Hi Y'all I'm having problems with the SFDC integration with Q. Here is our implementation structure: Case & contact data from SFDC --> Contact Directory in Q --> Survey trigger --> Survey absorbs all case & contact info as embedded data. We have 3 different channels from SFDC to Q to trigger surveys and collect customer feedback on 3 of our different support groups (that serve the same customer base) Recently, I have seen multiple instances with duplicate survey responses registered for the same case. After my initial analyses I found that customer took 2 different surveys (with diff case #s that I can infer from the distribution data) but the responses are mapped back to one case #. After talking to Q Support, I understand that when a new case (lets call it C2) for a customer (let's say "John") is closed in SFDC and info sent to Q to trigger a survey, Q UPDATES all data fields associated with the customer A, be it contact data or case data. Now what happens if the custome
We have been successful in setting up the outbound message in Salesforce to trigger a survey from Qualtrics whenever a case is closed in Salesforce. We have also setup an integration between Success factors and Qualtrics to send employee data and ORG hierarchy to Qualtrics. Qualtrics has both data sets at this stage. Is it possible to map a field from one dataset to another. To be specific, we need "case owner's manager email" for the close loop email alert and ticketing, which is not available from Salesforce but available in Success Factors info that is fed to Qualtrics. Are there ways to pull the manager email and associate it with the Salesforce outbound message so that it becomes part of the transaction? Thanks much!
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