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    Blessing Matore
    Map entity instances to service cloud fields?
    Topic posted May 16, 2017 by Blessing MatoreBlue Ribbon: 750+ Points 
    174 Views, 7 Comments
    Map entity instances to service cloud fields?

    Hi, wondering if someone can point me in the right direction.

    I have an interview that lets users choose 2 options that have 3 fields (a, b and c) then (A1, b1 and c1) and I have mapped these to fields in service cloud. There is a need for the users to now choose up to 5 options so I created an entity (options) that lets users add up to 5 options. How do I map these entity instances (options) to service cloud?

    Service Cloud, OPA



    • Simon Kilgarriff


      I'm only a basic OPA user so limited knowledge on that side and I'm trying to learn the data mapping stuff.  Since you haven't had a response here is my two cents worth though.

      From what you say though you want to map those entity instances to service cloud but they are a different entity.   I can see two possible options which you could investigate:

      1)  Create a custom object (effectively a custom table) in service cloud with a relationship with your primary object (contacts, incidents etc).   Add the fields in the object for the option.   then each row in the custom object would be an option.

      2) If OPA won't map to a custom object then maybe look at using the tasks table instead.  A lot of people use the tasks table for other purposes and you can create custom task fields to hold the data for your options.   Then you would have up to 5 tasks associated to the primary object (contact, incident....).   The benefit of tasks is that they have their own business rules and i know for a fact you can map in OPA.


      Does that help at all?

      Perhaps someone with greater OPA experience can suggest more.




    • Davin Fifield

      Yes, OPA can map to custom objects in Service Cloud. Each entity instance is loaded from or saved to a single row in your Custom Object table. But, if what you want is to let the user pick from a list of 5 options, you could instead create a custom menu in Service Cloud, which will automatically sync over to OPA so you can show it as a list of options on an interview Screen.

      If you are able to share more details about your specific use case, the community might be able to give you guidance that gets you further down the path!

    • Blessing Matore

      Thanks, will try both options and let you know how I go.

    • Agnieszka Osiadacz

      I have a similar issue but the challenge is that users need to be able to select multiple values from the list, so the normal custom field list in OSC won't work here, as it will only hold one value.

      To give you some context: 

      We have a set list of evidence that can be added to support allegations during Disciplinary meeting, e.g. screen shot from a phone, witness statement, security camera recording etc.
      When managers submit an online form they should be able to select one, two or all evidence types. 
      All the selected evidence then needs to populate one field in OSC (which then will  populate a field in Whitemail letter to be sent to the employee invited to the Disciplinary meeting)
      What would you recommend to enable them to do this?


    • Fiona Guy

      OPA lists are single-select only too but you can create multi-select lists yourself. To do so:

      1 - Create a Boolean attribute for each evidence type (evidence type A is selected) then

      2 - Add all the Boolean attributes to your screen and then

      3 - Use Interview extensions to render those as a multi-select list.

      Each evidence type then has its own attribute so you can either map each to its own custom field in OSC or use the concatenate function in OPA to combine the values together into a single field.

      Hope that helps.



    • Blessing Matore


      Sorry took a while to update this. So for this particular use case, we ended up going with 5 custom field sets, with an 'add another option' button on the interview with a max of 5. The other 'cleaner' way to do this is just creating a custom object as mentioned by Davin and allow users to add as many instances as needed till the set limit. The choice here depends on how you plan to use the data in OSvC. Creating the 5 fieldsets is the easy and manual way to do it and makes report presentation and merge fields for mailings easy, the cost being a lot of fields.

      Have since used custom objects and instances in different interviews. Will update this interview in its next release to use CO + instances. 




    • Blessing Matore

      Hi Agnieszka,

      Just adding to what Fiona has suggested. What I did with a similar requirement was create boolean fields in OSvC and set them to default 'no'.  Create boolean fields for each evidence type in OPA and map the fields. You can then create a list box (allow multiple selections) in OSvC and use workspace rules to display the selected options.