---
schema_version: "1"
id: 0b5fdff81e346fba0ccb6997d4b913ce8edf6efa0d1d49a0418902c17c6ce149
title: "Salesforce CRM: ConversationReason Mapping"
collection: developer
version: current
locale: en-us
portal_url: https://docs.salesforce.com/developer/current/en-us/data-cloud/data-cloud-dmo-mapping/guides/mappings/c360dm-ai-conversationreason.md
canonical_url: https://developer.salesforce.com/docs/data/data-cloud-dmo-mapping/guide/c360dm-ai-conversationreason.html
source_site: developer.salesforce.com
content_type: documentation
content_hash: fcba647faad47f03353d24916d1c6a33b244d95a4df4c8b1148a4112d91dfbe7
products:
  - Data 360 DMO and Mapping Guide
  - Data 360 Developer Documentation
---
# Salesforce CRM: ConversationReason Mapping

These data mappings are for the ConversationReason DLO found in the Services bundle of the Salesforce CRM Connector for Data 360.

## Usage and Data Bundle

These mappings are used to power Service Intelligence visualizations of contact center performance metrics.

Bundle:

- Service Cloud

## DLO to DMO Mapping

These data mappings relate to the Conversation Reason object used with the CRM connector. You can add or customize the data mappings.

| DLO Field                         | DLO Field API Name             | DLO Field Data Type | DMO                 | DMO Field Name                  |
| --------------------------------- | ------------------------------ | ------------------- | ------------------- | ------------------------------- |
| Average Duration in Seconds       | `AverageDurationSeconds__c`    | number              | Conversation Reason | Average Duration in Seconds     |
| Average Number of Turns           | `AverageNumOfTurns__c`         | number              | Conversation Reason | Average Number of Turns         |
| Conversation Reason Group ID      | `ConversationReasonGroupId__c` | text                | Conversation Reason | Conversation Reason Category    |
| Conversation Reason IDPrimary Key | `Id__c`                        | text                | Conversation Reason | Conversation Reason ID          |
| Conversation Reason Status        | `Status__c`                    | text                | Conversation Reason | Conversation Reason Status Code |
| Einstein Score                    | `EinsteinScore__c`             | number              | Conversation Reason | Einstein Score                  |
| Frequency Percent                 | `FrequencyPercent__c`          | number              | Conversation Reason | Frequency Percent               |
| Summary                           | `Summary__c`                   | text                | Conversation Reason | Summary                         |
| Total Conversation Count          | `TotalConversationCount__c`    | text                | Conversation Reason | Total Conversation Count        |