Trustpilot

• Introduction
• List View
• Record View
• Record View Layout & Fields
• Header Section
• Buttons
• Additional Buttons
• INFO Section
• REVIEW Section
• INFORMATION REQUESTED Section
• REPLY Section
• SHOW MORE Section

Introduction

TrustPilot Reviews module is a new module added to Sugar and is available from the Main menu.

The new custom module lists all reviews from your TrustPilot account. The module can be customised via Sugar Studio and can be controlled via Sugar Role Management in which ACL rules can be applied to the module. The module can be used in process definitions, reports etc.

List View

All the records are available and visible in list view. To access the list view, simply click on the Trustpilot Reviews module tab. While list views only show key fields, you can click the record's name to open the record view and access additional details. The list view includes a search to help easily locate records.

Users have the ability to sort all of the current search results by a field column in either ascending or descending order.

Searching by related Order id.

Record View

This module stores and manages reviews from Trustpilot within Sugar. Each record represents a single Trustpilot review and can be linked to Sugar modules, i.e. contacts, opportunities, orders etc, allowing CRM users to track and manage customer feedback directly within the CRM system.

Example of record view:

Record View Layout & Fields

Header Section

• Name: The top of the record shows the reviewer's name and the title of review. In this case, the name is Marko Vucak - 4 star. This combines the reviewer's name and the title of the review for easy reference. Name can be changed and adjusted by need.

Buttons

• Send Review Button:
• Allow users to manually send invitation for review to specific customer

• Visible only when status is New

• Get Review Button:

• Allows users to manually pull the review details from Trustpilot.

• Visible only when status is Sent (invitation was successfully sent to customer) and there is no review already pulled

• Update Review Button:

• Allows users to manually pull the review details from Trustpilot (same as above button but once review is pulled in system button is renamed to Update).

• Visible always when there is review pulled in system

• Request Information Button:

• Allows users to request additional information for review from customer

• Visible only if review is generic (created directly on TrustPilot webpage without invitation)

• Reply To Review Button:

• Allows users to send reply for review

• Visible only if there is review

• Edit Button: Opens the record in edit mode for modification.

Note that Buttons visibility depends of status and record data, below are some examples of buttons.

Additional Buttons

Additional buttons are visible on dropdown next to Edit button and most of them are Sugar out of box buttons. Only custom button here is Get Tags button.

• Get Tags Button:
• Allow users to manually pull tags from Trustpilot for this review
• It works only if there is review pulled to Sugar as it requires Review ID
• It will update record and sync tags from Trustpilot and Sugar.

INFO Section

This section provides detailed information about the review and its related CRM data.

• Status: Displays the current status of the review. Following statuses are available:
• New - new record created
• Error - if there is error with API
• Sent - invitation was sent to customer
• Received - review was done and pulled to SugarCRM
• Requested Information - additional information was requested for customer
• Information Received - additional information received
• Replied - reply to review was sent

• Deleted - Trustpilot record was deleted on Trustpilot webpage

• Parent Record/Related Record: record related to review

• Send Type: Type of contact to whom the Trustpilot invitation will be sent.

• Parent Record
• if parent record is selected user needs to specify Send Name Field and Send Email Field from Parent record. Once invitation is sent it will use those fields to retrieve values from Parent Record and populate Send To and Email Address field.

• Contact
• user needs to select contact record from system, contact’s full name and primary email address will be used to send invitation

• Non-Contact
• user needs to enter Send To and Email Address and invitation will be sent directly to that email address

• Related Contact: Related contact record of reviewer that invitation will be sent to (visibility depends of Send Type)

• Send To: Name of reviewer that invitation will be sent to (visibility depends of Send Type)

• Email Address: Email address of the reviewer that invitation will be sent to (visibility depends of Send Type)

• Send Name Field: Name of reviewer that invitation will be sent to on parent record (visibility depends of Send Type)

• Send Email Field: Email of reviewer that invitation will be sent to on parent record (visibility depends of Send Type)

• Template ID: Field to track the template used for invitation, this template is defined in your Trustpilot account and pulled to system.

• Has Error?: If there was error in Trustpilot Api this flag will be set to true.

• Info Message: Displays additional information about last Trustpilot action, i.e. information of error or success

• Date Invitation Sent: Field to track the date when an invitation was sent

• Reference Type: describes logic used for generating Reference id

• Parent Record Field
• reference id will be taken from specified field from parent record

• Trustpilot Reviews Record Field
• reference id will be taken from specified field from Trustpilot Reviews record

NOTE: Reference type is only relevant for records that were sent from Sugar as it describes how reference id was created.

• Reference ID: reference id from Trustpilot, it depends of Reference type

• Tags: Custom tags for categorising or organising reviews.

NOTE: tags can be only added when there is review. They can be retrieved from TP by using Get/Update Review button or just Get Tags button. Tags can be enter manually here, or deleted, and once record is saved they will be sent to Trustpilot and will be added/removed from review.

REVIEW Section

This section contains details of the Trustpilot review itself.

• Review Title: Title of the review
• Review Text: The content of the review
• TP Review ID: A unique ID associated with this review in Trustpilot
• Trustpilot Review Link: A clickable URL that directs the user to the full review on Trustpilot
• Review Created Date: The timestamp when the review was created
• Review Updated Date: The timestamp when the review was updated
• Number of Likes: Displays the number of likes the review has received
• Is Organic?: A checkbox indicating whether the review was organically submitted.
• Score: Displays the review score.
• Is Verified?: A checkbox indicating if the review is verified by Trustpilot
• Consumer ID: The unique ID of the reviewer
• Consumer Display Name: The reviewer's display name
• Consumer # of reviews: Number of reviews that reviewer done on Trustpilot
• Consumer URL: Link to reviewer’s page on Trustpilot where all of his reviews are shown

NOTE: Organic reviews are one created without invitation.

INFORMATION REQUESTED Section

This section tracks additional information requested from the customer, potentially to validate or clarify review details.

• Date Information Requested: Timestamp of when the information was first requested from the customer.
• Date Information Received: The timestamp when the requested information was provided
• Requested Info Status: Status of the request. in example it’s marked as Complete, indicating that the customer responded to the information request.
• Requested Info Email: Email address provided by reviewer during the information request process,
• Requested Info Phone: Phone number provided by reviewer during the information request process,
• Requested Info Reference ID: Reference ID provided by reviewer during the information request process
• Requested Info Name: The name provided by the customer during the information request process

REPLY Section

This section contains the response sent to the review

• Reply: reply content
• Date Reply Sent: Timestamp of when the reply was sent

SHOW MORE Section

Additional meta information about the review record.

• Assigned to: This section shows user the record is assigned to
• Description: Space for further details or notes regarding the review
• Teams: The review is assigned to the Global (Primary) team, allowing global access to this record
• Date Modified: The last time the record was modified
• Date Created: The date the record was first created