Updating existing records

Important: Test these steps in a sandbox environment first to make sure you configured the steps correctly and the data remains consistent across the platform.

To update existing Medallia Experience Cloud (survey) records:

Export the records that need to be updated.
Optionally change or add data to the records.
Re-import the records back into Experience Cloud using a preconfigured import template. The template might transform data, such as applying a new value to an existing field.

Some common update activities include:

Re-trigger alerts by changing the value of the survey status field and setting the alert remove field to True.
Change the associated unit group.
Change the value of the survey status field to re-process a record.
Update survey expiration dates.

An exporter provides a filter to identify specific records and fields to download in a file, and a manual import uses processors to transform the data and import the file back into records in the Experience Cloud databases.

Updating records to re-trigger alerts

To edit records to re-trigger an alert, start by exporting them (only the necessary fields) to CSV.

On the Exports screen:

Click Create.
Enter a name for the export and the filename for the export file.
Choose Excel worksheet as the file format.
Choose the survey fields to export. The list includes all available fields. Filter the fields with the search field tool.
1. Click on fields to add them to the export specification. In this case, the only required field is a_surveyid.
Select the time period to export only those records that match a specific date range.
Select the date field the time period applies to (for example: e_responsedate stores the time the customer submitted a survey).
Click Save and Download to create the worksheet.

Additionally, you can:

Open the downloaded file in a spreadsheet editor.
In your worksheet, find the cells you want to update and modify them.
Save your work locally.

Then, create an import specification to remove alerts from records.

On the Auto Importer Processors screen:

Click New and create a new import specification. For details see Creating an import specification and Remove alerts with Auto Importer.

Screen capture showing the Auto Importer UI with an import specification to remove alerts from records

To remove any existing Alerts from records, create an Auto Importer processor to set the special alert_remove field value to True for the records whose survey ID is passed in as input.

<import-spec inputType="CSV" name="UTILITY: Bulk Exclude Surveys and Clear Alerts" description=".">
  <input-column heading="Surveyid for internal use (e.g. RI link)" />
  <output-column-group pluginName="Survey" recordUpdateMode="UPDATE">
    <output-column>
      <input-column heading="Surveyid for internal use (e.g. RI link)" />
      <target-field fieldId="surveyid" fieldName="Survey ID" requiredness="REQUIRED_USED_FOR_DUPLICATE_CHECK" type="INTEGER" />
    </output-column>
    <output-column>
      <constant value="true" />
       <target-field fieldId="alert_remove" fieldName="Alert Remove" requiredness="REQUIRED" type="ENUMERATED">
          <enumerated-field-parse-options mappingKey="NAME" />
       </target-field>
    </output-column>
    <output-column>
       <constant value="0" />
       <target-field fieldId="e_status" fieldName="Status" requiredness="REQUIRED" type="ENUMERATED">
          <enumerated-field-parse-options mappingKey="SEQUENCE_NUMBER" />
       </target-field>
    </output-column>
  </output-column-group>
</import-spec>

Next, create an import template to upload the file running the data through the processor created in the previous steps.

On the Self service uploads screen:

Click New.
Provide a descriptive name for the template.
Select the Auto Importer processor (import specification) created in a previous step.
Click Save.

Finally, import the file into Experience Cloud.

On the Manual Imports screen:

Select the import template.
Click New Import and Upload File.
Select the worksheet file with the survey IDs.
Click Preview to see the changes.

The Auto Importer processor (import spec) removes the alerts for the records matching the survey IDs passed in as input, and it sets the e_status field to 0 COMPLETION_PENDING, which sends the records back to alert processing.
Click Import.

This is useful for cases where responses initially triggered the wrong alert.

Tip: Do this after modifying the alert conditions and priorities to ensure the proper alert gets triggered next time.