Data Cloud Reference Guide
jSalesforce CRM: ConversationReason Mapping
These data mappings are for the ConversationReason DLO found in the Services bundle of
the Salesforce CRM Connector for Data Cloud.
Usage and Data Bundle
These mappings are used to power Service Intelligence visualizations of contact center performance metrics.
Bundle:
- Service Cloud
DLO to DMO Mapping
These data mappings relate to the Conversation Reason
object used with the CRM connector. You can add or customize the data mappings.
| DLO Field | DLO Field API Name | DLO Field Data Type | DMO | DMO Field Name |
|---|---|---|---|---|
| Average Duration in Seconds | AverageDurationSeconds__c | number | Conversation Reason | Average Duration in Seconds |
| Average Number of Turns | AverageDurationSeconds__cAverageNumOfTurns__c | number | Conversation Reason | Average Number of Turns |
| Conversation Reason Group ID | AverageDurationSeconds__cConversationReasonGroupId__c | text | Conversation Reason | Conversation Reason Category |
|
Conversation Reason ID Primary Key |
AverageDurationSeconds__cId__c | text | Conversation Reason | Conversation Reason ID |
| Conversation Reason Status | AverageDurationSeconds__cStatus__c | text | Conversation Reason | Conversation Reason Status Code |
| Einstein Score | AverageDurationSeconds__cEinsteinScore__c | number | Conversation Reason | Einstein Score |
| Frequency Percent | AverageDurationSeconds__c | number | Conversation Reason | Frequency Percent |
| Summary | AverageDurationSeconds__cSummary__c | text | Conversation Reason | Summary |
| Total Conversation Count | TotalConversationCount__c | text | Conversation Reason | Total Conversation Count |