Organization management

Organization management provides self-service capabilities for admins to perform updates to the organizational structure

Organization management is the business structure of a company represented using units, groups, users, and roles. Medallia Experience Cloud provides self-service capabilities for admins to perform updates to the organization.

Many organizations manage the structure using imported files. However, for companies with decentralized administration or those without centralized organization files, such as smaller businesses and franchises, there is a need for more flexible updates to units and unit groups. These companies often prefer to manually update organization and unit data field information, bypassing the traditional file process.

Organization management elements

Each company is comprised of these organizational elements:

  • Units are the components of a company that people interact with, and they are central to experience management because every measurable interaction involves an individual and a unit. Units can be people like front-line representatives or call center agents, physical locations like stores or hotels, or virtual entities like websites. A Unit type is the classification of a unit, such as the type of person or location. The type identifies the data fields and unit group categories that apply to a unit.

    Companies can have different types of units, such as agents, buildings, and web pages.

  • Unit groups identify a unit's specific place in a company, such as but not limited to a specific sales district, territory, line of business, geographical region, time zone, or managerial level. A unit group is a specific instance of a Category. For example, when a unit that is a manager at the San Diego property in the Southwest region, each of these is a specific instance of a title, location, and region category. Report users can filter and analyze feedback data along these organizational lines, such as to find the month-over-month average scores for stores of a particular region).

    Important: Having nested unit groups is not recommended.

  • Categories define a class of unit groups in the company's business structure. For example, Region is a category and Region A, Region B, and Region C are all unit groups within Region. The category descends directly from the company in cases of single hierarchy configurations and from the organization in cases of multi-hierarchy configurations. Categories are displayed in filters and help with selecting the correct unit groups for data access and unit assignments.

  • An Organization is the top-level component of a company structure in a multi-hierarchy scenario. Companies with a single organization do not have Organization components. Organization components are typically used by large companies with business divisions that act independently.

Each company includes these people-specific organizational elements:

  • User accounts control who can access to Experience Cloud. User accounts are the primary way to limit what data users can see. For example, if your company has stores in different locations, you might want to allow users at those stores to see data only for their stores.

  • Roles are sets of permissions that determine the access and capabilities of a user. They control what reports and screens users can see, and what data they see on those screens. Each user has a primary role, though they can have multiple roles, each with its own set of permissions based on the types of activities users need to complete and data they need to view. Roles also enable you to delegate administrative duties to other people. For example, if your company has multiple business units, you might enable some people to manage the surveys and reports in their business units.