You can add Product Areas and labels to feedback items and ideas to help you organize your data. Use Product Areas for top-level segmentation of your requests, and then add labels for a more granular and flexible view of your customer feedback.
Guidance
We recommend that you use broad names for your Product Areas that correspond to key, high-level locations in your application. Reserve labels for additional custom data, such as specific actions, features, revenue segments, themes, and trends.
For optimal data management and efficiency, we recommend the following:
- Assign a Product Area before adding labels.
- Use consistent terminology across Product Areas and labels.
- Be careful not to use multiple names for the same Product Areas and labels.
- Collaborate with a cross-functional group of people across your organization to agree on a list of Product Areas, labels, and label categories.
- Train your team of Listen Contributors and Managers. For information about Listen-specific permissions, see Roles and permissions.
Because labels are so flexible, there are additional best practices for labels specifically. For more information, see Organize Listen data with labels.
Product Areas
Each feedback item and idea in Listen can be assigned Product Areas. Product Areas are specific, tangible locations that represent core areas of your application. They're product-focused and allow you to filter feedback items and ideas by what part of the application they relate to. This is good for top-level segmentation of your feedback items and ideas, and so we recommend that you keep your Product Areas broad.
Product Areas in Listen are good for helping colleagues find the feedback items and ideas that are relevant to their teams. For example, you can create a custom view of feedback filtered by your Product Area for you and your team to come back to.
For more information, including instructions for creating Product Areas, see Product Areas.
Labels
Labels help you to group your data by categories such as teams, key themes, and so on based on your strategic goals. You can add multiple labels to a feedback item or idea. They can be as specific and tangible or broad and process-oriented as your organization needs them to be.
A label can be anything: a team, an initiative, a theme, data, and so on. This provides a flexible way of tracking and filtering feedback and ideas. For example, you might want to assign a feedback item to the Sales team by adding a label like "Needs action: Sales" and then capturing items with this label to a custom feedback view for Sales.
Assign Product Areas and labels
You can add Product Areas and labels to existing feedback items and ideas in Listen. You can also add a Product Area and labels to a feedback item during the feedback submission process.
- To add Product Areas for a feedback item or idea, select an existing Product Area from the dropdown menu or select + Create Product Area at the bottom of the menu. Each feedback item or idea can have only one Product Area assigned to it.
- To add labels, select the Labels field, ensuring that your selection is outside of any existing labels, and either choose an existing label from the dropdown menu or start typing to create a new one. Labels are grouped under category headings. For instructions on creating categories, see Label categories in Organize Listen data with labels.
Product Areas and labels that you create in Listen are visible for both feedback items and ideas.
Filter feedback and ideas by Product Areas and labels
Use the pick lists below the main filters in your feedback view or the Ideas list in Validate to filter the results by Product Areas and labels.
You can also edit the columns of your feedback views and Ideas list to order your feedback items and ideas by Product Areas and see associated labels without opening each one. Select the Manage columns icon in the top-right corner of the Feedback or Ideas table to choose and rearrange your columns.