Set up step-by-step a lightweight integration between Qualtrics and SAP Service Cloud
The joint evaluation of operative data and experience data, or O-Data and X-Data, is currently in great demand.
Qualtrics combines knowledge about customer, employee, product and brand experiences on a single integrated experience management platform.
But how can X data (experience data that tells you why it happened) be combined with O data (operational data that tells you what happened) to draw meaningful conclusions?
Let’s look at this with a lightweight integration of C4C and Qualtrics without developing or using APIs. Our use case is customer satisfaction after completing a ticket in the SAP Cloud for Customer.
1. Create a new project in Qualtrics
Before we can bring data together, we need to collect data. We are interested in customer satisfaction after the completion of a ticket. Qualtrics offers us some automated survey projects. These relieve us of the work of creating the survey. In this example we use Transactional NPS.
The Transactional Net Promoter Score asks for feedback after selected interactions, e.g. after purchasing a product or a telephone contact. This type of feedback focuses on understanding how customers’ experiences at these moments have affected their brand loyalty.
This information can then be used to find ways to improve these experiences.
With this automated project, we are guided quickly and easily through the creation of the survey. First we get a short overview of the selected project and have to give it a name.
Then we need to enter more basic data. For example, in the following steps the company name, the logo and some additional questions, such as the age of the respondent, can be activated.
2. Include operational data into the survey
The survey does not yet include the operational data that we would like to see evaluated.
To include our operational data in the survey, we need to make some adjustments. To do this, we go into the editing of our survey with “I’ld like to edit my survey”.
We use embedded data to integrate our operational data. These are intended to provide additional information in addition to the answers to the questions.
To add embedded data, we go into the survey flow of our survey.
In the opening window we add a flow to set embedded data.
In my opinion, interesting data from the C4C system are for example the Ticket ID, the Customer ID and the Employee ID.
This operational data in combination with the experience data could be used to create actionable items or reports later on. For example, we could try to measure whether there is a particular team with below-average results and if so, why.
Attention: In a productive scenario it should be clarified whether these data may be collected and mapped. Data of a more aggregated level, such as service team, might be more reasonable.
3. Publishing and distributing the survey
Our modified version of the survey is not active yet. To activate our version, we click on Publish.
In order to be able to use our survey, we now need the corresponding URL. This can be found on the Distributions tab under Anonymous Link.
We need the URL for the survey in one of the further steps in SAP C4C.
4. Configuration of the C4C workflow
Let us now switch to the system from which our operational data originates. SAP Cloud for Customer offers us a good approach to send our survey with its workflow rules.
So we first create a new workflow rule. This rule should be triggered every time a ticket is closed.
So let’s start with a suitable description in the first step. As business object we choose the ticket and as time setting ” At every save”.
The second step is to define the condition. We want to send the survey as soon as the processing of the ticket is completed.
This is the case, for example, in my system when the status is “Finished” after processing.
In the third step, we define what should happen if the condition occurs. To send our survey, we want to trigger the sending of an email.
So we define an e-mail type rule and enter a sender name and an address.
In addition to this basic data, we now need to create and upload our email template. To do this, we first look again at what other data we would like to use as “embedded data” in the Qualtrics survey and what we called it.
In my case these were:
- Customer ID
These data can be obtained with the placeholders provided by C4C.
So we define placeholders, for example:
- #CID# for the field customer number
- #EID# for the field agent number
- #TID# for the field Ticket number
We can then use the placeholders to store the following URL in our e-mail template:
We can now check the entered data again. If they are correct, we confirm the workflow.
From now on, our survey emails should be sent automatically after a ticket is completed.
The placeholders replace the data in the URL.
The URL in the e-mail could look like this:
Let’s switch back to the Qualtrics Platform.
5. Evaluation of the survey in Qualtrics
You can now use the data in Qualtrics for evaluations. You could also export the data and evaluate or enrich it in another system. Based on the EmployeeID you could e.g. check if there are anomalies in individual teams.
Or you could use EmployeeID or CustomerID to search for anomalies in regions. However, you would have to enrich the data accordingly.
Our, admittedly very simple, integration is now complete. More can be achieved through the APIs or through development. For a quick test, however, this form of integration can be useful.
You can find more information about this topic here:
If you have questions, suggestions or problems, feel free to leave a comment.
P.s. A German version is available in a guest article here.