Workday Integrations Success with Sup Orgs and Security Roles

For security, the most effective approach is combining role-based data restrictions with your CX Org Hierarchies. This ensures users, only see data scoped to their specific position. Just a heads-up: Qualtrics usually grants the most permissive access if roles and hierarchies overlap, so you'll want to be precise with  your metadata mapping.  Keepiing unique identifiers consistent is also huge, especially when you’re dealing with redistricting or HRIS updates from systems like Workday or SuccessFactors. Using the "Load Users to CX Directory" task in your workflows can help automate those updates so you aren't doing the heavy lifting manually.

If you run into any weird technical hurdles while setting up your unique identifiers or automation workflows, it might be worth checking in with the  experts. You can get in touch with the team through the Customer Success Hub by logging in here: https://support-portal.qualtrics.com/ and opening a ticket under the technical support section. 📈

At my workplace, we initially started with CX. The customer database is uploaded into XM Directory to send surveys via email. We also have QR codes at different branches, and each branch has its own metrics and access to its dashboard. If a customer response is negative, a ticket is automatically generated within Qualtrics. We worked this way for two years with good results.

For that reason, we decided to move forward with EX, and that’s where the issue arose. We created an automation to connect SAP with Qualtrics EX, but when uploading the employee database, it affected the usernames and permissions we had in CX. The root cause of the problem was that the branch email was assigned to the branch manager. This impacted the workflow of the tickets that were being generated.

Additionally, in EX the goal is to analyze the individual rather than the location, whereas in CX the focus is on analyzing the location rather than the person. To fix the issue, the SAP database was updated to register each employee’s personal email address, ensuring that neither of the two experience programs would be affected.