Version Control

1. NPX Survey 

It has been asked to SatMetrix to have 3 different types of Survey: Frontline, Market and GSKA.

On their side, they are preparing different notifications and questions depending on those types.

We are doing the link between our surveys and theirs with a specific object: NPX Survey. This object is populated by SatMetrix team.

Specificities for Core:

In order to be able to launch several Market Survey in parallel, we've asked SatMetrix to create 2 additional Market Surveys.

2. Campaign Creation

Any user with NPX Role can create a campaign but only those with NPX role "NPX Admin" can send it.

The Record type to use is: NPS Campaign.

There are 3 types of Campaign:

• MNPS: Market NPS
• FNPS: Frontline NPS
• GSKA: Global Strategic Key Account NPS

Depending on this type, we'll have different presentation of the campaign members list in the "Magic Tool" and different notifications about contact's answers.

Start and End Date: Those dates are used to determine if the Campaign is active or not.
NPS Survey: This information corresponds to the NPX Survey.
Send NPS Survey: We'll set this field to "Yes" at the time we would like to launch the survey. It must remain to "--None–" until that moment.
Survey Language: It's the language of the emails sent to the contacts.
Survey Default Language: It's the email's language which will be used when the contact's language is not one of the selected Survey Language.
Language Selection Enabled: This checkbox allows the contact to change the language of the survey he will answer. Ticked by default.

The languages of the Survey are managed in NPX. In CRM, we manage only the "communication" language. So the language of the emails sent to the contact.

As NPX is using specific codes,  we need to set up a mapping. To do that:

• in the object Campaign, the languages have the NPX code as API Name
• in the object Utility, for each language for which we would like to have a specific language of communication, we indicate what is the corresponding survey language. The survey languages are defined with the NPX codes as API Name. This is helpful  to indicate that when the contact's language is Catalan, then the email must be sent in Spanish for example.

Pay attention that only English is available on NPX stage (UAT). So tests concerning languages can only be done in Production.

Specificities for ICare:

Determine the FLE from Episode: This field is used to know if the FrontLine Employee must be determine from the episode or not. The default value is True. 

3. Campaign Members Management

A contact can be added manually by using the button "Add Contact", from a view or from a report.
When adding a contact to a campaign, some information (Frontline employee and Type) are automatically determined depending on the type of campaign and on the environment.

Specificities for Core:

Campaign type = GSKA => No automatism
Campaign type = FNPS =>
Campaign type = MNPS =>

• Frontline Employee = Contact owner ? => to be checked

• Type = 
  • Prospect if the account is a Non SAP Account
  • Churner is the account is a SAP Account and no revenue since 3 years to be checked
  • Customer otherwise

Specificities for Icare:

If the check box "Determine the FLE From Episode is NOT ticked, then no automatism are done. Otherwise,
Campaign type = GSKA or FNPS => 

Campaign type = MNPS =>

• Frontline Employee = Contact owner 
• Type = 
  • Prospect if the account is a Non SAP Account
  • Churner is the account is a SAP Account and no revenue since 3 years
  • Customer otherwise