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Author's profile photo PVSB Prasad K

Case Management in SAP Intelligent Service Cloud V2 -Qualtrics Integration(Customer feedback)


The Qualtrics feature allows you to insert information from your Qualtrics survey into the Case Management object of SAP Intelligent Service Cloud V2 process of improving their customer experience

Qualtrics is a powerful online survey tool that allows one to build surveys, distribute surveys and analyze responses from one convenient online location! Introduction to Intelligent Case Management

Business Use Case

‘Telporter’ is a ride share company which serves customers across various parts of the world. Recently they kicked off the process of improving their customer experience. In this effort they want a seamless experience from customers, to have them give candid feedback on each of their journey. They also want prompt action to be taken on feedbacks for customers.

Solution Overview

Telporter sends email completion of each ride they want to trigger off a crisp survey to gain the customer experience on their journey. Qualtrics is used as a feedback which distributes the surveys and sets up the workflow to handle actions based on survey responses.

Node js/CPI can be is used as the service bus which acts as the message broker between SAP Cloud Integration, Qualtrics and SAP Intelligent Service Cloud V2.


  • SAP Intelligent Service Cloud V2.
  • SAP CI Tenant/Node js
  • Qualtrics Account

Step 1: Please create a custom fields in Case Screen

Step 2: Trigger the email when Case is completed

Step 3: Customer will receive the Email Notification with Survey Link

Step 4: Customer will respond to the Survey

Step 5: The values from the survey are returned to C4C.

Conclusion : Customer feedback is tracked in Case Management

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