工作区分析中的 CRM 数据CRM data in Workplace Analytics

你现在可以将公司的客户关系管理 (CRM) 数据上传到工作区分析。You can now upload your company's Customer Relationship Management (CRM) data into Workplace Analytics. 来自 Salesforce 或 Dynamics CRM 的数据通常包括客户帐户信息、销售记录、采购历史记录、服务历史记录、客户请求和产品查询。Data from Salesforce or Dynamics CRM typically includes customer account information, sales records, purchasing history, service history, customer requests, and product inquiries.

工作区分析可以将 CRM 数据与组织 (HR) 和 Office 365 数据结合起来,以便在工作区分析查询中进行更高级的协作和工作效率分析。Workplace Analytics can combine your CRM data with your organizational (HR) and Office 365 data for more advanced collaboration and productivity analysis in Workplace Analytics queries. 若要进行最完整的分析,工作区分析需要以下 CRM 数据:For the most complete analysis, Workplace Analytics requires the following CRM data:

  • 客户帐户Customer accounts
  • 客户联系人Customer contacts
  • 卖家分配Seller assignments

您可以使用此数据来帮助分析客户历史记录,以维护和改进与现有客户的业务关系,并推动新客户的销售增长。You can use this data to help analyze customer history to maintain and improve business relationships with existing customers and drive sales growth with new customers.

导入任务Import tasks

第一次打开 CRM 数据页时,将提示您启动新的上载。The first time you open the CRM data page, it’ll prompt you to start a new upload.

第一次 CRM 数据上载

在第一次上载 CRM 帐户和联系人数据之后,CRM 数据页将显示 "数据上载" 的列表,如下所示。After your first upload of CRM accounts and contacts data, the CRM data page will show a list of “Data uploads,” as follows.

CRM 数据上载

确定所需的数据Decide what data you need

与其他组织数据类似,了解需要上载哪些 CRM 数据才能在工作区分析中进行更全面的分析,这一点非常重要。Similar to other organizational data, it’s important to know what CRM data you need to upload for more complete analysis in Workplace Analytics. 与工作区分析共享的数据越多,您将能够获取的更深入、高级的分析。The more data you share with Workplace Analytics, the more in-depth, advanced analysis you’ll be able to get.

在将数据导出到工作区分析并将其上载到工作区分析时,您可以选择以何种方式(例如任何敏感信息或私有信息的哈希版本或通过排除它,如有必要)来获取哪些数据上载。When exporting and uploading the data into Workplace Analytics, you can choose what data gets uploaded in what way, such as hashed versions of any sensitive or private information or by excluding it, if necessary.

CRM 数据示例包括:客户帐户历史记录、联系人信息和卖家工作分配。Examples of CRM data include: customer account history, contact information, and seller assignments. 工作区分析需要单个级别的此类数据,这意味着这些属性将为数据集中的每个帐户或联系人提供上下文。Workplace Analytics requires this data at the individual level, which means that these attributes provide context to each account or contact in the dataset.

您可以使用此数据分析内部销售组织与他们所管理的销售帐户和联系人的销售协作以及其他性能结果数据。You can use this data to analyze sales collaboration between your internal sales organization and the sales accounts and contacts that they manage and other performance outcome data.

最好将所有帐户和联系人包含为数据上载的一部分,即使您计划仅收集数据中的子组或特定目标群体的数据也是如此。It's best to include all accounts and contacts as part of your data upload, even if you plan to gather data for only a subgroup or specific target population within the data.

例如,如果要创建报告以在工作区分析中显示销售人员的卖家工作分配或联系人,则需要为帐户、联系人和分配上载文件。For example, if you want to create reports to show the seller assignments or contacts for your salespeople in Workplace Analytics, you'll need to upload files for accounts, contacts, and assignments.

准备 CRM 源数据Prepare the CRM source data

在确定要上载的 CRM 数据之后,需要将其导出到工作区分析所需的正确格式。After you’ve identified what CRM data you want to upload, you need to export it into the correct format required by Workplace Analytics. 若要帮助准备源数据,请下载并使用工作区分析中的 上载起始 页上提供的模板,其中包括说明、所需的和保留的属性标题以及示例数据。To help prepare the source data, download and use the template provided on the Upload Start page in Workplace Analytics, which includes instructions, the required and reserved attribute headings, and example data. 您必须先将 CRM 数据文件作为 CSV utf-8 文件保存在 Excel 中,然后才能将它们上载到工作区分析中。You must save your CRM data files as CSV UTF-8 files in Excel before you can upload them into Workplace Analytics.

CRM 数据模板

对于上载的 CRM 数据中的属性值,有效阈值由工作区分析预先确定。The validity thresholds are predetermined by Workplace Analytics for the attribute values in the uploaded CRM data. 这些是必须具有非 null 值的上载文件中的行的百分比,属性的 (不) 空值。These are the percentage of rows in the upload file that must have non-null values (no blanks) for the attribute. 即使某些行缺少某些列的值,源文件仍可能仍然有效。The source file might still be valid even if some rows have missing values for some columns. 必需的属性设置为100%,这意味着文件中的这些列的每一行都必须有非 null 值。The required attributes are set at 100%, which means every row must have non-null values for these columns in the file. 此设置不用于检查或允许输入无效值。This setting is not intended to check or allow for invalid values. 一个无效的值,例如不正确的数据类型、电子邮件地址或时区字符串将导致文件上传失败。A single invalid value, such as an incorrect data type, email address, or TimeZone string will cause the file upload to fail.

必需属性和保留属性Required and reserved attributes

若要从工作区分析中获取完整功能,您需要在每个 CRM 上载中包括以下 必需属性 (第一和后续) 。To get full functionality from Workplace Analytics, you’ll need to include the following Required attributes in each CRM upload (first and subsequent). (可选)还可以包括 保留自定义 属性,这些属性可帮助筛选和分组数据,以便在工作区分析中进行更深入的分析。Optionally, you can also include Reserved and Custom attributes that can help filter and group data for more in-depth analysis in Workplace Analytics.

以下 必需属性 必须与 .csv 上载中 (区分大小写) 的确切列标题相匹配:The following Required attributes must match the exact column headings (case sensitive) in the .csv upload:

CSV 中的源列Source column in CSV 必需属性Required attribute 数据类型Data type
帐户数据Accounts data
帐户 ID 或编号Account ID or Number AccountIdAccountId StringString
帐户名Account Name AccountNameAccountName StringString
生效日期Effective Date AccountsStartDateAccountsStartDate DateDate
联系人数据Contacts data
帐户 ID 或编号Account ID or Number ContactsAccountIdContactsAccountId StringString
联系人 ID 或编号Contact ID or Number ContactIdContactId StringString
电子邮件Email ContactEmailContactEmail 电子邮件Email
生效日期Effective Date ContactsStartDateContactsStartDate DateDate
卖家工作分配数据Seller assignments data
Account NumberAccount Number SellerAssignmentAccountIdSellerAssignmentAccountId StringString
生效日期Effective Date SellerAssignmentStartDateSellerAssignmentStartDate DateDate
帐户所有者Account Owner SellerEmailSellerEmail 电子邮件Email

以下是可选择在上载中包括的 保留属性 的示例列表。The following is a sample list of Reserved attributes that you can optionally include in the upload.

CSV 中的源列Source column in CSV 可选属性Optional attribute 数据类型Data type
帐户数据Accounts data
帐户所有者电子邮件Account Owner Email AccountOwnerEmailAccountOwnerEmail 电子邮件Email
父帐户Parent Account ParentAccountNameParentAccountName StringString
父帐户 IDParent Account ID ParentAccountIdParentAccountId StringString
关系类型Relationship Type AccountTypeAccountType StringString
行业Industry AccountIndustryAccountIndustry StringString
年收入Annual Revenue AccountAnnualRevenueAccountAnnualRevenue 双精度Double
网站Website AccountWebsiteAccountWebsite StringString
帐户创建日期或创建日期Account Created Date or Created On AccountCreatedDateAccountCreatedDate DateDate
帐户的上次修改日期或修改时间Account Last Modified Date or Modified On AccountLastModifiedDateAccountLastModifiedDate DateDate
营业Revenue AccountRevenueAccountRevenue 双精度Double
联系人数据Contacts data
名字First Name ContactFirstNameContactFirstName StringString
姓氏Last Name ContactLastNameContactLastName StringString
商务电话Business Phone ContactPhoneContactPhone 数字Number
职务Job Title ContactTitleContactTitle StringString
卖家工作分配数据Seller assignments data
RoleRole SellerStandardTitleSellerStandardTitle StringString
区域Region SellerRegionSellerRegion StringString

Note

  • 字段值不能包含逗号或其他特殊字符。Field values cannot contain commas or other special characters.
  • 所有日期值都必须采用 MM/DD/YYYY 格式。All Date values must be in the MM/DD/YYYY format.
  • 数字字段 (例如 "收入" ) 必须为 "数字" 格式,且不能包含逗号或美元符号。Numerical fields (such as "Revenue") must be in the "number" format and cannot contain commas or a dollar sign. 有关更多详细信息,请参阅 仅使用有效的值和格式For more details, see Use only valid values and formats.

AccountsStartDate是帮助捕获 CRM 数据的历史快照所必需的。The AccountsStartDate is required to help capture a historical snapshot of your CRM data. 这些帮助可确保跨越时间范围的分析的准确性,在 CRM 系统中发生更改的时间帧。These help ensure accuracy of analyses that span the time frames in which changes can occur in your CRM system. 例如,在您的 CRM 系统中,请考虑具有 AccountName "Contoso" 和 AccountID 为 "123" 的帐户,该帐户是在 01-2019 上创建的,而名称在系统上的 01-2019 中更改为 "Contoso Corp"。For example, in your CRM system, consider an Account with AccountName “Contoso” and AccountID “123” which is created on 01-Jan-2019 and the name is changed to “Contoso Corp” in the system on 01-April-2019. 此更改将显示为具有新 AccountsStartDate 和 AccountName 的新记录。This change will show as a new record with the new AccountsStartDate and AccountName. 例如:For example:

AccountIDAccountID AccountNameAccountName AccountsStartDateAccountsStartDate AccountIndustryAccountIndustry
123123 ContosoContoso 01/01/202001/01/2020 软件技术Software tech
123123 Contoso CorpContoso Corp 04/01/201904/01/2019 软件技术Software tech

假设外部协作者与此帐户的联系人相匹配。Let’s say an external collaborator is matched as a contact for this account. 涉及该联系人的任何分析(在 01-2019 之前的时间范围内执行)都将使用第一条记录和一组属性值 (其中 AccountsStartDate = "01-2019" ) 。Any analysis involving that contact which is performed on a time frame prior to 01-Apr-2019 would use the first record and set of attribute values (where AccountsStartDate = “01-Jan-2019”). 对2019年4月1日之后的时间范围进行任何分析,这将使用第二条记录和一组属性值,其中 AccountsStartDate = "01-2019"。Any analysis for a time frame that is after 01-Apr-2019, which would use the second record and set of attribute values, where AccountsStartDate = “01-Apr-2019”.

Note

如果只提供了一个 AccountsStartDate ,则所有关联的属性值 (例如,以下) 示例的 AccountID、AccountName 和 AccountIndustry 值将用于在任意时间段执行的分析。If only one AccountsStartDate is provided, all associated attribute values (such as AccountID, AccountName, and AccountIndustry values for the following example) are used for analysis performed over any time frame.

AccountIDAccountID AccountNameAccountName AccountsStartDateAccountsStartDate AccountIndustryAccountIndustry
123123 ContosoContoso 01/01/202001/01/2020 软件技术Software tech

自定义属性Custom attributes

CRM 上载中的自定义属性默认情况下不会映射到任何必需或保留的属性。Custom attributes in the CRM upload are not mapped by default to any Required or Reserved attributes. 可以在工作区分析中包含具有自定义属性名称和数据类型的 CRM 上载中的这些可选属性。You can include these optional attributes in the CRM upload with custom attribute names and data types in Workplace Analytics.

如果任何自定义域可以映射到 Workplace Analytics system 属性 (必需或保留) ,则可以修改此部分中的映射。If any of the Custom fields can be mapped to Workplace Analytics system attributes (Required or Reserved), you can modify the mapping for those in this section.

CRM 数据自定义属性

CRM 数据规则CRM data rules

确认这些文件中的 CRM 列名和字段值遵循在创建组织 (HR) 数据上载文件(如不包含空格、逗号、美元符号或列名称中的其他特殊字符)时所应用的相同规则。Confirm the CRM column names and field values in the files follow the same rules you applied when creating the Organizational (HR) data upload file, such as no spaces, commas, dollar signs, or other special characters in the column names.

有关规则的完整列表,请参阅 属性注释和建议 ,并 仅使用有效的值和格式For a complete list of rules, see Attribute notes and recommendations and Use only valid values and formats.

常见上载问题的提示Tips for common upload issues

  • 对于所有必需的属性,上传必须具有 100% 的覆盖范围 ,这意味着每个行都必须具有这些属性的有效值,否则验证将失败。The upload must have 100 percent coverage for all required attributes, which means every row must have valid values for these attributes or the validation will fail. 为确保这一点:To ensure this:

    • 仅将行导出到对所需属性列具有非 null 值的 .csv 文件中,例如 AccountID。Only export rows to the .csv file that have non-null values for the required attribute columns, such as AccountID.
    • 对于 "日期" 字段,请使用 .csv 文件中的函数将值为空或 null 的所有行设置为 "今天的日期"。For Date fields, use functions in the .csv file to set all rows that have empty or null values to "Today's date."
  • ContactID 必须是唯一的,这通常是一个 GUID,并且必须不同于 ContactEmail。The ContactID must be unique, which is usually a GUID and must be different from the ContactEmail.

  • AccountID 和 AccountName 通常在域级别进行管理,但是上载需要尽可能低的帐户级别进行分析。AccountID and AccountName are typically managed at a domain level, however the upload needs the lowest possible Account level for analysis. 您始终可以添加父字段,以在 .csv 文件中对这些字段进行分组。You can always add Parent fields to group these fields in the .csv file. 例如,AccountContinent 按洲对帐户进行分组。For example, AccountContinent to group accounts by continent.

  • 确认所有的电子邮件字段都有有效的电子邮件地址,而不是别名 (,如 abc@contoso.com,而不只是 "abc" ) 。Confirm all email fields have a valid email address, not an alias (such as abc@contoso.com, not just "abc"). 使用文件中的函数检查和删除电子邮件字段中的特殊字符和空格。Use functions in the file to check and remove special characters and spaces from the email fields.

  • "自定义" 或 "保留的字符串" 字段 (例如,"Redmond,WA" ) 可以包含逗号,这在 .csv 文件中等于新列。Custom or reserved string fields (for example, "Redmond, WA") can have commas, which in a .csv file equals a new column. 若要防止逗号被误认为域分隔符,请将这些文本字符串设置为在 .csv 文件中换行。To prevent commas from being mistaken as field separators, set these text strings to wrap in the .csv file.

  • 确认在 .csv 文件中始终对双引号或单引号的实例进行配对。Confirm that instances of double quotes or single quotes are always pairs in the .csv file. 如果不是,将导致系统将数据 misinterpreting 为缺少的列。If not, will lead to the system misinterpreting the data as missing columns.

  • 在开始上载过程之前,请确认上载文件已保存为 UTF-8 编码的 .csv 文件,并且关闭 (不在其他应用) 中打开。Before starting the upload process, confirm the upload file is saved as a UTF-8 encoded .csv file and is closed (not open in another app).

  • 请参阅 通用格式和 MIME 类型的逗号分隔值 (CSV) ,以获取行业定义的格式要求的完整列表。See Common Format and MIME Type for Comma-Separated Values (CSV) for a complete list of format requirements as defined by the industry.

上载、验证和处理 CRM 数据Upload, validate, and process the CRM data

  1. 在 "设置 > " "上载 > CRM 数据" 中,选择 "新建上载"。In Settings > Upload > CRM data, select New upload.

  2. 下载并使用 " 提示 " 部分提供的模板。Download and use the template provided in the Tips section.

  3. 在 " 数据源 " 部分中,选择用于上载的适用源,如 " Salesforce " 或 " Dynamics CRM"。In the Data source section, select the applicable source for the upload, such as Salesforce or Dynamics CRM.

  4. 在 " 数据类型 " 部分中,选择要上载的 CRM 数据的类型。In the Data type section, select the type of CRM data you want to upload. 您一次只能上载下列类型的数据文件之一。You can only upload one of the following types of data files at a time. 但是,您可以等到上载所有需要的文件,然后再提交用于验证的数据,这是更高的时间。However, you can wait until you’ve uploaded all the files you need, before submitting the data for validation, which is more time efficient.

    • 帐户Accounts
    • 联系人Contacts
    • 卖家分配Seller assignments

    Tip

    对于第一次上载,将其限制为仅限帐户和联系人。For the first upload, limit it to Accounts and Contacts only. 卖家工作分配增加了较高的验证复杂程度。Seller assignments adds a higher level of complexity for validation.

  5. 在 " 选择文件 " 部分中,选择与上一步中选择的数据类型相对应的源 ( .csv) 文件。In the Select file section, select the source (.csv) file that corresponds with the data type selected in the previous step. 您可以选择 " 下载 .csv 模板 " 以帮助满足文件要求。You can select Download a .csv template to help with file requirements.

  6. 选择 " 更多选项 " 将默认的 append 选项更改为删除和添加新选项:Select More options to change the default append option to the delete and add new option:

    • 若要保留之前上载的数据,并以新数据增量追加它,请保留默认选择 追加新记录To preserve previously uploaded data and incrementally append it with new data, keep the default selection of Append new records.
    • 若要删除现有数据并将其替换为新数据,请选择 " 删除所有旧记录" 和 "添加新记录"。To remove and replace existing data with this new data, select Delete all old records and add new records.
  7. 在 " 创建上载名称 " 部分,键入您的上载的名称和说明,然后选择 " 下一步"。In the Create an upload name section, type a name and a description for your upload, and then select Next.

  8. 在 " 系统字段 " 部分,确认或更改以下项:In the System fields section, confirm or change the following:

    • CSV 的 "源" 列中,选择与已上载 .csv 文件中每个字段的 "工作区分析" 属性列中的名称相对应的适用字段名称。In Source column of CSV, select the applicable field name that corresponds with the name in the Workplace Analytics attribute column for each of the fields in the uploaded .csv files.
    • 在 " 数据类型" 中,确认文件中的数据与指定的数据类型相匹配。In Data type, confirm the data in the file matches the specified data type. 例如,帐户所有者电子邮件值必须是上载文件中此列的每一行中的有效电子邮件。For example, the Account Owner Email value must be a valid email in each row for this column in the upload file. 这些字段在此页上是只读的。These fields are read-only on this page.
    • 在 " 报告选项" 中,可以将此设置更改为 "可选" 或 "自定义" 属性的下列设置之一。In Report options, you can change this setting to one of the following only for optional or custom attributes. 对于必需的属性,此设置为只读。This setting is read-only for the required attributes.
      • 包含在报告中 包括由查询生成的报告中的数据。Include in report includes the data in reports generated by queries.
      • 从报告中排除 从查询生成的报告中排除数据。Exclude from report excludes data from reports that are generated by queries.
      • Report 中的哈希 包括在查询生成的报告中已取消识别或哈希版本的数据。Hash in report includes de-identified or a hashed version of the data in reports generated by queries.
    • 在 " 上载的文件的第一行" 中,可以使用此只读列确认字段映射是否正确,其中显示了用于 Salesforce 和 Dynamics CRM 的文件中的第一行数据的示例值。In First row from uploaded file, you can confirm the field mapping is correct with this read-only column, which shows example values of the first row of data in the file for both Salesforce and Dynamics CRM.
  9. 在 " **自定义域 (可选) ** " 部分中,您可以在 " 系统字段 " 部分添加 "工作区分析无法为您映射" 的任何其他自定义字段,然后相应地映射适用的列和其他选项。In the Custom fields (optional) section, you can add any additional custom fields that Workplace Analytics was not able to map for you in the System fields section, and then map the applicable columns and other options accordingly.

  10. 选择“下一步”。Select Next.

  11. 在 "摘要" 页上,确认文件详细信息,然后选择 " 提交"。On the summary page, confirm the file details, and then select Submit.

  12. 新上传将在 " 数据上载 " 部分中列出,状态为 " 正在验证",这可能需要几分钟时间。The new upload will be listed in the Data Uploads section with a status of Validating, which might take a few minutes.

  13. 当状态更改为 "已验证" 时,可以进行处理When the status changes to Validated, Ready to process:

    • 如果要上载的 CRM 文件更多,请选择 " 上传 " 并返回到步骤2,然后重复这些步骤,直到您上载所有适用的 CRM 文件。If you have more CRM files to upload, select Upload and go back to Step 2 and repeat these steps until you’ve uploaded all applicable CRM files.
    • 验证所有适用的 CRM 文件后,选择 "启用处理 " 以保存数据并使其在工作区分析中进行处理。After all applicable CRM files are validated, select Turn on processing to save the data and get it processed in Workplace Analytics.

    处理 CRM 数据

  14. 您可能会在 CRM 数据页面上看到的其他状态和选项:Other possible statuses and options you might see on the CRM data page:

    • 处理-此状态表示数据已成功保存。Processed - this status means the data was successfully saved.

    • 验证失败 -此状态表示上载的文件不符合工作区分析的验证要求。Validation failed - this status means the uploaded file does not meet the validation requirements of Workplace Analytics. 验证将失败,原因如下:Validation will fail for the following reasons:

      • 上载文件的编码不正确。Incorrect encoding of the uploaded file. 上载必须使用 UTF-8 编码。The upload must use UTF-8 encoding.
      • 未满足范围要求,例如,上载文件中的 ((例如 AccountId) )包含一个或多个具有空值或 null 值的记录。Coverage requirement not being met, such as a mandatory field (such as AccountId) in the upload file has one or more records with empty or null values. 必填字段不能包含空值或 null 值。Mandatory fields cannot have empty or null values.
      • 电子邮件格式错误,其中电子邮件地址字段的电子邮件格式无效 (有效的电子邮件为 username@coname.com) 。Incorrect email format where an email address field has one or more records with an invalid email format (a valid email is username@coname.com).
    • 处理失败 -此状态表示由于错误而无法保存或处理数据。Processing failed - this status means the data could not be saved or processed due to an error.

    • 放弃-此状态表示您尝试上载相同数据类型的文件 (例如,在第一次上载过程完成之前,帐户) 两次或更多次。Abandoned - this status means you tried to upload a file of the same data type (such as accounts) two or more times before the processing completed on the first upload. 发生这种情况时,Workplace Analytics 将放弃之前的上载,并将尝试验证相同数据类型的上次上载。When this occurs, Workplace Analytics will abandon the previous uploads and will try to validate the last upload of the same data type.

    • 下载日志 -选择以查看导致失败的问题的详细列表。Download log - select to see a detailed list of issues that caused the failure.

    • 映射 –选择此字段可查看字段映射。Mapping – select to see the field mappings . 如果设置不正确,则需要在 .csv 文件中更正它们,并使用新文件重复上传步骤。If they’re not set correctly, you’ll need to correct them in the .csv file and repeat the upload steps with the new file.

    • 创建的记录 –在文件的状态更改为 "已处理" 之后,您可以选择此字段以查看使用上载创建的新记录数。Records created – after a file’s status changes to Processed, you can select this to see the number of new records that were created with the upload.