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Event Integration

The steps to integrate a form for Event and Batch Integrations

Basic Steps

There are three steps involved in integrating a form for Event or Batch processes.

  1. Add Shared Workflow
  2. Attach Shared Workflow
  3. Create Simple Filters based on a Template

Add shared fields

1.  Using either the AR Admin tool, or the Developer Studio tool, copy integration fields from the Integration Sample form (KS_SRV_IntegrationSample)

2.   Verify that the shared fields Database IDs are not already used on the form that you are integrating to.

Here is a list of the shared fields

Field Field ID Description
_SurveyID 700002004 Used to temporarily store the survey ID to be fired
_SurveyName 700002005 Used to temporarily store the survey/service item name to be fired
_EventName 700002007 Used to temporarily store the Event that is triggering the survey/form
_TempID 700002003

Used to temporarily store the triggering event ID.

If there is more than one trigger event, this identifies the next highest triggered Event ID triggered.
_FireQualString 700002006

Used to temporarily store the firing qualification.

In an External qualification, this determines whether the record meets the necessary qualification.
_OperationID 700002012 This operation ID is used to track any customer submission records created out of this specific event. 
_IntegrationID 700001560 The instanceId of the Integration created from the Manager console form.
_MappingDataSet 700000829 The name of the data set used for the integration.
_CustomerSurveyStatus 700000831 The name of the data set used for the integration.
_CustomerSurveyURL 700000833 Used for Active Link integration in determining whether to show a survey/call script to the user.
CustomerSurveyInstanceID 700000830 Used by Active Link integration to hold the instanceId of the survey that was created.  This is a true data field.

3.  Copy the above fields to the form you want to integrate.

NOTE: If you do not plan on doing any Active Link integrations, you do not need to copy the _CustomerSurveyStatus, _CustomerSurveyURL, or the CustomerSurveyInstanceID fields.

 

Attach Shared Workflow (filters and filter guides)

Attach a number of filters and a filter guide to your form in order to use the integration process. This workflow is attached already to the KS_SRV_IntegrationSample form (primary form).

NOTE: It is useful to view a limited view of workflow to help find the filters and guides listed in the next steps. Use the filtering options from the developer studio or the View by Form option from the Admin Tool.

integration_sample_filters.JPG

The following shared filters need to associated to the form you are integrating to:

KS_SRV_INTEGRATION_CheckIfSurveyNeedsToFire00

KS_SRV_INTEGRATION_CheckIfSurveyNeedsToFire01

KS_SRV_INTEGRATION_CheckIfSurveyNeedsToFire02

KS_SRV_INTEGRATION_FireSurvey

KS_SRV_INTEGRATION_LoopNext99

You can either add the form to the Asociated form on the Developer Studio, or the Form Name list in the Admin Tool.

 

Create Simple Filters Based on a Template

After attaching the shared workflow, you will need to create three filters that are specific to the form you are integrating. Two of these are for event (filter) based integrations, and the third is for batch (also filter) integrations. You will also need to add your form and your specific filters to a filter guide.

Filter 1 - KS_SRV_INTEGRATION_SAMPLE_CheckSurveyFire99`!

Testing the Integration Qualification—This filter, if it passes your qualification, will push some basic information into a “connector” form which will test all of the rules associated with the integration. Walk through the following steps to create yourown copy of this filter for your own form.

  1. Open the filter and do a "Save As". Rename the filter so that it shows it is associated to your new form. For Example KS_SRV_MyForm_CheckSurveyFire99`! You must leave the `! at the end of the filter.
  2. Add your form to the Associated Forms list, and then remove KS_SRV_IntegrationSample as the primary form and make sure that your form is the new primary form. You will receive a warning - this is normal.
  3. Check the Run If qualification to make sure that none of the field names are represented by database Ids. If they are, then it is likely that the shared fields that were imported in the first section did not keep their own database Ids and are not shared. If this is the case, contact Kinetic support for help resolving this issue. Do not make any changes in the Run If statement.
  4. Navigate to the Push Fields action that is part of the If Actions. You need to update at least one field - Contact_Info_Value. This field receives the email address of the person that the survey will be sent to. Change the value to that field on the form you are integrating. The First Name and Last Name fields are helpful for use in creating messages and for searching, but are not required. They should match the first and last name of the person receiving the survey. If you are not goingto use them, they can be deleted from the list.

Example of the field list before updating:

mapped push fields for fire survey.JPG

FIlter 2 - KS_SRV_INTEGRATION_SAMPLE_PushAttributes_Default 

Pushing the attributes—This filter will push the other data you may want to send regarding this ticket.  Kinetic SR includes a set of 64 generic “attribute” fields.  These fields are used to store data that you may want to use to personalize emails (such as first/last name), include in the header of your page (such as issue description, date of interaction) or for reporting (such as assigned agent, direct report, employee ID).  Think about the information you may want for this situation or other future situations, so that your workflow does not need to be changed in the future.  

  1. Open the filter and do a "Save As' to a name that represents the form you are integrating. For example KS_SRV_SampleChange_PushAttributes_Default. Unlike the last filter ther are no requirements for formatting the name, it is just easier to find if you stay close to our convention.
  2. Add your form to the Associated Forms list, and then remove KS_SRV_IntegrationSample as the primary form and make sure that your form is the new primary form. You will receive a warning - this is normal.
  3. Check the Run If qualification to make sure that none of the field names are represented by database Ids. If they are, then it is likely that the shared fields that were imported in the first section did not keep their own database Ids and are not shared. If this is the case, contact Kinetic support for help resolving this issue. Do ​not make any changes in the Run If statement.
  4. Navigate to the Push Fields action that is part of the If Actions. Here is where you can add the fields from your form that are going to be pusshed into the Attribute fields (1 -64). A few sample fields are included in the template filter, feel free to remove these and use the fields for your own purposes. Also, you do not need to update the qualification of the push action.

Here is an example of the mapping fields,before any updates:

mapped push fields for push attributes.JPG

Filter Guide - KS_SRV_Integration_CheckForSurvey

This guide controls the flow of all the filters for integrations. The new filters that were created in the previous two sections need to be added into specific sections in the guide, defined by labels. The guide is called by the filter KS_SRV_INTEGRATION_FireSurvey.

  1. Open the guide, and add your form to the list of Associated Forms.
  2. Add your filter ending with "FireSurvey`!" to the guide, and make sure to move it between the labels "-PUSH ADD-" and "-PUSH END-" 
  3. Add you filter ending in "PushAttributes_default" to the guide, and move it so that it is after the label "-ATTRIBUTES-".

Screenshot of the guide:

event filter guide.JPG

You can see that similar filters are grouped together, this should help you place you filters.

There is a spot in the guide, between SET ADD and SET END where you can add your own custom filters. For example, you need to capture the emaill address of the Assigned Manager (you have their ID), but it isn't on the form you are integrating. You can add a filter that looks up the email from a person form, and places it in a display only field on your integrated form, and then it is available to use for that survey.

Filter 3 - Batch Integration Filter

To enable batch integrations, such as for data validation, one other filter must be created. When a batch integration is scheduled, this filter pushes a trigger to the newly integrated form.

The filter to use as a template is KS_SRV_FormEventInstance_INTEGRATION_Sample.

NOTE: The Primary Form for this filter is KS_SRV_FormEventInstance

  1. Use "Save As" to create your own copy of this form by changing the end of the filter to the name of your integrated form. For example, KS_SRV_FormEventInstance_INTEGRATION_MyFormName.
  2. Change the Form Name in the Run If qualification to the form you are integrating to.
  3. Change the Form that is being pushed to in the Push Actions of the form that you are integrating to.

Example of the filter before changes:

batch filter Run If.JPG