Transaction fields capture and store key metadata from each customer interaction, such as transaction type, product details, and interaction date. The values stored in these fields help personalize survey distribution, analyze customer interactions, and generate custom reports. These fields help businesses tailor their surveys and responses based on specific transaction data, enabling more relevant and insightful customer feedback analysis. Refer to this article for more details.

Business Problems Solved

• Detailed Interaction Tracking: The Transaction field helps track customer interactions across various touchpoints by recording each interaction with key details such as support ticket status, interaction date, and issue type. This structured view of customer engagement allows teams to quickly understand interaction history, resolve issues efficiently, and provide personalized support based on past experiences.

• Behavior-Driven Survey Customization: The Transaction field, along with dynamic logic, personalizes the survey based on customer behavior to improve engagement and feedback quality.

  For example, a customer who completes a purchase might receive questions about product satisfaction, while a browsing user might be asked about their website experience. This targeted approach leads to more relevant insights and higher response rates.

Capturing additional context through Transaction Fields at the response level enriches the data with detailed information. This enables more precise filtering and segmentation, leading to deeper insights and more actionable analytics.

Prerequisites

No specific permissions are required to access Transaction Fields.

Setting up Transaction Field

Each transaction is linked to a unique set of metadata, stored as key-value pairs in Transaction Fields that capture the details of the interaction. This structured approach allows for efficient management, in-depth analysis, and customization of surveys based on the specific attributes of each transaction.

Let's have a look at the navigation steps:

1. Navigate to Global Settings in Customer Feedback Management App.

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2. In the Custom Fields section go to Transaction Fields.

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3. Click + Create Transaction Field.

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4. Go to Create Transaction Field page and fill in the details:

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   1. Title: Add a title to the custom field(Mandatory).

   2. Field Type: Select a field type for the custom field. Let's understand the field types(Mandatory).

      Field Type

      Field Type	Description	Use Case
      Single Line Text	Accepts a single line of alphanumeric text with no practical length limit.	Capturing short responses like names, IDs, or email addresses.
      Multi Text	Accepts multiple values separated by commas. Each value is stored as a distinct entry.	Capturing lists saved as separate values.
      Number	Accepts numeric input, including integers and decimals (double-precision).	Capturing quantitative data such as amounts, scores, or counts.
      Single Select	Allows selection of one option from a predefined list.	Recording fixed categories such as gender, product type, or region.
      Multi Select	Accepts multiple values from a predefined list, separated by commas. Each value is treated individually in reporting.	Capturing multiple applicable categories such as preferences, interests, or locations.
      Date	Accepts date-time input in various supported formats.  Users can define the date format for this field.  Toggle “Include Time” to add time (12-hour and 24-hour formats supported).  Users can select a unique time zone for all collaborators.  Users can specify different time zones for individual inputs, allowing time zones to be included with the date.	Capturing timestamps, event dates, or scheduled times.
      Multi Line Text	Accepts a large textual paragraph with formatting options.	Capturing detailed responses or notes, such as descriptions or comments.

       

   3. Description: You can add a description to provide more details about the custom field(Optional).

   4. Field Visibility: You can select the field visibility(Mandatory).

5. Click Create to finalize and add the custom field.

   Note: Transaction Fields created via Global Settings will automatically have All Programs visibility. To limit visibility to a specific project or program, the fields should be created within the respective project.

Manage Transaction Field

The following columns are displayed in the record manager:

1. Status: Toggle the status option to enable the field successfully.

2. Name: Displays the name in the transaction field.

3. Description: Displays a brief explanation of the custom field's purpose.

4. Type: Represents the type of the custom field (text, number, date, etc.).

5. Date Created: Displays the creation date of the custom field.

6. Visibility: Specifies the scope or location where the Transaction Fields are accessible.

   1. Program Name: Indicates that the field was created within a specific project and is accessible only within that project.

   2. Program: Indicates that the field was created within a project and is visible across all projects within the specified program.

   3. All Programs: Indicates that the field is available across all programs within the system.

The following functionalities are available in the record manager.

1. Refresh: Click the refresh button in the top-right corner to update the Record Manager view.

2. Filter: Click the Filters button in the top-right corner to open the filters menu and narrow down your view.

3. Column Manager: Open the Column Manager by clicking its button in the top-right corner.

   

4. Manage Columns: Hide or unhide columns to customize your view.