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Online Reputation Dashboards

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Qtip: If you are a customer interested in Online Reputation Management, reach out to your Account Executive or XM Success Manager.

About Dashboards for Reputation Management Projects

You can bring the social data from your Online Reputation Management project into a CX dashboard project to create a report of your social data.

Qtip: If Reputation Management data is included on the dashboard but the project hasn’t been shared with a user, they will only see the reviews, and won’t be able to reply on social ticker widgets.

Using Reputation Data in a New CX Dashboard Project

If you have access to CX Dashboards, you can load your Reputation Management data into an existing dashboard project, or into an all new dashboard project.

  1. Follow all of the steps in Creating Your First Dashboard Project.
  2. After saving your new dashboard, you should be automatically transported to Dashboard Data.
    Add source button center of page clicked, expanded to reveal External Data source option, and this menu expands to show the names of reputation management projects created
  3. Under Add Source, hover over External Datasources and select your Online Reputation Management project.
  4. Choose any fields you want to map, and deselect those you don’t want to map.
    Mapping window with a list of fields to be selected or deselected
  5. Click Add.
  6. Click Save.
    After saving previous window, there's a Save button in the lower-right of Dashboard Data

You can now edit your dashboard as needed.

Using Reputation Management Data in an Existing CX Dashboard Project

  1. Locate your dashboard project.
  2. Select the dashboard you’d like to add the source to.
    choosing a dashboard in a dashboard project
  3. Go to the dashboard settings.
    in dashboard data, adding a data source and mapping the orm data
  4. Make sure you are in Dashboard Data.
  5. Click Add Source.
  6. Hover over External Datasources.
  7. Select your reputation management project.
  8. Add new fields as needed.
  9. Click Save in the lower-right of the page.

Online Reputation Management Template

Qtip: This is only available if your social data collector is set to Facebook or Google.

After you have the data source loaded into a new or existing dashboard, you can use this data in your dashboard to build customized reports and widgets. However, we also have a premade template you can use, to make it easier to report on these fields.

Create a page from a template, then select the Online Reputation Management option. Make sure you select your reputation management data as the data source.

Create a page from a template window open, with online reputation management options selected

Qtip: Page templates cannot be added to the dashboard included by default in the reputation management project. This template is meant to mimic the widgets, filters, and formatting of the default dashboard included in the reputation management project.

Qtip: Facebook is on a Recommend / Not Recommend scale rather than a five star scale. We recommend using the top two box metric (setting the top values as four and five) to calculate the number or percentage of recommendations. See an image of a number chart with this configuration below.

Image of a number chart where the metric is set to a top / bottom box with the box range set to 3-5

Qtip: Google has a five star scale. The star rating widget is a great option for reporting on Google data.

Basics of CX Dashboard Creation

If you’re not sure where to start, check out these introductory pages on CX Dashboards.

Online Reviews Widget for Facebook and Google Dashboards

You can give your dashboard users the ability to respond directly to Facebook or Google reviews from right inside the dashboard. This allows your teammates to manage responses to reviews without you having to give them access to the Facebook or Google account where your business pages live.

Qtip: This option is only available If the app connected to your online reputation management project is Facebook or Google.

Since both Facebook and Google can be added as an app to the same ORM project, they can both appear in the same social reply widget.

Setting Up the Widget

  1. Set up your online reputation management project.
  2. Set the app to Facebook or Google.
  3. Create a dashboard and map your online reputation management project to it.
  4. Once inside your dashboard in editing mode, add a new widget. Select Online Reviews.
    Add widget button expands to a menu; online reviews is selected
  5. No further setup is required. If you’d like, you can add a title, descriptions, and a counter that shows the number of responses (reviews) in the widget. You can also configure the displayed location identifier by editing Location Name and/or Store ID and resize the widget as needed.
    Image of online reviews populated with data
Qtip: The Facebook / Google app must remain connected to the online reputation management project for this functionality to work. If you disconnect the Facebook / Google account from the project, this widget will no longer work.

Filtering the Widget

As with many other widgets, you can add a filter to the online reviews widget. The online reputation management data includes some fields that we highly recommend you trying using to filter the widget.

Image of filter at top of social ticker widgets

For example, you could add a “replyState” filter to your widget. This way you can filter by whether the reviews already have replies or not. The values for this field are as follows:

  • PENDING_REPLY: The reviews that’ll be included in the widget have no replies, or only have replies from outside your org (for example, the original poster replied to their own comment).
  • REPLIED: The comment already received a reply from your page.

Giving Users the Ability to Reply to Social Reviews

Only users with the right permissions will be able to use the online reviews widget to reply to Facebook reviews. To grant a user this permission, make sure to do the following:

  1. Find the online reputation management project where this Facebook / Google data is connected, and share this project with the user.
  2. Select the user’s permissions. They are as follows for the online reviews widget, specifically:
    • Admin access: In addition to social reply capabilities, give the user unlimited control over the project and its data.
    • Read and reply access: Only give the user the ability to look at the data.
  3. Find the dashboard where you added the online reviews widget and share it with the user.

Using the Widget to Reply to Reviews

Qtip: Once a review has at least one reply, you can’t add any more from the widget. Use the See on Facebook / See on Google link to easily reply from the website itself.
  1. Under the review you’d like to respond to, click Reply.
    Image of reply button on social ticker
  2. In the window that opens, type your response, then click Post your reply.
    Image of person replying right on the social ticker
  3. Your response will be posted publicly on the review site you’re replying to.
Qtip: Clicking See on [Site name] will take you to the reply on Facebook or Google, depending on where it’s from. If the user wasn’t already logged into the site, they will have to login to an account after clicking this button. If the business’s page is private or locked, users won’t be able to see the page unless they log into an account that has access to it.

Steps to Configure Online Reviews for Existing Dashboards

Attention: All required fields should be mapped to the corresponding dashboard field with the same name. Names can be found in the table at the end of this section.
  1. Follow steps 1-7 from this section on reputation management in an existing CX Dashboard.
  2. Add all fields listed in the chart below by repeating steps 3-6 for each field.
  3. Click Add field.
    click add field and gear settings
  4. Select the gear icon to see the Multi-Mapping Editor.
  5. Add Field Name.
    add field name in mapping editor
  6. Adjust the Field Type.
    add field type category
  7. Save changes.
Qtip: The Online Reviews widget does not support grouped fields from the data mapper.

Fields Necessary for Online Reviews

The following fields need to be mapped in order for reviews to appear correctly in the widget.

Field Name Field Type
id Text value
content Open text
rating Number set
reviewProfileSource Text set
authorName Text value
createdDate Date
url Text value
replyState Text set
subjectId Text set
subjectName Text set
updatedDate Date

The following fields need to be mapped if you want to be able to reply to reviews directly on the widget.

Field Name Field Type
projectId Text value
collectorId Text value

FAQs