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Survey Result to Create SFDC Case?

JenCX
JenCX Broomfield, COCommunity Member, XM Advocate, XMPN Member, Qualtrics Brand Admin Wizard ✭✭✭✭✭

Hi there,

I spent a good deal of time looking for this answer, but I apologize if it's already been answered elsewhere.

I'm looking to create a SFDC case based on a set of criteria from a survey response. I'm quite sure this can be done, but can't quite get my head around it. Let's say that the criteria is that the person gave an NPS score of 0. How do I then go about this? I should mention that I'm pretty new to this integration and SFDC both.

I've created an action with a Survey Response event, with the conditions I need, then I get a bit stuck on the Tasks. Do I just do response mapping to insert a new record into the case object? Or should I be doing something else?

Thanks so much for any help.

Best Answer

  • MsIreen
    MsIreen FinlandCommunity Member, XMPN Member, Qualtrics Brand Admin Superuser ✭✭✭✭
    edited December 2018 Accepted Answer

    If you want to create a new case, you should set it up in the response mapping:. For example, this is how we do it, in case a customer wants to be contacted back:

Answers

  • JenCX
    JenCX Broomfield, COCommunity Member, XM Advocate, XMPN Member, Qualtrics Brand Admin Wizard ✭✭✭✭✭

    @MsIreen Thanks very much! I thought that was the way but wanted to make sure before I started doing anything crazy.