Medallia connection
Overview
Activate profiles for targeted Medallia surveys and feedback collection to better understand customer needs and expectations.
IMPORTANTUse cases
To help you better understand how and when you should use the Medallia destination, here are sample use cases that Adobe Experience Platform customers can solve by using this destination.
Use case #1
A B2B brand wants to evaluate and streamline its onboarding program. They’d like to send personalized surveys in real-time to clients who just completed the onboarding process.
Use case #2
A retailer is looking to better understand customer preferences for order fulfillment. They want to send a short 1-question SMS survey to customers who have made online and in-store purchases over the past month.
Prerequisites
The following information is required to establish the Medallia connection:
- OAuth Token Endpoint URL
- Client ID
- Client Secret
- API Gateway URL
- Import API Name
Work with your Medallia delivery team to obtain these details.
Supported identities
Medallia supports the activation of identities described in the table below. Learn more about identities.
| Target Identity | Description | Considerations |
|---|---|---|
| Email address | Select the email target identity when you want to send email-invitation surveys. When a profile is associated with multiple email addresses, Medallia will trigger the invitation to the first email only. | |
| phone | Phone numbers hashed in E.164 format | Select the phone target identity when you want to send SMS-based surveys. The phone number must be in E.164 format, which includes a plus sign (+), an international country calling code, a local area code, and a phone number. For example: (+)(country code)(area code)(phone number). When a profile is associated with multiple phone numbers, Medallia will trigger the invitation to the first phone number only. |
Export type and frequency
Refer to the table below for information about the destination export type and frequency.
| Item | Type | Notes |
|---|---|---|
| Export type | Profile-based | You are exporting all newly qualified members of a segment, together with the desired schema fields (for example: email address, phone number, last name), as chosen in the select profile attributes screen of the destination activation workflow. |
| Export frequency | Streaming | Streaming destinations are “always on” API-based connections. As soon as a profile is updated in Experience Platform based on audience evaluation, the connector sends the update downstream to the destination platform. Read more about streaming destinations. |
Connect to the destination
IMPORTANTTo connect to this destination, follow the steps described in the destination configuration tutorial. In the configure destination workflow, fill in the fields listed in the two sections below.
Authenticate to destination
To authenticate to the destination, fill in the required fields and select Connect to destination.
- OAuth Token Endpoint URL: Typically takes the form of https://instance.medallia.tld/oauth/tenant/token.
- Client ID: Obtain from your Medallia delivery team.
- Client Secret: Obtain from your Medallia delivery team.
Fill in destination details
To configure details for the destination, fill in the required and optional fields below. An asterisk next to a field in the UI indicates that the field is required.
- Name: A name by which you will recognize this destination in the future.
- Description: A description that will help you identify this destination in the future.
- API Gateway URL: Obtain from your Medallia delivery team. Typically takes the form of https://instance-tenant.apis.medallia.com.
- Import API Name: Obtain from your Medallia delivery team. Name of the Medallia Import API (also known as Web Feed) to be used in this connection. You can activate different audiences to different Import APIs to trigger different survey programs.
Enable alerts
You can enable alerts to receive notifications on the status of the dataflow to your destination. Select an alert from the list to subscribe to receive notifications on the status of your dataflow. For more information on alerts, see the guide on subscribing to destinations alerts using the UI.
When you are finished providing details for your destination connection, select Next.
Activate audiences to this destination
IMPORTANT-
To activate data, you need the View Destinations, Activate Destinations, View Profiles, and View Segments access control permissions. Read the access control overview or contact your product administrator to obtain the required permissions.
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To export identities, you need the View Identity Graph access control permission.
Read Activate profiles and audiences to streaming audience export destinations for instructions on activating audiences to this destination.
Map attributes and identities
The following target identity namespace(s) must be mapped depending on the use case:
- For email-based surveys, email must be mapped as a target field using Target field > Select identity namespace > email
- For SMS-based surveys, phone must be mapped as a target field using Target field > Select identity namespace > phone. Phone numbers must be in E.164 format, which includes a plus sign (+), an international country calling code, a local area code, and a phone number
It is strongly recommended that you also map additional target custom attributes to create personalized surveys and append additional information about the customer to the survey record:
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Personalized surveys typically address the customer by name
- Map the customer’s first name to Target field > Select custom attributes > Attribute name > firstname
- Map the customer’s last name to Target field > Select custom attributes > Attribute name > lastname
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Add mappings for any other target custom attributes as desired
IMPORTANT