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Qualtrics App in Salesforce

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About the Qualtrics App in Salesforce

The Qualtrics App in Salesforce creates a customer-centric approach that allows CX leads and program owners to develop their CX programs, while providing useful customer insights that enhance sales strategies and identify upsell opportunities. With the Qualtrics App, you can send relational surveys to multiple contacts, leads, or entire campaigns at once from within the Salesforce environment. Additionally, you can both view Qualtrics surveys and dashboards in Salesforce, as well as viewing Salesforce content in Qualtrics.

Qtip: The Qualtrics App in Salesforce is available as an add-on based on your Qualtrics license, reach out to your Qualtrics Account Executive to find out more or request a demo.

Requirements

Before using the Qualtrics app in Salesforce, you will need the following:

  1. Your Salesforce Administrator will need to install the Qualtrics Surveys app from the Salesforce AppExchange.
  2. Ensure users have both Qualtrics and Salesforce accounts.
  3. The Enable SFDC App account permission must be turned on.

Salesforce Extension vs Qualtrices App in Salesforce

The Qualtrics App in Salesforce adds several features that are not available in the Salesforce Extension. For comparison purposes, the capabilities of both the basic extensions and the additional features added by the Qualtrics App in Salesforce are summarized below.

Salesforce Extension

The basic extensions are used for extracting data and reports from Salesforce to Qualtrics, sending out transactional surveys, and mapping responses back to Salesforce. This is useful when you want to send surveys based on an event in Salesforce, such as renewing an account license or closing a Case. The basic Salesforce extension includes the following

  • Extracting data from Salesforce to Qualtrics.
  • Extracting reports from Salesforce to Qualtrics.
  • Using a Salesforce Flow and Outbound Message to send a transactional survey to an individual based on changes to their record.
  • Mapping responses from Qualtrics surveys to Salesforce (you can both insert new records and update existing records).

Qualtrics App in Salesforce

The Qualtrics App in Salesforce is used for sending out large-scale relational surveys. This is useful when you want to send a survey to many Leads or Contacts at once. When using the app, you have access to the features of the basic extensions, as well as the following capabilities:

  • Sending a survey to multiple Leads, Contacts, or entire Campaigns at once from within Salesforce.
  • Customize survey distribution details in the Salesforce interface prior to sending them out (only for users with administrative permissions).
  • Accessing pre-built objects designed to help streamline the process of storing your survey data in Salesforce.
  • Viewing Qualtrics dashboards embedded in Salesforce.
  • Viewing Qualtrics widgets embedded in Salesforce records.
Qtip: The ability to view Qualtrics dashboards and widgets in Salesforce is useful especially for users who are familiar with Salesforce while less specialized in CX. This allows you to understand customer sentiment and actionable insights alongside everyday salesforce workflows.