Salesforce CRM: ConversationReason Mapping

These data mappings are for the ConversationReason DLO found in the Services bundle of the Salesforce CRM Connector for Data Cloud.

These mappings are used to power Service Intelligence visualizations of contact center performance metrics.

Bundle:

  • Service Cloud

These data mappings relate to the Conversation Reason object used with the CRM connector. You can add or customize the data mappings.

DLO FieldDLO Field API NameDLO Field Data TypeDMODMO Field Name
Average Duration in SecondsAverageDurationSeconds__cnumberConversation ReasonAverage Duration in Seconds
Average Number of TurnsAverageNumOfTurns__cnumberConversation ReasonAverage Number of Turns
Conversation Reason Group IDConversationReasonGroupId__ctextConversation ReasonConversation Reason Category
Conversation Reason IDPrimary KeyId__ctextConversation ReasonConversation Reason ID
Conversation Reason StatusStatus__ctextConversation ReasonConversation Reason Status Code
Einstein ScoreEinsteinScore__cnumberConversation ReasonEinstein Score
Frequency PercentFrequencyPercent__cnumberConversation ReasonFrequency Percent
SummarySummary__ctextConversation ReasonSummary
Total Conversation CountTotalConversationCount__ctextConversation ReasonTotal Conversation Count