Account Profiles

Collections of information about organizations

Restriction: This feature is inactive by default. Ask your Medallia expert to file a Feature activation request with Medallia Support. Account Profiles feature enablement is distinct from and required in addition to enablement for Total Experience Profiles.

Account profiles provide a consolidated view of each account’s experience across all associated units and programs. They focus on the account as a whole, aggregating data from multiple contacts, locations, and touchpoints, to enable analysis of experience and outcomes at the account level.

Access Account Profiles using links on the Account List reporting module. Accessing Account Profiles from other modules is not currently supported. For information about what data users can see in an Account Profile view, see Account Profile data access.

Note: Segmentation is not supported for Account profiles.

Set up org hierarchy, units, and record data for Account Profiles

Using Account Profiles requires configuration of multiple organization- and unit-level Experience Cloud components. These requirements are described broadly below, with links to more detailed information.

Org hierarchy

Set up your org hierarchy to classify the Unit Type that you want to create accounts for. This means establishing links between units and unit groups in a hierarchical way such that the units and their data fields roll-up to a single, top-level unit. That top-level unit is the account to be profiled.

Org hierarchy filtering

Org hierarchy filtering identifies the instance of unit group information to use in report filters. When org hierarchy filtering is enabled, the filters use the persistent data stored with the record. Otherwise, when disabled, the filters use the org hierarchy information currently associated with the unit.

For Account Profiles, this filtering applies to unit groups only. This may impact, for example, who is shown as the manager on the account. With persistent, or point-in-time, hierarchy filtering, the profile shows the manager on the account at the time the record was created. If org hierarchy filtering is disabled, the profile shows the current manager on the account.
Note: Unit data fields always have the currently associated hierarchy values.
Unit types, associations, groups, and data fields

Use the Unit Types screen in Admin Suite > Organization > Unit Types to create a unit type of class Account. Then add the new Account's unit data fields and categories (unit groups); this defines the data available to be shown in Account Profile views.

Only unit types of class Account have a Enable TX Profile for this Unit Type option, and only one Account unit type can be enabled for TX Profiles for an instance.

When Enable TX Profile for this Unit Type is enabled, you can associate up to 5 E-fields with the unit type. Associating fields populates the cell in the Units column shown on the Unit Types screen with the number of units associated with the type. The Units value may start at 0 because the units indicated by the selected fields are not associated with a unit type. This usually happens because the unit type classification is a newer feature that existing Auto Importers may not account for. As a result, units have not yet been classified to Unit Types in some programs.

Classify units by modifying units manually via Admin Suite > Organization > Units, or by adding an Auto Importer line that classifies the unit by mapping a constant value name for the new Account unit type to the Medallia Unit Type (medallia_org_unit_type) field, then reprocessing the org hierarchy. This associates the imported units with the new Unit Type.

The Account-type unit does not need to be the primary unit on feedback records; it can be the secondary unit.

Experience program

Add the records to be used to generate the profile to an experience program.

Account Profile data access

Account Profile information is aggregated from unit data as defined in the organization hierarchy, and other fields as defined in an associated Experience Program. As a result, organization hierarchy filtering defines the accounts and data users can see in Account Profiles.

The information shown depends on whether Org hierarchy filtering is enabled. By default, org hierarchy filtering is disabled, so hierarchies are persistent. This means that data is filtered by the unit data as stored in unit fields; if unit fields are changed, so are the filters.

Enabling org hierarchy filtering makes hierarchies dynamic. This means that filters use unit data as defined when the record was created.

Use dynamic hierarchies when it is important to know about the unit, regardless of the unit's historical place in the organization. Use persistent hierarchies, also known as point-in-time hierarchies, when it is important to know the unit's place in the organization at the time the survey was created. For more information, see Hierarchies, User and org hierarchy settings, and Org hierarchy filtering.

Configure an Account Profile view

Administrators must have both the Manage Reports and Controls and Manage Unit Types administrative permissions to configure an Account Profile.

Complete these steps to create a new Account Profile view. After, consider creating a reporting dashboard with an Account List module, and then assigning that dashboard to a new subtab in navigation. Accounts listed in the module are linked to their profiles.

Configuring a profile in Medallia Web reporting makes it available to users in Medallia Mobile and Medallia Voices.

  1. Access the Profile Views screen from Admin Suite > TX Profiles and click New Profile.

  2. Click Account Profile. An empty report displays with a side panel showing configuration options.
  3. In the Settings tab, configure general settings for the profile:
    Report name
    Profile name that will appear on reporting dashboards
    Roles that can see this report
    Defines the role(s) that can see the profile.
    Restriction: A role can be assigned to only one of each type of profile.
    Note: Role access cannot be granted at the module level for profiles.
    Export settings
    Show print/export menu
    When enabled, users see options to print and export the profile.
    Export modules on the same row to a single slide
    When enabled, all modules on the same row are exported to a single slide.
    Include slide with Dashboard Filters applied
    When enabled, dashboard filters are applied to exported data.

  4. In the Modules tab, determine what information roles see by adding one or more modules to the profile.

    1. Click Add Module, and then select a module from the list and configure its properties. For more information about each module, see TX Profile structure and modules.

      Note: Use the Advanced property Select Data View in supported report modules to provide required data access.

  5. Change the arrangement of profile modules with the drag and drop icondrag and drop icon that appears when hovering over module names in the configuration list.

    Note:

    Certain modules display on certain parts of the profile view when enabled:

    • The Account Contact Summary and Contact Summary modules always displays first, using the full width of the profile screen.

    • Alerts and Contact Timeline modules always display in the right column.

    • These modules always display in the left column:
      • Account Contact Information
      • Comment Stream
      • Contact Information
      • Dashboard Ranking
      • Dial
      • Scores by Segments Snapshot
      • Scores Over Time

    Module order can be changed within these areas, but modules cannot be configured to have different widths, nor can they be moved to different sides of the display area.

  6. Publish the profile and its modules to the enable selected roles to use it.

    1. Click the orange circle at the top of the screen, opening a dialog for selecting one or more objects to publish.

    2. Select the items to publish and then click Publish.

    3. When prompted, confirm the publish.

Important: When using a change set to push Account Profiles configuration from sandbox to production environments, push all Account Profiles dashboard and module with the Account Unit Type configuration in the same change set.

Dashboards and modules do not detect the Unit Type as a dependency, but the Unit Type is required for dashboards and modules to aggregate and display field data. As a result, pushing dashboard module and Account Type configuration separately may display no or erroneous profile data. This requirement includes both initial and modified Account Unit Type configuration.

Additionally, although Unit Type and dashboard and module configuration must be packaged in the same change set pushed from a sandbox, units themselves cannot be included. This means the configuration for Account Profiles can be pushed to production with a sandbox change set, but the underlying data cannot.