Set up Contact fields for Customer Profiles

To increase the speed at which Experience Cloud can process profile data, TX Profiles do not rely directly on feedback record data tables. Instead, they use one or more Experience programs, each containing schemas that map profile-specific data in feedback records to new tables used by TX Profiles. Make sure you have an Experience program created in your instance before working with TX Profiles. For more information, see Experience programs.

For information on mapping TX Profile data to a field, and how duplicate contacts are combined into one profile, see Use Contact fields in Total Experience Profiles.

Customer Profile data access

Customer profile records are aggregated from feedback records. As a result, by default, users can see only the profiles associated with the records their roles have permission to see. For example, some roles might have data access limited by region.

To see all customer profile records — bypassing the role's other data access restrictions — a user role needs the View all contacts permission listed in Reporting permissions.

Enabling the View all contacts role permission is optional. Profiles work with a user's limited data view; and, in either case, users see all records associated with Customer Profiles they have access to.

Configure a Customer Profile view

Administrators must have the Manage Reports and Controls administrative permission to see the TX Profiles tile in Admin Suite and to configure a Customer Profile.

Complete these steps to create a new Customer Profile view. After, if one does not already exist, create a reporting dashboard with a Contact List module, and then assign that dashboard to a new subtab in navigation. Contacts listed in the module have their respective profiles linked.

Configuring a profile in Medallia Web reporting makes it available to users in Medallia Mobile and Medallia Voices.

1. Access the Profile Views screen from Admin Suite > TX Profiles and click New Profile.

2. Select Customer Profile. An empty report displays with a side panel showing configuration options.

3. In the Settings tab, configure general settings for the profile:

   Report name

   Profile name that will appear on reporting dashboards

   Roles that can see this report

   Defines the role(s) that can see the profile.

   Restriction: A role can be assigned to only one of each type of profile.

   Note: Role access cannot be granted at the module level for profiles.

   Export settings

   Show print/export menu

   When enabled, users see options to print and export the profile.

   Export modules on the same row to a single slide

   When enabled, all modules on the same row are exported to a single slide.

   Include slide with Dashboard Filters applied

   When enabled, dashboard filters are applied to exported data.

   Include data from Ad Hoc programs

   When enabled, includes data Ad Hoc records on all profile modules.

4. In the Modules tab, determine what information roles see by adding one or more modules to the profile.

   1. Click Add Module, and then select a module from the list and configure its properties. For more information about each module, see TX Profile structure and modules.

      Note: Use the Advanced property Select Data View in supported report modules to provide required data access.

5. Change the arrangement of profile modules with the drag and drop icon that appears when hovering over module names in the configuration list.

   Note:

   Certain modules display on certain parts of the profile view when enabled:

   • The Account Contact Summary and Contact Summary modules always displays first, using the full width of the profile screen.

   • Alerts and Contact Timeline modules always display in the right column.

   • These modules always display in the left column:

     • Account Contact Information
     • Comment Stream
     • Contact Information
     • Dashboard Ranking
     • Dial
     • Scores by Segments Snapshot
     • Scores Over Time

   Module order can be changed within these areas, but modules cannot be configured to have different widths, nor can they be moved to different sides of the display area.

6. Publish the profile and its modules to the enable selected roles to use it.

   1. Click the orange circle at the top of the screen, opening a dialog for selecting one or more objects to publish.

   2. Select the items to publish and then click Publish.

   3. When prompted, confirm the publish.

7. If your company is using Medallia Mobile, note that the app uses the profile configured in the steps above. However, you must ensure that a Customer Name module is configured in the Medallia Mobile Responses Form report:

   1. In Admin Suite, open Mobile Navigation.

   2. In the Responses tab, click the Feedback report to open it for editing.

      

   3. Ensure that the report includes a configured Customer Name module.

      

      For more information, see Responses reports.

   4. If you modified the Responses Form report, publish your changes.

Create and remove contacts in Medallia Setup

To help populate a profile, you can process historical records specifically to extract contacts from the feedback already received. You can also remove a generated list of contacts. For example, if you need to make extensive changes to profiles, you might remove the existing list, implement your changes, and then reprocess historical records for a new list.

Backfill (standard) — Creates profiles following changes to settings. Populates the profiles list and builds contact associations. Writes records to the profiles and makes them available in reporting. Recommended for smaller deployments.

Contact backfill — Creates profiles following changes to settings. Populates the profiles list and builds contact associations. A Cache Rebuild must be requested from support to write records and make them available in reporting instances where standard backfill is not available.

Contact cleaner — Deletes the profiles and contact associations on the instance. Required in order to change the Used for Contact Identity property.

To create a list of contacts from historical records with a Contact backfill:

1. In Medallia Setup, open the Reporting > Report Helpers > Fields > Contact Backfill screen.

2. Click Start.

To remove a list of contacts with Contact Cleaner:

1. In Setup, open the Reporting > Report Helpers > Fields > Contact Cleaner screen.

2. Click Start.