Additional Information

Other Addresses

To link an issue to an Other address being added, add a row on the Import Form with a To Category of "Issue Address" and a Tag Type of "Set Fixed Code." You can link an issue to an Affiliate address by defining the To Category field as "Affiliate Code," the Tag Type field as "Set Fixed Code," the Set To Code field as the specific affiliate configured by your system administrator, and indicating in the To Row field where the data should be sent. Use the following formula to determine what number to enter in the To Row field: multiply the issue number by 100 and then add the address number. For example, to link the first issue on a case with the second address (affiliate), type in "102" in the To Row field.

Phone Numbers on Import Forms

When defining phone numbers on an Import Form, if the phone number and extension are in separate fields, the phone number should be processed first. Use the Drag to reorder tags button to determine the order in which the fields are processed.

In addition, for phone numbers to be imported correctly from an Import Form, you need to define Import Form tags for each phone number (I02) and the import row is indicated in the To Row column. If you have four phone numbers, you need an Import Form tag for each phone number and the To Row fields should have the following values: 1, 2, 3, and 4. You also need to define a Phone Type row, which indicates whether the phone number is a home, work, or cell number.

If the To Row column is left blank, the first phone number on the case is overwritten with the phone number on the Import Form with the missing To Row value.

Setting Text Type Codes for Email Message Text

When you use one of the Clean Up Type options to move the email message to one or more Case Text entries, you may want to specify the Text Type Code that is used for each of the entries. To specify a Text Type Code for a Case Text entry: Create a new Tag rule. Set the To Category to "Text Type." Set the Tag Type to "Set Fixed Code." Set the To Row field to either "1" or "2," depending on whether you are setting the type for the first or second text entry. For details about Clean Up Type, see the Description of Fields section on page Defining Import Forms.

Import Forms, Surveys, and the Case Import Utility

A customer accesses your website and completes an online form. The data from the online form includes name and address information and a short survey to gather information about the customer's experience with one of your products. Now you want to import that information into Emplifi Agent. The Case Import Utility allows you to create a case and attach the survey to the case. However, in order to do so, you must first set up your survey and an Import Form in Emplifi Agent to import the data.

There are a couple of things to keep in mind when setting up your forms and survey: When using a multiple choice question, each answer value saved to the import file needs to have a value of "-1" if the answer is selected or "0" if the answer is not selected. Each survey answer has a corresponding row in the database and must be represented on the Import Form.

For information on automating the creation of the Import Form, see the Append Survey information in the Form Tags section on page Defining Import Forms.

When defining a multiple-choice question on a survey there are a minimum of two entries on the Survey Definition: the first has an Answer Type of “Start Multiple” and the second has an Answer Type of “Continue Multiple”.

Each entry is stored with its own Question Seq number. You can define as many answers for the question by adding them with the "Continue Multiple" answer type after the question with the "Start Multiple" answer type. To enter these multiple-choice questions on an Import Form, each entry must have a line on the Import Form. In the To Row column you enter the Question Seq of the “Start Multiple”. You also enter the “Start Multiple” Question Seq for the first entry on the Import Form in the Set to Code column. Then, for the remaining “Continue Multiple” entries, you enter the corresponding Question Seq for the entry in the Survey in the Set to Code column.