CDP-Qualtrics connector - trigger survey send

[vervinckt_joyca]

Hi,

A connector exists between CDP and Qualtrics:

https://help.sap.com/docs/SAP_CUSTOMER_DATA_PLATFORM/8438f051ded544d2ba1303e67fc5ff86/26cee31537c744...

As CDP is meant to be the "orchestrator" of CX, I would have expected that it would be able to send a trigger to Qualtrics to make it send out a survey. (Example use case: after a customer has received a visit from our Sales Reps, they should receive a survey to rate their experience with that visit, except if they didn't give consent to be contacted).

However, in the CDP-Qualtrics connector, I only see outbound actions "create contact in specified mailing list".

Just adding a contact to a List in Qualtrics, does not make it send a survey.

Even with a survey distribution automation in Qualtrics, you cannot set it up so that it will only distribute a survey to any new people on that list, and not ALL the people on a list.

Is it possible to make CDP orchestrate this scenario? Or should the Sales system directly integrate with Qualtrics to trigger the survey after a Visit happened (which makes it harder to take into account any info from other datasources such as the consent)?

[SebastianSchuck]

Hey vervinckt.joyca,

I'm currently looking at a similar use case. I would assume Qualtrics List's message triggers solve this issue (see https://www.qualtrics.com/support/iq-directory/lists-tab/message-triggers/). Is that not the case, or did message triggers not exist yet in 2022?

Best,
Sebastian Schuck

[Kunal_Bansal · Accepted solution]

Hi vervinckt.joyca,

I understand your usecase which is NOT available in CDP currently as Action.

The product is becoming mature with time, hope this will be in future.

Thank you.

Kunal Bansal

SAP CX Architect, SME- SMC, CDM, Emarsys

[vervinckt_joyca · Accepted solution]

Do you know if CDP also has a Customer Influence program like Marketing Cloud has?

[Kunal_Bansal · Accepted solution]

Ahhh, CDP doesn't have it yet, SAP incident is only option now!

[Kunal_Bansal]

Hi vervinckt.joyca,

You can acheive so using the CX Flows, you can add a Qualtrics trigger.

I hope this was helpful. Thank you.

Kunal Bansal

SAP CX Architect, SME- SMC, CDM, Emarsys

[vervinckt_joyca]

Hi kunal_bansal,

I'd need the oposite, not a trigger, but an Action.

There only exists a standard action towards Qualtrics "create a contact in a specified mailing list":

But no action like "Send survey invite to specified contact".