This document provides instructions for how to create and manage Companies in MetaCX. This document contains the following sections:
- Outcomes and Audience
- Create Your Companies
- Salesforce Events
Outcomes and Audience
After reading this document, you should be able to:
|Understand the different ways you can create Companies in MetaCX.|
|Understand why multiple Companies representing the same entity can be created in MetaCX and the importance of combining them.|
This document is intended for technical users.
Before you perform the procedures in this document, you should have:
- Completed implementation
- Loaded your initial Company list
- A defined MetaKey strategy
If you haven't completed these prerequisites, you should continue working with your Implementation team before using the information in this document.
Create Your Companies
With few exceptions, each of your event sources (the business systems that send events to MetaCX through a Connection, such as your CRM system and accounting package) uses its own ID value to identify your Companies (customers, partners, and vendors). When data from those event sources comes in, MetaCX needs a mapping between the event source's ID value and the MetaKey value that MetaCX uses.
Mapping each instance of a Customer to a single identifier is essential so that MetaCX can aggregate Metrics that come from all of your event sources. That's how MetaCX can evaluate whether each customer is achieving the goals you set, regardless of which source the data came from. You can also use the behaviors from different event sources as a criteria for a Success Milestone.
In order to see Metrics and configure Success Milestones, you need to create Companies to represent your customers in MetaCX. It is possible to create a Company manually through the CSM Workspace; however, the MetaKey that the system generates for that Company does not automatically map to the MetaKey that the system generates for the same customer when data comes in through a Signal.
To solve this duplication problem, you can go through a process to combine Companies, either through the UI or the API, or you can avoid creating Companies manually. If you skip the manual creation process, then you set up your Signals to create the Company for you.
You can set up your Signals with a reaction to generate the Company whenever data comes in with a customer ID that isn't already mapped to a MetaKey in MetaCX. You will still need to combine Companies that MetaCX creates in response to new IDs from different Signals.
For example, if your CRM system sends in data about new client A, the Signal for the CRM system creates a new Company for client A. When the accounting package also sends information about client A, the accounting package's Signal will also create a new Company. You need to combine both Companies that represent Client A so MetaCX can use the data from both the CRM system and the accounting system to measure the Client A's success.
Creating Companies Manually
Important: This procedure is optional. When future data from a Signal causes a new Company to be created, MetaCX cannot automatically combine it with the Company you created manually. If you complete this procedure, then later you must combine other Companies that represent the same client with this one.
Use the following steps to create a Company manually:
- Go to the CSM Workspace.
- Click the Manage Companies button and then click the Add Company option from the menu that appears.
Tip: The Manage Company button appears in the lower right-hand corner of the screen.
- Enter the Company's name and website, and upload the customer's logo.
- Click Save.
Using Signals to Create Companies
We recommend that you use Signals to auto-create Companies when an event includes an ID value that doesn't already map to a MetaKey in MetaCX. For example, Cloud Cafe sends an event to MetaCX when an account is provisioned in the Cloud Cafe application. They have configured a Signal called “Account Provisioned” that creates a new Company when the account is not a demo account.
- Go to the CXReactor.
- Click the Manage Signals button and then click the Add Signal option from the menu that appears. The Add a Signal screen appears with a list of Connections configured in your account.
Tip: The Manage Signals button appears in the lower right-hand corner of the screen.
- Choose a Connection from the list. The screen changes to show the events available through that Connection.
- Click and event to see the fields defined for that event. Click the Use as Signal button to confirm that this is the event you want to use to auto-create Companies. The screen changes to show the first step of the Signal-creation wizard, called Fields.
- Click the Rules icon to move to the second step of the wizard. Add conditions to the Signal if desired.
- Click the Reactions icon to move to the last step of the wizard.
- Click Add Reaction. A list of reaction options appears.
- Choose Stream To Data Feed from the list. A list of available Data Feeds appears.
- Select the Data Feed named companies. A mapping tool appears where you can match the fields from the Signal with the fields in the Data Feed.
- Map your Signal fields to the Data Feed fields by clicking-and-dragging the field name from the Signals to the Map Field space next to the name of the field name in the Data Field.
Note: The id field in the company data feed is required and, in most cases, should be mapped to the Signal field that contains the company ID.
- Click Done.
- Toggle the signal state switch to Active.
Developers can send Salesforce events to the MetaCX platform using APEX triggers. The code samples in the project at the following URL send Account record insert and update events to a MetaCX Connection.
The instructions are included in the Readme in the repository:
Now that you have a deeper understanding of how to create and manage Companies, you're ready to put the ideas into action. Next, check out the following documents: