syncing directory attributes

Hello, 

You can automate the synchronization of contact attributes—such as Number of Surveys Completed or Date Most Recent Survey Completed—directly to Salesforce. This ensures your CRM reflects live engagement data from the XM Directory.

Triggering the Workflow

XM Directory Workflows Use the Experience ID Change event to trigger actions based on contact data updates. This event monitors changes to metadata or embedded data fields within the directory.

• Note: Compatibility may vary between standard CX directories and EX (Employee Experience) directories. Always verify that your specific directory type supports this trigger before implementation.

Response Completion Triggers Alternatively, utilize the standard Survey Response trigger. Since directory attributes like "Surveys Completed" increment upon response submission, mapping the data at the moment of completion is often the most reliable method for real-time updates.

Syncing with Salesforce

1. Salesforce REST API Mapping Qualtrics integrates with Salesforce using the REST API. When syncing date fields, ensure the data is in UTC format to prevent integration errors.

2. Configuring the Action Within your workflow, add a Salesforce task to:

• Update a Record: Match the contact via email or external ID.

• Map Fields: Connect Qualtrics attributes (e.g., NumSurveys) to the corresponding Salesforce fields.

Best Practices

• API Limits: Monitor your Salesforce API usage, especially if triggering syncs for high-volume survey distributions.

• Data Formatting: Use the Qualtrics Survey Flow to standardize date formats before they reach the workflow to ensure they meet Salesforce's field requirements.

If you have specific questions about the Salesforce authentication process or encounter errors during the field mapping stage, we recommend reaching out for a secure review of your integration settings.

Submit a ticket through the Customer Success Hub: https://support-portal.qualtrics.com/