Version Control

VersionDateDescriptionAuthor
v.101.03.2021CreationJosiane Peytraud

1. Functional Process

Process Overview

NPS process aims to collect, store and improve Solvay Net Promoter Score (NPS).

GBUs have to conduct Customers interviews, where, among other key questions, will gather the Customer feedback. 

After Interviews results analysis, GBUs have to develop an Action Plan to improve the overall results. We might say this process has two main steps:

To be able to send a survey, we need to create a Campaign with record type "NPS Campaign"



2. Data Model & security

Main objects

Contact

  1. Account: Standard Salesforce Object to manage the information about the Customer
  2. Contact:  Standard Salesforce Object to manage the contact person from the Customer
  3. Campaign: Standard Salesforce Object 
  4. Campaign Member : Standard SalesForce object
  5. NPX Survey: Custom SalesForce object to manage the NPX Survey information
  6. NPX Survey Record: Custom SalesForce object to manage the exchanged between CRM and NPX tool
  7. Task: Standard Salesforce Object
  8. Feedback Call: Custom SalesForce object on Core, to manage the additional call done with contact after he answered the survey.
  9. 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