Set Up a Survey Data Map and Explore Dashboards

Learning Objectives

After completing this unit, you’ll be able to:

• Set up a survey data map to analyze survey responses.
  
• Explain how the Perform Survey Sentiment Analysis action works.
  
• Explore Customer Lifecycle Analytics dashboards to view the results of sentiment analysis.
  

Set Up a Survey Data Map

Matt can analyze survey responses in many ways with Sentiment Insights. He can use a survey data map, a couple of Salesforce Flow templates, or an invocable flow action to create new records. Matt decides to use a survey data map as it’s part of Surveys. Here’s how Matt sets up a survey data map.

Ensure Surveys is enabled in your Salesforce org.

1. From the App Launcher, find and select Surveys.
   
2. Matt clicks the dropdown next to the inactive survey named Cumulus Insurance CSAT Survey. He wants to perform sentiment analysis on the responses to the question ‘How do you like our product?’.
   
3. Click Open Latest Version.
   
4. Click Advanced Settings, and select Survey Data Mapping.
   
5. Click Add Data Map.
   
6. Enter the map’s name: CSAT Survey Responses
7. Select Create Record as the Action Type. If you have already analyzed the sentiment of survey responses but wish to rerun the analysis and update the existing records, select Update Record.
   
8. Search for and select AI Sentiment Result as the Target Object.
   
9. In the Define Target Object Fields and Values section, enter the following information. Click Add Row to add a new row.
   

10. Select Every time as the Condition Type.

11. Click Save.

12. Click Back to Builder and confirm the prompt.

13. Click Save to save the survey.

To analyze the sentiment of survey responses, Matt can also use any of the following. 

• The Perform Survey Sentiment Analysis Flow template.
  
• The Perform Survey Sentiment Analysis for User-Selected Question Flow Template.
  
• The Perform Survey Sentiment Analysis action in Flows.
  

View Sentiment Analysis Results

After all the hard work, it’s time for the Salesforce Sentiment Insights magic. Matt uses CRM Analytics templates and creates a Customer Lifecycle Analytics app to view the results of the survey response analysis. Cumulus Insurance already has a Customer Lifecycle Analytics license, so Matt quickly sets up an app and uses the interactive dashboards to view the results. To see how he creates the app, check out the Create a Customer Lifecycle Analytics App unit in the Optimized Customer Experiences with Customer Lifecycle Maps module.

Awesome In-App Dashboards

On the homepage of CRM Analytics Studio, Matt selects the Customer Lifecycle Analytics app he just created. It displays a wide assortment of dashboards and datasets. Let’s follow along as he explores the app and reviews the relevant dashboards.

Sentiment Analysis Home

The Sentiment Analysis Home dashboard displays a rich bundle of graphs for a variety of data types that summarize the overall customer sentiment. Justus can analyze the following relevant metrics to zero in on areas that need improvement.

1. The overall sentiment for the company, sentiment for each location, and areas of focus.
   
2. Sentiment for each stage of the customer journey.
   
3. Positive sentiment trends over time to see the effect of changes made.
   

Customer NPS and Sentiment Lifecycle Map

On the homepage of the app that Matt created, he selects Customer NPS and Sentiment Lifecycle Map. The Customer NPS (Net Promoter Score) and Sentiment Lifecycle Map dashboard gives insights into customer loyalty and the performance of engagement channels. It helps Justus analyze the following information.

1. NPS and sentiment across the customer journey.
   
2. The response rate of customers.
   
3. NPS comparison for different lifecycle stages and sentiment tracking by channels and topics.
   
4. Customer sentiment trends over time.
   
5. Customer satisfaction based on sentiment analysis.
   
6. Change in customer sentiment and engagement over a selected period.
   
7. Engagement channel performance trend across customer lifecycle stages.
   

The embedded scorecards display data on the latest sentiment of customers, sentiment trends across engagement channels, topics that create a negative sentiment, sentiment trends across topics, and topics that need immediate attention.

Improve Customer Experiences

As a seasoned insurance business analyst, Justus understands that knowing customer sentiment isn’t very useful if there’s no way to identify the reasons why customers feel that way. He needed a way to determine what aspects of the service customers specifically feel happy or unhappy about. With Sentiment Insights in place and ready for use, Justus now has a reliable tool to identify all the aspects that customers comment on in the surveys. So Cumulus Insurance can focus better on its customers and improve customer experiences!

Resources

• Salesforce Help: Create Survey Data Maps for Sentiment Insights
• Salesforce Help: Flow Core Action: Perform Survey Sentiment Analysis
• Salesforce Help: Use the Perform Survey Sentiment Analysis Flow Template
• Salesforce Help: Use the Perform Survey Sentiment Analysis for User-Selected Question Flow Template
• Trailhead: Embed a CRM Analytics Dashboard in Lightning Experience