Configure the Global benchmarking enhancement app

The Global benchmarking enhancement app is available for companies that have Medallia Social Feedback enabled and require a global view for the hospitality industry.

Consider installing the Global benchmarking reporting app for:

  • Companies with a Medallia Experience Cloud implementation that are setting up Social Feedback for the first time.

  • Companies with an existing Social Feedback implementation that are in need of a report upgrade.

For more information, see Social Feedback reports.

Tip: The Global benchmarking enhancement app works for industries other than hospitality, usually requiring minor updates.

App installation

Before you request the app installation, verify that the program meets the requirements set in Advanced Social Feedback configuration.

To request the app installation, contact your Medallia expert.

Requirements

For global benchmarking reports to work correctly, the company must implement:

Note: Clients do not need to purchase or implement Text Analytics in order to view the social benchmarking topics in these reports.

Configure the Global benchmarking enhancement app

All app –– including the Global benchmarking app –– are installed by Medallia's Solutions Architecture team, but you are required to complete certain pre-installation and post-installation steps. The entire installation process is outlined here.

Restriction: Use Medallia Setup to modify social benchmarking reports, as Admin Suite does not support the addition so_ fields.

  1. Verify that your program meets the requirements for the Global benchmarking app.

  2. Create a new sandbox or deploy a QA instance:

    Important: QA instances and sandboxes should use the same build version as medalliabp/packages. Contact Medallia's Solutions Architecture team to know which build you should use.

    • When creating a sandbox, the build version of the sandbox is determined by the build version of the company's production instance. For more information, see Sandboxes.

    • QA instances must have a dedicated Social Media server. If you cannot create a new sandbox or deploy a QA instance yourself, contact Medallia Support choosing Request type Solutions Architecture or Configuration Guidance, as available.

    Choose a Request type based on the options.

  3. Contact Medallia Support to have the Global benchmarking app. Choose your Request type Solutions Architecture or Configuration Guidance, as available. Include the URL to the sandbox or QA previously created. Also, if your sandbox is using a different build version than medalliabp/packages is using, include that information. 

  4. After the app is installed, navigate to the Social Feedback screen and click Save.

  5. Sign-in to the test environment and give yourself access to the Social Test Role role.

    Go to the Users screen, find your name, and give yourself access to the Social Test Role.

  6. Switch to the Social Test Role role and verify that you can see the dashboards in the Social Benchmarking tab. Ignore the additional tabs that appear (Dashboard, Responses, and Social Media) — these tabs only appear because of the capabilities assigned to the Social Test Role; they are not part of the Global benchmarking enhancement app.

    You only need to look at the dashboards in the Social Benchmarking tab. None of the other tabs (Dashboard, Responses, and Social Media) are relevant.

    Tip: To see the list of reports and Custom modules in the app, navigate to Company > Profile > Configuration Packages, and click Social Global Benchmarking app.

    The objects in the app are listed in a table under the Object in package heading.

  7. In the report dashboard, select the Filters tab and click Add filters. Search and select Social Data Source to filter by fields that exist in the Social media server (STR attribute fields).
    Note: Admin Suite Reports does not support adding so_ fields, so you cannot select them from Reports. To modify these filters, use Setup.
  8. To speed the load time of Global benchmarking enhancement app report, add a default Brand to each role's reports:
    1. Work with your Medallia expert to determine what Brand should be the default for each role.
    2. Sign in to Experience Cloud as an administrator user.
    3. Open a global benchmarking report and, in the Control panel, select a Brand and then click Run.
    4. Next to your user name, click the Bookmarks icon, click Bookmark this page, and then click Save.
    5. On Company > Users > Bookmarks, copy the JSON code in the OPTIONBOX_MULTIFILTER property.
    6. On Company > Users > Roles > Preferences, select a role to which you want to apply the filter settings.
    7. In the Left-hand filters property, paste the JSON you copied from the Bookmarks screen, and then click Save.
    8. Switch to an account with the role you edited, then verify that the default filter works as expected in the report.

      For more information, see Switch account.

    9. Repeat these steps for each role.

  9. Optionally, use Translations to add translations for the necessary languages.

    Tip: If using Setup Translations note that:

    • The filter names are listed in the Social Reporting category.

    • The report text fields are listed in the Etc category, under the Analytics Reports Text heading.

    Make sure you filter for All so that you can find them.

  10. Optionally, if the company wants to customize the app, make the requested changes.

    Warning: Avoid modifying the objects in the app due to:

    • The changes you make to the configuration and reports associated with the Global benchmarking enhancement app are overwritten if you ever install a newer version of the app.

    • Eventually, this app includes a link to product documentation for report users. This documentation is not customizable for specific companies. If you make changes to the app that render aspects of the documentation invalid, remove the documentation link and create any necessary specific documentation.

  11. After verifying that everything is working on the test (QA) instance, add a message to the Medallia Support. case previously created requesting to install the app on the company's production instance.
    Warning: The company’s production instance must use the same build version as medalliabp/packages. If the company is using an older build version, you'll need to wait until the same build version used by medalliabp/packages is deployed.

  12. Optionally, repeat the same steps when customizing the app for your test environment.