Delete units with Auto Importer

Restriction: This feature or information is available to Medallia employees only and it is not to be shared outside the company.

Units are the part of a company that customers interact with, such as front-line representatives, call center agents, employees, physical locations like stores or hotels, and web sites. They are the lowest common node in the organization as it relates to surveys and reporting because every interaction is between a customer and a Unit.

To delete Units from a Unit group:

  1. Create an import specification making sure the Unit is correctly mapped.

  2. Test the importer processing a sample file in pretend mode.

  3. Switch to processing in active mode.

Warning: When deleting units in production instances, the environment may become unstable. Medallia recommends doing this on off-peak hours, since there will be some system slow down as the units are deleted. Test these steps in a sandbox environment first to make sure you configured the steps correctly and the data remains consistent across the platform.

OHF enabled roles

Note: OHF refers to Org hierarchy filtering.

For OHF enabled roles, deleting units can have unintended consequences for benchmark intersections of Unit groups. For these roles, in order for a benchmark intersection to work correctly, there has to be at least one unit in the current unit group. Even though you are OHF enabled, if you do not have a unit in the current unit group, then benchmark intersections on that unit group will not display; even though historically that Unit group exists. This can be an issue when you delete units you think are not being used, only to find that it breaks benchmark intersections. This is frequently a problem in EX, however, it equally impacts CX clients with OHF enabled roles.

Create an import specification

To create the import specification:

  1. Go Integrations > Importers > Auto Importer Processors.

    Screen capture showing Auto Importer screen

  2. On the Auto Importer screen, click New.

    Screen capture of Auto Importer UI with highlighted Fullscreen option

    There are several ways to build and Auto Importer:

    • Analyze a file and create an import specification from it.

    • Use the Auto Importer UI to create the import specification.

    • Use the Fullscreen option to use an existing import spec and modify it.

  3. In this example, we use the second option: click Open in Auto Importer UI and load a sample feed-file with Choose File to create the data mapping. The file must be in the same format (that is, the same columns and same types of data) as future imports.

    Experience Cloud analyzes the uploaded sample file and reports the number of columns and rows available for mapping. The columns represent the "input" fields and the rows represent records.

    Screen capture showing uploaded sample Org file

  4. Enter a name and a brief description for the import specification.

  5. Select +Add an Org Hierarchy Processor.

  6. Select the option Processing records by creating, updating, and deleting.

  7. Select the Delete delete mode.

  8. Next, click the magnifying glass icon to define from which unit group the units must be deleted.

    Screen capture showing Org Hierarchy processor processing options

    Warning: Incorrectly selecting the unit group can result in the unintended deletion of units. It is crucial to understand that only the units within the chosen unit group that are not included in the uploaded file will be deleted. Therefore, this is the reverse of the process of junking survey IDs, in which the IDs you need to delete are uploaded. For information about junking survey records, see Junk survey records.

  9. Next, map the input data to data fields in Experience Cloud. For more detailed information about creating import specifications, see Auto Importer UI.

  10. Click Save to save changes to the specification. When done, click Go back to go to the Auto Importers screen.

Testing the import specification

To test the specification:

  1. On the Auto Importer Processor screen, select the import specification created in the previous section.

  2. Go to Process a file on pretend, click Choose file.

  3. Select the sample file and click Save.

    The file is processed in pretend mode, the records are checked for accuracy, but the changes will not impact the Medallia Experience Cloud database.

  4. Go to Integrations > Imported files.

  5. Find the feed file on the left side pane.

    Screen capture showing Imported Files screen with input file processed in pretend mode

  6. On the Processing > Processing history section verify that the file was properly processed in pretend mode.

    Screen capture of processing history showing the input file was successfully processed in pretend mode

  7. Select Reprocess on active and confirm the operation.