Name: Configuring SAP Customer Data Platform and Qualtrics Integration
Uploaded: 2021-7-16
Duration: 576 s
Description: This video covers an integration scenario to capture Qualtrics Survey in SAP Customer Data Platform. It explains the configuration steps in SAP CDP and Qualtrics.Helpful Link: SAP Customer Data Platform Help

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<div><div><div>This video covers an integration scenario to capture Qualtrics   Survey in SAP Customer Data Platform. It explains the configuration steps in SAP CDP and Qualtrics.<br></div><br>Helpful Link: <a href="https://help.sap.com/viewer/8438f051ded544d2ba1303e67fc5ff86/PROD/en-US/26cee31537c744f28116d9b0d4227dfd.html?q=qualtricshttp://" rel="nofollow noopener noreferrer" target="_blank">SAP Customer Data Platform Help</a><br><div>        </div></div></div>

Configuring SAP Customer Data Platform and Qualtrics Integration

Hi! My name is Chaithanya and welcome to  this video on SAP Customer Data Platform  or SAP CDP and Qualtrics CX integration. In this video, you will see an integration  scenario to capture Qualtrics Survey in SAP Customer Data Platform, configuration  steps in SAP CDP and Qualtrics, followed  by an end-to-end demo. We will consider  the customer order feedback scenario. Let’s get started. In this scenario a user submits order feedback in Qualtrics. This will trigger  an event which will push the survey  results to SAP CDP. We will focus on the  configuration to enable the integration between Qualtrics and CDP.  Let’s start with CDP configuration. I  have already configured Activity Schema  and Processing Purpose for this video.  Here is the activity schema to capture  feedback data. And processing purpose  to define the reason for this data  capture. Check the documentation and additional videos on this topic for  more details. The first step is to create a Direct Source Application in SAP CDP, to receive feedback data from  Qualtrics. Next, create a new ingestion  event within this Application. This  event will be used by Qualtrics to send  the feedback data. Finally, note down  the event and its security details.  We need these details while configuring  Qualtrics. Let’s configure these steps   in the CDP Tenant. First, navigate to the  'Sources' view. Click on  'Connect Application' to create a new  source application that receives data  into CDP. Then, click on 'Add Direct  application'. Give a meaningful Application  Name and a description. Click on ‘Add’ to  create this direct source application. Next, create a new event. It will receive survey  response data from Qualtrics and store it as  an activity against the customer’s profile in  CDP. Give a meaningful name to this event. Select the processing purpose 'FeedbackData'  from the list. I have configured this Processing  Purpose earlier for this video. Click on ‘Next’. Create a model that would define the request  body of the ingestion event API to be  consumed by Qualtrics. Click on ‘Create Node’  to create your first request body attribute. Enter Name as ‘MasterDataID’. This attribute  will be used to identify the customer  responding to the survey. The type of the  attribute will be ‘String’. Click ‘OK’ to save this attribute definition to the model. Similarly,  create 3 more attributes. A String attribute to  hold ‘Order ID’ for which customer feedback  was given and two number attributes each to  hold the CSAT and NPS Scores. This  completes the model definition that acts as the  request body structure. Click on 'Next'. Map the request body parameters to the relevant CDP customer and activity schema  attributes. Map the ‘masterDataID’  schema attribute by dragging and dropping the  similar named model attribute. This mapping  will be responsible for creating the feedback  activity against the right customer profile.  I will also map the feedback schema attributes  by dragging the similar named model  attributes. This completes the mapping of the  ingestion event request body to the CDP  schema attributes. Click on ‘Done’ to complete the event creation and activation. With this the event is now ready to receive and store  feedback data from Qualtrics. We need to note  down the security and key event details. This  information is essential for Qualtrics  configuration. Open the application in edit  mode, by accessing the application menu and  clicking on edit. I will go to the application key  section and note down the authentication  parameters ‘User Key’ and ‘Secret Key’.  Go to the destination purposes section and  assign the purpose as ‘FeedbackData’ at the  application level. Click on 'Save'. Access the event menu and open the event in  ‘Edit’ mode. Now copy the browser URL path  to extract three key parameters. From the  URL, please make a note of the business unit  ID, the application ID and the event ID. This  completes the configuration on CDP. Let’s move on to the Qualtrics Configuration  steps now. We have configured the source application and its event, in CDP. I have already set up an Order Feedback survey in  Qualtrics. I have also ensured that the  customer ID and Order ID are available as  embedded fields on the survey. On the feedback survey, create a post action that is triggered whenever a response is submitted by  the customer and within the action, create a  web service task which will invoke the SAP  CDP Ingestion Event. This will push the  response data to SAP CDP. Here is the Order  satisfaction survey which collects CSAT and  NPS score for a customer’s order.  Navigate to the Actions tab.  Create a new action to send the feedback data  to SAP CDP.  Select the action type as event based, as the  response data needs to be sent whenever a  customer submits order feedback.  Select the action start condition as ‘Survey  response’. Choose the action start criteria as  ‘response created’. Click on finish to save the  start condition and criteria for the action. Next, click on ‘+’ icon to create a task to push  response data to SAP CDP.  Scroll and select the webservice task to call  the CDP Ingestion Event API. Select the  non-authenticated option as the security  details of the CDP Ingestion Event, will be  passed as URL parameters. Click ‘Next’. Change the HTTP method to ‘POST’. Enter the CDP Ingestion URL, to trigger the  ingestion event created on the CDP source  application. Map the request body parameters  to pass the response data to SAP CDP by clicking on ‘Add key value pair’.  Enter ‘MasterDataID’  as key. For value, click on the dynamic  parameters to map the ‘Customer ID’.  Select the embedded data field option.  Enter the name of the embedded data field  holding customer id. Similarly map the order id  as well from the corresponding embedded  data field. Create a new key value pair to map  the CSAT score. Enter the key corresponding  to CSAT attribute on the ingestion API body. For value, click on the dynamic parameters.  Select the survey question corresponding to  CSAT. Then, select ‘selected choices recode’. Repeat the same to map the NPS score as  well. There is a small adjustment needed to  pass CSAT and NPS as numbers instead of  Strings in the request body. Select ‘Free Text’  and then remove the double quotes around  the CSAT and NPS score values so that they  are passed as numbers instead of strings. This  adjustment is only needed if there are any  number type body parameters. Click ‘save’ to  complete the action configuration. Now the  action to push the survey response data to  CDP from Qualtrics is ready. This completes  the configuration to push the order feedback  data from Qualtrics survey to SAP Customer  Data Platform. Now, let’s see this integration in  action. This is the customer profile of Debbie  McCarthy; whose master data ID is 108.  Debbie has recently placed an order worth 200  dollars. From the ‘activities’ timeline, we can  see that Debbie has one order activity  corresponding to the sales order recently  placed by her. Debbie receives an order  feedback request, for example via email, and  proceeds to give her feedback. She gives her feedback for the two feedback questions that is her likelihood to recommend the brand ABC Inc which calculates a net promoter score and her overall satisfaction with the brand Debbie submits her feedback successfully. Let’s go back to Debbie’s customer profile on CDP. From the ‘activities’ timeline view, we can see that Debbie has a new feedback activity. This feedback activity, with its attributes  holding the feedback data which was pulled from Qualtrics, is now available for any  subsequent processing like segmentation,  send to SAP Customer Data Cloud etc. I hope  this gave you an understanding of how the  feedback data integration will happen between  SAP Customer Data Platform and Qualtrics  CX. Thank you for watching!