In Teneo 6, metadata does not come anymore predefined, but can be set up with flexibility to your project’s needs. However, if you upgrade a solution from Teneo 5 to Teneo 6, the existing metadata definitions will also be imported as part of the migration process.
Please find in the following some common Metadata structures which could be helpful in new projects created in Teneo 6.
Issue Information:
This metadata is commonly used to record an issue the user raised. To create Issue Information metadata, first go to Globals > Metadata, and click “Add” on the top of the Metadata panel, then choose “Flow” to create a flow scope metadata. For more information about the scope of the Metadata, please click here.
After creating a new metadata, name it as “ISSUE_INFORMATION”. Please notice that there isn’t any naming restriction for metadata but as a best practice we suggest using a metadata name with upper case letters and underscores. Then change the Value Type to “Bundle”.
A bundle metadata should have sub-definitions. We suggest using the following sub-definitions. By the way this metadata does not need auto-logging, because some of the user inputs may neither raise a new issue nor close an existing issue.
“ID” stands for the id of the issue and has the type “Number”. It is optional because not every project uses a numeric recording system for issues.
“NAME” stands for the issue name and has the type “String”.
“CATEGORY” is a “Tree” type property, for example “phone_issue.screen_failure.not_responding”. It is optional because not every project uses a hierarchical issue tree.
“STATUS” is a “String” type property for recoding the status of the issue. Usually, we put three kinds of value in it: “Identified”, ”Completed” and “IdentifiedCompleted”. “Identified” stands for the identification of an issue and it is often attached to the starting node of a flow. “Completed” stands for the solution of an issue and it is often attached to the ending node of a flow. “IdentifiedCompleted” is used in simple FAQ flows where the issue is identified and solved in one node.
The following screenshot shows a flow that uses ISSUE_INFORMATION metadata to record an issue:
Feedback :
Feedback is another commonly used metadata. It records the feedback the user provides and usually works together with a user feedback flow. Similar with ISSUE_INFORMATION, the feedback metadata is a flow scope bundle metadata as well and consists of at least the following two properties without auto-logging:
“RATING” records the feedback rating the user provides. It could be a string if the expected value is “positive/negative” or a number if the expected value is a numeric score.
“REASON” records the reason why user gives the feedback rating. Usually, we only ask for reason when user has given negative feedback.
“COMMENT” stands for the comment or suggestion the user leaves.
The following screenshot shows a typical user feedback flow:
If you have any questions, please feel free to raise them here. We are very glad to provide you any help you need.