Mapping Survey Responses to Create a Case and related that case record to a contact record in SF | XM Community
Question

Mapping Survey Responses to Create a Case and related that case record to a contact record in SF

  • 16 June 2022
  • 4 replies
  • 141 views
V
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We distribute the generic/anonymous qualtrics survey link for the respondents to fill in their Details (email id etc.) and request for their requirement or feedback. We are trying to create a case record in Salesforce using this response data from Qualtrics. We are able to create the case record. However unable to map the case record to the contact record using the input value of email which the respondent fills in. Please note that we do not have any contacts data on the qualtrics platform. Can some one help us with this? Any workaround?
Thank you!
Being new to this platform and so looking for any help from the community.

4 replies

InessaG
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Userlevel 7
Badge +18

I think you would need some custom coding on SF side to determine contact ID based on email address. To do this directly from Qualtrics requires contact ID which you do not have.

V
Badge +1

Does that mean that - create the Case from the qualtrics mapping and then with help of custom coding in Salesforce fetch the contact id for the email address and relate it to the case?
Is there no way to extract data/meta data from Salesforce to qualtrics? There is a plugin which says "Extract Data from Salesforce" - will that be of any use?

InessaG
Rank
Userlevel 7
Badge +18

I don't think that'll help you with mapping to your contact ID. Qualtrics wants the embedded data fields coming in as part of the response usually. But perhaps folks who are also coders can come up with a way to fetch that ID from Qualtrics Directory somehow.

CamM
Rank
Userlevel 5
Badge +20

Hi Vinod_M,
Assuming that email address can be used to uniquely identify a contact in Salesforce, then Salesforce Flow is your friend.
You can pass the contact email into a field on your Case record and then use Flow to make the connection (e.g. Use Flow to locate the Contact with the matching email address captured on the Case record, grab the Contact record’s id and then use that to make the connection).
Cheers,
Cameron

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