Intergration of c4c with qualtrics

[Former Member]

Hello,

Does anyone having any experience integrating qualtrics with c4c system. Currently SAP is not providing out of the box integration for it. What could be the approach to achieve it? We are basically interested in creating service tickets in C4 based on the bad survey feedback from qualtrics.

[former_member572655]

Hi Amir, did you get any information about

Intergration of c4c with qualtrics??

Could you share with us?

[former_member363931]

Hi amir_ansari26, hi drosade, hi israel1,

first of all thanks for the mention. I'm neither involved in our Qualtrics, nor our C4C teams, therefor take everything I say with a salt of grain. Coming from the utilities industry I'm just fiddling around with the solutions in my free time because I'm curious.

Having said that, see my idea below:

1. You could get the additional data necessary to link the Qualtrics Survey to the C4C ticket as described in my blog post.

Then I think you've got multiple ways to do it. All of them revolve around the web service task in Qualtrics. Basically you can define a condition and trigger a web service call upon meeting it. So you could set a threshold and e.g. once their is a bad score

2a) Call the respective service on C4C to reopen / open the ticket.

2b) Call a FaaS deployed on e.g. Kyma and trigger a ticket opening or creation their

2c) Trigger a SAP CP Workflow via API and handle it in their.

If there's interest in it I'ld try to create a blog post series around 2c. Basically a workflow in which somebody e.g. a quality manager could choose to reopen / create the ticket in C4C.

Having said that... stay curious for the 1911 release... I'ld guess our colleagues at service cloud will aim to create something to ease the process.

Best regards,

Tobias

[delateja]

Hi amir_ansari, check the blog from tobiasst. I think this could be useful for you.
https://blogs.sap.com/2019/08/22/integrate-qualtrics-and-sap-service-cloud-in-five-steps/

Regard!

[christianlechne]

Hi,

the most promising way to integrate Qualtrics and Service Cloud (C4C) is probably via Kyma (https://kyma-project.io/). There is a connector tool for Qualtrics (https://github.com/kyma-incubator/connector-tools - in incubator state) that allows you to intercept the survey results and react to the result in a lambda function. If the result is below a certain threshold you can consequently call the API of C4C to create a service ticket.

Hooking in @marco.dorn (marco.dorn) as there is a little demo that exactly addresses this scenario

Best regards

Christian

[Marco_Dorn]

Hey,

Have a look at this video showing how C4C, Qualtrics and Kyma open source were combined: https://enable.cx.sap.com/playlist/dedicated/102681741/1_jy3pax5q/1_b0wtzdpu

Best regards,
Marco.