How to Integrate Qualtrics and SAP Service Cloud?
How to Integrate Qualtrics and SAP Service Cloud?
In a few steps below, I’d like to show you how easy it is to get feedback from your customers immediately after the incident is resolved.
- The first, but very important, step is to create a new project in Qualtrics, which will include a simple survey to get feedback. The general recommendation for a post-incident survey is that the customer should not need more than 1 minute to fill it. At this time, I recommend using a maximum of 3 questions and least one should be an NPS type.
![how-to-integrate-qualtrics-and-sap-service-cloud](https://www.anodius.com/wp-content/uploads/2022/05/How-to-Integrate-Qualtrics-and-SAP-Service-Cloud-1.png)
- For the best results of the survey, we must combine X-data + O-data. We add operational data to our survey using the embedded data in the survey flow. For operational data, I recommend using at least TicketID, EmployeeID, EmployeeName, and CustomerID, CustomerName.
![how-to-integrate-qualtrics-and-sap-service-cloud](https://www.anodius.com/wp-content/uploads/2022/05/How-to-Integrate-Qualtrics-and-SAP-Service-Cloud-2.png)
- Now we have a survey ready for distribution. In the next steps, we will need an anonymous link to our survey.
- In the fourth step, we will move to our Service Cloud. Here we have to set up a new workflow, which will send the customer an email with our survey after the incident is resolved. In this case, the email template must include a link to our survey in the form:
YOUR_ANONYMUS_LINK?TicketID=#TID#&EmployeeID=#EID#&EmployeeName=#ENA#&CustomerID=#CID#&CustomerName=#CNA#
Workflow settings:
- Business object: Ticket
- Timing: On Every Save
- Execute this Rule if the following: Conditions are met
- Conditions: Status equal to Completed
- Rule type: E-Mail
- Always Send E-Mail: Yes
- Template Tile: Html
- Placeholders:
- #TID# – TicketID
- #EID# – EmployeeID
- #ENA# – Employee
- #CID# – CustomerID
- #CNA# – Customer
Recipient determination: End customer of ticket
![how-to-integrate-qualtrics-and-sap-service-cloud](https://www.anodius.com/wp-content/uploads/2022/05/How-to-Integrate-Qualtrics-and-SAP-Service-Cloud-4.png)
We are done. From now, if you move an incident to Completed in the SAP Service Cloud, an email is automatically sent to the customer with your survey.
For detailed step-by-step instructions, see the video below: