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Version Control
| Version | Date | Description | Author |
|---|---|---|---|
| v.1 | 01.03.2021 | Creation | Josiane Peytraud |
1. Functional Process
Process Overview
NPS process aims to collect, store and improve Solvay Net Promoter Score (NPS).
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NPS Score is the answer to one question: Will you recommend Solvay to another company ?
The answer is from 1 to 10
9 - 10 = Promotors
0 - 6 = Detractors
7 - 8 = Neutral or Passive
NPS Score = % of promotors - % of Detractors
2. Data Model & security
Main objects
Contact
- Account: Standard Salesforce Object to manage the information about the Customer
- Contact: Standard Salesforce Object to manage the contact person from the Customer
- Campaign: Standard Salesforce Object
- Campaign Member : Standard SalesForce object
- NPX Survey: Custom SalesForce object to manage the NPX Survey information
- NPX Survey Record: Custom SalesForce object to manage the exchanged between CRM and NPX tool
- Task: Standard Salesforce Object
- Feedback Call: Custom SalesForce object on Core, to manage the additional call done with contact after he answered the survey.
- Meeting Report: Custom SalesForce object on Icare, to manage the additional call done with contact after he answered the survey.
VOC record Security Model
Who can create? | A VOC record can be created only by integration, a GBU data steward or a system admin |
Who can see? | Visibility of VOC records depends on the record itself (Visibility field). A VOC record can be Shared, GBU restricted or Confidential. |
Who can update? | A VOC record can be created only by integration, a GBU data steward or a system admin |
Who can delete? | A VOC record cannot be deleted. Only the System Administrator (SBS) can delete a VOC record. |
VOC action Security Model
Who can create? | Any user accessing a VOC record can create a new VOC action |
Who can see? | Any user accessing a VOC record can see a VOC action |
Who can update? | Any user accessing a VOC record can update a VOC action |
Who can delete? | A VOC action cannot be deleted. Only the System Administrator (SBS) can delete a VOC action |
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