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            Set Up Custom Channels in Customer Signals Intelligence

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            Set Up Custom Channels in Customer Signals Intelligence

            Analyze data from custom objects through custom channels to reveal insights. For every channel you enable, all the historic data is ingested into Data 360 and uses Data 360 credits.

            Required Editions

            Available in: Lightning Experience
            Custom Channels available in: Enterprise, Unlimited, and Developer Editions with the Customer Signals Intelligence add-on
            User Permissions Needed
            To set up custom channels: Data Cloud Admin permission set

            Make sure you’ve provided View All Fields and View All Records permissions for custom objects in the Salesforce Data Connector permission set.

            1. From Data 360, create a custom object. Make sure that your custom object name and custom object field names don't contain the string CustomChannel. If you already have a data stream for the custom object in Data 360, go to step 6.
            2. In the Data Cloud Salesforce Connector permission set for your custom object, enable View All Fields and View All Records permissions.
            3. Create a data stream of the category Engagement for the custom object.
            4. Import data from a .csv file into the custom object using the option for File Upload. For details, see the import limits. Additionally, you can use Bulk API 2.0, Bulk API, Salesforce Data Loader, Data Import Wizard, or Amazon S3 Connector to import your custom channel data into Salesforce.
            5. Add a channel name, then search for and select the data lake object (DLO) associated with the custom object. The corresponding data stream is automatically populated.
            6. From Setup, use Quick Find to open Customer Signals Intelligence.
            7. From Manage Channels, go to Custom Channels, and click Add Custom Channel.
            8. Enter a channel name. The name should be less than 29 characters and shouldn't contain spaces or special characters. Select which insights you want to generate, and click Install.
            9. After your channel is successfully created and installed, you can see the channel listed under Custom Channels in the setup. The corresponding mappings, and data transforms are automatically deployed. To manage data processing for the channel, click Manage Transform to open the transform definition.
              Note
              Note After you create a channel, you can’t delete it. You can only pause data processing for the channel.
            10. Check if the fields from your custom DLO are correctly mapped to the UserCustomObject that was created when the channel was installed. All fields, except for Customer Name, Customer Email, and Customer Mobile Number, are mandatory. If the fields don't map, you see an error icon in the node.
            11. To map the field names to your custom DLO fields, click the node with the error, select the error, and then click the pencil icon.
              Image showing the data transform error and the edit icon.
            12. Go to the field name and replace it with the field name from your custom DLO and click Apply.
              Image showing the field to replace field name in the transform.
              Fields to Map
              UserCustomObject Field Name Data Type Field Description
              Session Id Text The custom object field that uniquely identifies the customer interaction. If the custom object is survey, the survey response ID is mapped with this field.
              Thread Id Text Uniquely identifies each engagement or exchange with the customer within a session. If the custom object is survey, the survey question response ID is mapped with this field.
              Customer Id Text Identifies the customer.
              Customer Name Text Identifies the name of the customer.
              Customer Email Text Identifies the email ID of the customer.
              Customer Mobile Number Text Identifies the mobile number of the customer.
              Feedback Text Text The custom object field for which insights should be gathered based on a text response from the customer.
              Feedback Category Text Identifies the category of the feedback provided by the customer.
              Feedback Rating Number Identifies the score provided by the customer.
              Feedback Date Datetime Identifies the date when the customer provided the feedback.
              For example, a passenger survey with the ID ab123a, designed to measure the customer satisfaction score (CSAT), is sent to a customer. The survey contains a question with ID 1234c, asking for the CSAT score, to which the customer responds with a rating of 10.
              Survey Invitation ID Survey Question ID Survey Response Survey Name
              ab123a 1234c 10 Passenger Survey

              This data would then be mapped to the corresponding fields as follows:

              Custom Object Field Mapped Field
              Survey Invitation Session Id
              Question Thread Id
              Survey Name Feedback Category
              CSAT Score Feedback Rating
            13. Save your changes.
            14. Schedule a time to run your transform, or manually run it now.
            15. After the transform runs, you see that your data has been processed and is stored in the Engagement Analysis Text object.
            Note
            Note To use Data Governance features, grant permissions to the listed objects per your chosen policy according to Assign Data Access. If you have more than one data space, you must grant access to objects in each data space. Object names in non default data spaces follow the convention of <DataSpace Prefix>_<Object Name>.
             
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