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Understanding Projects & Folders

Learn how to organize Survey, Dashboard, and Scoreboard Projects using Folders and role-based permissions in the Loop Experience Platform by Benbria.

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Written by Arutyun Airapetyan

Overview

Projects and Folders serve as the core organizational and governance structure within the Loop Experience Platform by Benbria. Projects allow teams to build feedback mechanisms, visualize operational analytics, and stream real-time performance metrics, while Folders provide a secure hierarchy to group assets and control user access across physical locations, touchpoints, and organizational roles. This overview explains the primary project types available in Loop CXM and Loop EXM, how folders function, and how administrators and managers can effectively organize and share these assets.

Target Audience & Prerequisites

  • Primary Audience: Platform Administrators, Location Managers, and Benbria Internal Staff.

  • Prerequisites & Permissions:

    • Account Administrators: Full access to create, edit, delete, move, and configure sharing permissions for all projects and folders across the organization.

    • Location Managers: Access to view, manage, or create projects and folders assigned to their specific physical locations or business units.

Core Concepts & Technical Details

1. Types of Projects

The platform offers three distinct project types designed to handle different stages of the experience management lifecycle:

  • Survey Projects (Loop CXM & EXM):

    • Design, deploy, and manage feedback forms across online and offline touchpoints (e.g., QR codes, kiosks, web links, email).

    • Measure core metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and 5-Star scales.

    • Configure Survey Actions to automatically generate support tickets, send email alerts, or trigger third-party webhooks when specific conditions are met.

    • Build step-by-step Action Plans with focus areas, assignees, and target completion dates to drive operational improvement.

  • Dashboard Projects (Loop Insights / CXM):

    • Aggregate real-time experience data from surveys, messaging channels, and tickets into customized visual reports.

    • Utilize specialized visualizations including Heat Maps, line charts, donut graphs, and dedicated CX score panels.

    • Drill down into specific data points to identify underlying drivers or schedule automated daily, weekly, or monthly email digests.

  • Scoreboard Projects (Loop EXM):

    • Gamify frontline execution by streaming live operational metrics to physical TV screens, tablets, or shared monitor displays.

    • Align staff on daily goals such as cleanliness, speed of service, and service quality in real time.

2. Folders & Asset Governance

Folders provide structure to keep your workspace organized and ensure strict data governance:

  • Folder Hierarchy: Group related survey projects, dashboard reports, and scoreboards by department (e.g., Front Desk, Dining Services), location, or operational program.

  • Granular Access Control: Restrict view or edit capabilities for specific folders and projects based on assigned user roles and site hierarchies configured in Admin / Settings.

  • Shared vs. Private Views: Create shared organizational folders for location-wide reporting or maintain private workspace folders for drafting and testing projects prior to rollout.

Configuration & Management Guidelines

Step 1: Navigating to Projects & Folders

  1. Log in to the Loop Experience Platform.

  2. From the main left navigation bar, click Projects.

  3. Use the left-hand directory panel to browse existing folders or select All Projects to view unassigned assets.

Step 2: Creating and Organizing Folders

  1. In the Projects menu, click + New Folder.

  2. Enter a clear title (e.g., Q4 Regional Audits or Facility Maintenance).

  3. Select the parent folder if creating a sub-folder hierarchy.

  4. Click Create.

  5. To move an existing project into a folder, click the More Options icon (...) next to the project name, select Move to Folder, and choose your target location.

Step 3: Managing Folder Permissions & Sharing

  1. Locate the target folder in the directory tree and click More Options (...) > Sharing & Permissions.

  2. Define access levels by selecting specific user roles, user groups, or individual physical locations:

    • View Only: Users can inspect dashboards, view survey results, and monitor scoreboards without altering setup configurations.

    • Edit / Manage: Users can modify survey questions, edit dashboard panels, update action plans, and move projects within the folder.

  3. Click Save Changes to apply the updated governance policy.

💡 TIP: Standardize folder naming conventions across all regional sites (e.g., [Location Name] - [Department]) to simplify navigation and permission management for multi-site administrators.
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⚠️ NOTE: Restricting access to a top-level folder automatically restricts access to all sub-folders and nested projects contained within it.

Frequently Asked Questions (FAQs)

Q: What happens to projects inside a folder if the folder is deleted? A: Deleting a folder does not delete the projects inside it. Unassigned projects are automatically moved to the root All Projects list, where an Account Admin can reassign them to a new folder.
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Q: Can a single Survey or Dashboard Project exist in multiple folders at the same time? A: No. A project can only reside in one folder at a time to maintain clear permission boundaries and prevent conflicting access rules.
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Q: Why can't a Location Manager see a specific Dashboard Project? A: Check the sharing settings of both the project and its parent folder. Ensure the Location Manager's assigned site or user role has been granted access permissions in Admin / Settings.

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