Establishing Your Org Hierarchy During Onboarding – GOCare Pulse
Quick Summary
This article explains how to build your organization hierarchy in GOCare Pulse during onboarding. It outlines how to complete the provided Excel template, order records correctly, and prepare the file for GOCare to upload.
Overview
As part of onboarding, GOCare will upload your initial Org Hierarchy file. This file defines how Pulse connects survey data to employees and their reporting structure. It powers how your results appear by department, supervisor, or individual.
After onboarding, clients are responsible for maintaining this file and ensuring all Linked IDs stay up to date.
Using the Org Hierarchy Template
GOCare provides an Excel template for your Org Hierarchy. Each row in the file represents an employee record.
The columns include:
Column Name | Description | Required |
|---|---|---|
Active | Enter TRUE if the employee is active, FALSE if inactive. | Yes |
Full Name | The employee’s first and last name. | Yes |
The employee’s work email. | Yes | |
Supervisor | The employee’s direct manager’s name (must already exist in the file). | For all but most senior executive |
Position | The employee’s job title. | Yes |
Role | Used to distinguish leadership or team-level positions. | Recommended |
Department | The department the employee belongs to. | Yes |
Markets | The service area, office, or regional market. | No |
linked_users.0 (Email) | The primary system email or username that triggers survey activity. | Yes |
linked_users.1, linked_users.2, etc. | Additional system usernames or identifiers from other systems (optional). | No |
💡 Tip: Only include additional
linked_userscolumns if an employee’s activity spans multiple systems—such as billing, call center, or field service tools.
Ordering Matters: Senior to Junior
The order in which employees appear in the Excel file is critical.
Each supervisor must be listed before any employees who report to them. This ensures the Supervisor field references an existing user record when Pulse builds the hierarchy.
Recommended order:
Most senior employee (e.g., CEO or GM)
Next level of leadership (e.g., Directors, Managers)
Supervisors
Frontline employees (e.g., Technicians, Agents)
⚠️ Warning: If an employee is listed before their supervisor, the import process may be delayed and require corrections before submission.
Linked IDs and Data Accuracy
Linked IDs connect survey responses to the correct employee.
These must match the usernames or identifiers used by your internal systems (e.g., billing, CRM, field tools).
Common examples include:
Email addresses for service correspondence
Billing or work order system IDs
Call center usernames
💡 Tip: Check with your billing, operations, or call center teams to confirm which usernames or IDs are used in your customer-facing systems.
Submitting the Org Hierarchy File
Once your Org Hierarchy file is complete:
Review that all supervisors appear above their direct reports.
Verify that every frontline employee has a valid Email and linked_users.0 entry.
Save the file using the naming convention provided by your GOCare onboarding specialist.
Send the completed file to your assigned GOCare contact.
GOCare will import the hierarchy into your Pulse dashboard as part of your onboarding configuration.
ℹ️ Info: After onboarding, clients are responsible for maintaining the hierarchy and keeping Linked IDs accurate. GOCare may assist with re-imports only on a case-by-case basis.
Best Practices for Maintaining Accuracy
To ensure consistent and accurate reporting:
Assign a designated team member to manage Org Hierarchy updates.
Update the file any time employees are hired, leave, or change supervisors.
Keep Linked IDs in sync with all systems that generate survey events.
Review your Org Users tab in Pulse quarterly to confirm accuracy.
If you no longer have your onboarding materials or need a fresh copy of the template: