Existing links screen

Feedback > Social Media > Social Feed Links By Unit > Existing links

Existing links screen shows unit matches appear when Medallia Experience Cloud is able to confidently match a unit in Experience Cloud with a Social media server unit. The initial list of existing links are created during the unit mapping process. For more information, see Understand Social Feedback data collection.

For each match, the name and address from Experience Cloud is listed first, and the name and address from the Social media server is listed second. Slight differences between the two versions of the name and address are normal. However, if the information from the social media server clearly does not match the unit in Medallia Express, you should flag the inaccuracy.

To flag an incorrect link between two units, click Unmatch.

The first unit is the unit in Medallia Experience Cloud. The bottom unit is the match identified in the social media server.

When you unmatch a link, Experience Cloud:

  • Displays the unit on the Missing links screen.

  • Discards any reviews associated with the match.

  • Stops importing reviews for this unit.

Troubleshooting reviews under a wrong Unit

When a unit displays reviews for the wrong location — for example, Serenity San Jose is showing reviews for Serenity Palo Alto — it is possible that the unit was matched to an incorrect unit in the Social media server during the property matching process. For more information, see Social Feedback architecture.

To determine whether the unit was correctly matched and resolve the issue, follow these steps:

  1. Navigate to Feedback > Social Media > Social Feed Links by Unit > Existing links.

  2. Find the unit and verify that the correct brand and address is listed:

    • If the brand and address are correct, contact Medallia Support including the unit information and URL.

    • If the brand or address is incorrect, click Unmatch.

      The unit should appear on the Feedback > Social Media > Social Feed Links by Unit > Missing Links screen.

      1. Contact Medallia Support requesting the property source ID for the unit. Include the Unit ID, Unit match field, and Unit address.

      2. After you receive the property source ID from Medallia Support, return to the Missing Matches screen.

      3. Add the ID to the Prop Source ID field and click Save.

Properties

List of unit groups
Filters the unit matches by unit group.
Units with matches
Lists the unit matches. Reviews for these matches are pulled into Experience Cloud.