Transaction Fields are used to capture and store critical metadata related to each customer interaction. These fields typically contain key-value pairs that may include information such as transaction type, product details, interaction date, and other contextual data. This metadata enables businesses to personalize survey distributions, tailor questions based on specific interactions, and conduct more targeted analysis of customer behavior. By leveraging Transaction Fields, organizations can deliver more relevant surveys and generate insightful, custom reports that reflect the unique context of each customer experience.

This article discusses the process of creating Transaction Fields at the project level. This feature is also accessible globally within the Persona App. For further information, please refer here.

Business Problems Solved

• Detailed Interaction Tracking: Organizations frequently face challenges in obtaining a clear and comprehensive understanding of customer interactions across various touchpoints. By utilizing Transaction Fields, every interaction can be documented with essential metadata, including support ticket status, interaction date, type of issue, or the product involved. This organized data offers a cohesive perspective on customer engagement, allowing support teams to swiftly evaluate interaction history, address issues more effectively, and provide tailored experiences based on previous behavior.

• Behavior-Driven Survey Customization: Businesses often seek to personalize surveys based on user behavior to gather more relevant feedback. By leveraging Transaction Fields alongside dynamic logic, surveys can adapt to different customer actions

  Example: Distinguishing between users who completed a transaction and those who only engaged partially. This approach allows organizations to tailor questions to the customer’s experience, resulting in higher engagement and more meaningful insights.

Gathering extra context via Transaction Fields at the response level enables organizations to enhance their data with specific, interaction-related details. This supplementary context facilitates more accurate filtering and segmentation, resulting in deeper insights and more actionable analytics from customer feedback and engagement data.

Prerequisites

This feature is generally available as part of CFM. No specific permissions are required to access transaction fields.

Setting Up Transaction Custom Fields (Survey Level)

Every transaction is linked to a specific set of metadata, stored as key-value pairs in Transaction Fields, which detail each interaction. This organized method allows for effective management, analysis, and customization of surveys according to the unique characteristics of each transaction.

1. Navigate to CFM Persona App and select a Survey.

2. Go to Settings.

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3. Go to Survey Custom Fields section and click Transaction Field.

   You can find the Transaction Fields (at the project level) by navigating to the “Settings” tab within a project.

4. Click + Create Transaction Field, a new window will open, allowing users to setup the custom field.

5. Go to Create Transaction Field section and fill in the details:

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   1. Title: Provide a title to the transaction field.

   2. Field Type: Select field type from the dropdown.

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      Field Types

      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: Enter a meaningful description to the transaction field.

   4. Field Visibility: When setting the visibility of a custom field, you can choose from the following options:

      1. This Project: The custom field will be visible only in the current project and will not be shared with other projects.

      2. All Projects in this Program: The custom field will be displayed in every project within the same program, ensuring uniformity across projects in the program.

      3. All Programs: The custom field will be visible across all programs, allowing access for any project within any program, as well as at a global level.

         Note: Transaction Fields set to ‘All Programs’ visibility will also appear in the Global Response Custom Fields section within the Persona App’s Global Settings.

   5. You have the option to include a description for the custom field. After entering the necessary details, they can click "Create" to complete the process and add the custom field.

Record Manager

The following columns are displayed in the record manager:

• Name: The title of the custom field.

• Description: A short description of the purpose of the custom field.

• Type: The category of the custom field (for instance, text, number, or date).

• Date Created: The date when the custom field was created.

• Visibility: Shows the locations where the custom field can be seen, for example:

  • This Project

  • All Projects in this Program

  • All Programs

• The following functionalities are also available in the record manager:

  • Refresh: Press the refresh button located in the upper right corner to refresh the record manager display.

  • Filter: To refine your view, click the filters button located in the top-right corner to access the filters menu.

  • Column Manager: Access the column manager by selecting its button located in the top-right corner. This enables you to:

  • Manage columns. Conceal or reveal columns to personalize your display.

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