on these different behaviors, it is usually recommended to create fields in the Digital survey editor as this provides the most flexibility to chose the type of field.

Field mapping

The majority of Digital survey elements can be mapped to Experience Cloud reporting fields. The exceptions are these elements:

  • Screen Capture
  • Label
  • Separator
  • Image

Any of the other survey elements can be mapped to an Experience Cloud reporting field.

Configure the mapping of elements in the survey editor. Click the survey element, select the Field Settings tab. The Report Mapping option configures how the survey element is mapped to Experience Cloud reporting fields.

The Report Mapping option of a Digital Web survey rating element.

To use Digital Command Center to configure the mapping of a Digital survey element to Experience Cloud reporting:

  1. Open a Digital survey that uses the element you want to map.
  2. Click on the survey element and select the Field settings tab.
  3. Under the Report Field Mapping option, click the Field mapping button.

Depending on whether the field is currently mapped, and whether it is reusable or ad hoc, different options are available.

If the field is currently unmapped, the Report Field Mapping option is empty.

Digital field that does not have a report field mapping.

See Unmapped survey element.

If the field is currently mapped, the Report Field Mapping option shows the mapping:

Digital field that does have a report field mapping.

See Mapped survey components.

Unmapped survey element

For an unmapped survey component, which shows the Report Field Mapping option as empty, when you click the Field Mapping button, this modal opens:

Digital field that does not have a mapping.

Choose one of the options:

  • Select Reuse an Existing Report Field to map the Digital survey element to an existing Experience Cloud reporting field that has been defined as reusable. From the drop down menu, choose one of the available reusable fields.
  • Select Create New Report Field to create the field. The next time the form is saved the field is generated and shown in the Report field mapping option.

Making a reusable field

Note: Only users assigned the Administrator role can see the Make this field reusable option

When the Make this field reusable option is selected, additional fields are displayed:

Report Field Mapping.

  • Reusable field name — Enter a short description of the purpose of this reusable field. This field is required.

  • Reuse in — Define where this field mapping is available.

    • This property only — This field mapping is only reusable within the property where it was created.

    • All properties in the account — This field mapping is reusable in all existing and future properties within the account.

Important: You must save the survey form for field mapping and reuse settings to take effect.

Mapped survey components

For a mapped survey component, which shows a value in the Report Field Mapping option, when you click the Field Mapping button, the modal that opens depends on whether the field is reusable or ad hoc.

Reusable fields mapping dialog

If the Digital survey element is mapped to a reusable field, the Report Field Mapping dialog shows:

Mapping to a reusable field.

  • The Reporting field name that identifies the field in the reporting module.

  • The Reusable field name that is displayed in the mapping selection dropdown (see field description in Unmapped survey element).

  • Digital fields that are mapped to Experience Cloud reporting show To detach this component from its current MEC mapping and the Click here link to remove the mapping. See Detach fields.

Ad hoc fields mapping dialog

If the Digital survey element is mapped to an ad hoc field, the Report Field Mapping dialog shows:

Mapping to an ad hoc field.

The Reporting field value in the dialog is the same as for reusable fields. The ad hoc field dialog also contains the Make this field reusable option. See Make an ad hoc field reusable.

Make an ad hoc field reusable

If you are mapping a Digital survey component to an ad hoc field and the current user is an Administrator, the Report Field Mapping dialog contains the Make this field reusable option. Clicking this option opens more options:

Mapping to an ad hoc field.

  • In Reusable field name type a suitable name to identify this field in Experience Cloud reporting.
  • Under Reuse in, choose between making this field reusable in the current property or across all properties in this account.

See Making a field reusable.

Hide Alternative Options in Reusable fields mapping

In certain cases when reusing alternative options in a survey, some of the alternatives for those questions might not be suitable for a Digital program. To avoid having to create a new ad hoc field, hide the unwanted alternative on a per form basis. The hide option only applies to "Radiobutton", "Checkbox" and "Dropdown" survey elements that are using alternatives via reusable fields.

Note:

At least two options must always available. Hiding an option does not impact reporting.

Click on the Hide Option button next to each alternative to change if an option is hidden or not.

Options which can be hidden.

This is reflected in the form builder automatically for Checkbox and Radio button components and in the survey preview after saving the form.

Detach fields

In certain cases it might be necessary to detach a field from the mapping. This enables you to make changes to fields that have been mapped to Medallia without having to delete the component and add it again. Once a component is unmapped, you can choose a different mapping. See Unmapped survey element.

To detach the mapping of Digital field from Experience Cloud mapping:

  1. Open a Digital survey that uses the element you want to detach.
  2. On the Field Settings tab, under the Report Field Mapping option, click the Field Mapping button.
  3. In the Report Field Mapping dialog, if there is a To detach this component from its current MEC mapping use the Click here link to remove the mapping.

When the field is detached successfully a notification shows:

Notification that the field detached correctly.

Mapping errors

By the nature of mapping between Digital and Experience Cloud, there is the possibility that changes made in one interface could impact the other. In the event that a change made in Experience Cloud impacts the mapping in Digital, a warning appears.

Banner notification of a mapping error.

You could encounter this kind of error for example if you remove a mapped reusable field in Experience Cloud, or if you change the type and it is no longer compatible with the mapped Digital component. In addition to the banner notification, when you try to edit the survey, the Report Field Mapping dialog shows information about the error. Alternatively, click the warning notification.

Report Field Mapping with an error.

In cases where a error exists in mapping:

  • the Report Field Mapping option displays BROKEN as a prefix to the field name
  • it is not possible to add alternative options to dropdown, radio-button or checkbox components if the mapped field is corrupt. On the Field settings tab the impacted mapping shows more information about the error in the Options section. Field settings options with an error.
  • you cannot save the survey until you have repaired the mapping

The most common solution when you encounter a mapping error is to:

  1. On the Field Settings tab, click Field Mapping, and in the Report Field Mapping dialog use the detach field option.
  2. Once the field is detached, click Field Mapping again. Follow the process of mapping to a new reporting field.
  3. Save the form to make the change take effect.