Unit groups

Unit groups identify a unit's specific place in a Category, which is a class of units in a company or Organization.

Units are the components of a company that people interact with, and they are central to experience management because every measurable interaction involves an individual and a unit. Units can be people like front-line representatives or call center agents, physical locations like stores or hotels, or virtual entities like websites. A Unit type is the classification of a unit, such as the type of person or location. The type identifies the data fields and unit group categories that apply to a unit.

Categories define a class of unit groups in the company's business structure. For example, Region is a category and Region A, Region B, and Region C are all unit groups within Region. The category descends directly from the company in cases of single hierarchy configurations and from the organization in cases of multi-hierarchy configurations. Categories are displayed in filters and help with selecting the correct unit groups for data access and unit assignments.

An Organization is the top-level component of a company structure in a multi-hierarchy scenario. Companies with a single organization do not have Organization components. Organization components are typically used by large companies with business divisions that act independently.

For more information, see Organization management.

To use and access Unit Groups, see Access Organization features.

Unit groups screen

The Unit groups screen lists all Unit groups you have permission to see, including the number of units associated with the each group, they Organizations and categories the groups belong to. Filter by Category to see the Unit groups that are a part of the category. When multi-hierarchy is enabled, you can also view and filter by Organization.

Unit groups containing units show a link in the Units column. Click the link to view the Units screen filtered by the specific unit group.

Unit groups are sorted in ascending order (0-9-A-Z-#) and can be filtered by Category. Use the search bar at the top of the list to search for a particular Unit group.

Layer 1 1 2 3 4

  1. Details pane
  2. Details pane menu
  3. Filters
  4. Search bar

Details pane

Click a Unit group to reveal its details pane, which shows the following:

Identifier
Unique case-sensitive identifier for each unit group. Unit groups can be referenced in reporting and conditions by preceding the identifier with ug_, such as "ug_Identifier".

Do not change the Identifier value after data for the unit group is collected as importers, report filters, and other configurations might reference it. Changing its value can cause errors elsewhere in Medallia Experience Cloud unless those referencing configurations are also updated.

As a best practices, identifiers should match the nesting in the groups editor list, separated by underscores. For example "location_district" is a unit group named District in a container group named Location

Path
Parent unit group or hierarchy name, if enabled.
Timezone
Timezone for units in this group. Options are:
  • None. Inherits from the unit group category.
  • A timezone.

Some timezones are not listed in the dropdown menu because they are aliases of others in the list. If a timezone that you require is not listed, select a timezone that follows the same daylight savings rules as one that appears in the list. It is recommended that you select a city in the same country; however, this is not required.

Date format
Format for how date-time values are displayed, which may be:
OptionExample
NoneInherit from unit group category.
USMonth first. M/d/yyyy, mm/dd/yy, MM/dd/yy, MM/dd/yyyy
US with timeMonth first with time. M/d/yyyy H:m, mm/dd/yy h:mm, MM/dd/yy HH:mm, MM/dd/yyyy HH:mm
Non-USDay first. dd/mm/yy, dd/MM/yy, dd/MM/yyyy
ISOyyyy/MM/dd
ISO without separatorsyyyyMMdd
Created
Date and user that created the Unit group.
Last modified
Date and user that last modified the Unit group.

Details pane menu

Click the More vertical icon. details pane menu to:

Edit Unit group
Modifies the Unit group, Category, or Organization information.
Delete Unit group
Deletes the Unit group, Category, or Organization from Experience Cloud. Upon deletion, all children unit groups associated with the unit group are also deleted. Additionally, deleted unit groups are removed from users' data access options.
Important: Once a Unit group is deleted, it is completely removed from Experience Cloud and cannot be reset to an Active status.

Create and manage a unit group

Complete these steps to create a new Unit group, Category, or Organization:

  1. From the Unit groups screen, click Create Unit group. Select Create Unit group, Create Category, or Create Organization (what appears is dependent upon multi-hierarchy configurations).

  2. Enter a unique name and identifier.

  3. Optionally, enter a description which are internal comments about the Unit group, Category, or Organization. Examples of these include a description of the unit group and a statement of its intended use. As a best practice, include the date the group was added or updated and who added or changed the group when manually managing groups. Note that manually managing groups is not a recommended practice.

  4. For Unit groups, select a Category which the Unit group belongs. If multi-hierarchy is not enabled, a unit group without a category shows the Organization name. If multi-hierarchy is enabled, for Categories select the Organization the Category belongs to.

  5. Optionally, select the following:

    • Date format.

    • Time zone.

    • Social brands. Only if Medallia Social Feedback is enabled. Brand associated with the units in this Unit group.

  6. Optionally, enter a custom footer. For more information, see Custom survey footers.

  7. Click Save.

Best Stores unit group example.

Manage Unit groups

To manage a Unit group, Category, or Organization, click the More vertical icon the details pane menu to edit or delete a Unit group. For more information, see Details pane menu.