Name: Using Actions Functionality in SAP Qualtrics Surveys Integration in SAP Marketing Cloud
Uploaded: 2021-1-13
Duration: 193 s
Description: In this video, you will find out how to collect survey responses in SAP Marketing Cloud using the Actions Functionality of Qualtrics.NOTE: This video refers to "SAP Cloud Platform" instead of "SAP Cloud Integration". The content of the video is still valid.

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<div><div>In this video, you will find out how to collect survey responses in SAP Marketing Cloud using the Actions Functionality of Qualtrics.<br><br>NOTE: This video refers to "SAP Cloud Platform" instead of "SAP Cloud Integration". The content of the video is still valid.<br></div></div>

Using Actions Functionality in SAP Qualtrics Surveys Integration in SAP Marketing Cloud

Do you want to get responses to surveys that are triggered outside of SAP Marketing Cloud Fetch survey responses for your existing customers, and also fetch survey responses while contact profiles are created for new contacts? If yes, then try integrating SAP Marketing Cloud with SAP. Qualtrics surveys using the actions functionality. This is Mary. Mary is a marketer at Expert Cleaning Services. She's interested in getting customer satisfaction CSat scores for their new line of business cleaning and sanitization services. Mary is thrilled when she learns how responses to surveys triggered from external systems can be seamlessly brought into SAP marketing Cloud with the new actions functionality. Mary intends to set up this flow to fetch responses to surveys that get triggered from her newly launched e-commerce portal for expert cleaning services. She approaches her colleague Tom was a technical consultant to help her with this one time integration process. Tom learns about the different steps that he must perform to enable this integration. Tom creates a communication user, a communication system, and the communication arrangement on SAP marketing cloud on SAP Cloud Platform integration. He deploys the communication user credentials, registers a Qualtrics token, and copies the integration package to his workspace. Then Tom navigates to the design tab and configures both create survey data and response in SAP marketing cloud and load buffered survey data to SAP Marketing Cloud AI flows. Mary now designs a CSat survey in the SAP Qualtrics survey system. She sets up the actions functionality and also defines conditions to send very unsatisfied, unsatisfied, and neutral responses to SAP marketing cloud. As she's interested in pursuing these unhappy customers. Once the service representative completes the cleaning service, the service completion status triggers CSat surveys from the Expert Cleaning Services e-commerce portal to the customers by any of their preferred channels like email, SMS or mobile notifications. Once customers provide responses to the CSat survey, the survey responses are captured in Qualtrics and then sent to SAP marketing cloud. If a customer is new, a new contact profile is created in SAP Marketing Cloud while fetching their survey responses based on different CSat scores. Mary segments the customers and creates focus target groups to address their concerns.