Managing & Using Your Services
What's on this page
About My Services
My Services is a page in the Customer Success Hub where you can log in and view your organization's Success Package, a service bundle that includes continuous support and expertise. You can use this page to see usage across your Success Packages, specifically how many nominations you’ve used and how many Success Checks you have left for the quarter.
Organizations with Success Packages can use this page to nominate users for Enterprise Support (EPS) and XM Expert Coaching, as well as access benefits like Success Checks, monthly office hours, and your Technical Success Manager.
If you don’t have a Success Package, this page is still useful for browsing different services, contacting your account team, and reading commonly asked questions. Learn more.
Qtip: Do you have multiple licenses with Qualtrics? You can filter the My Services page by product line to view the services you have for each line.
Accessing My Services
Attention: “My Services” is only available to Brand Administrators (regardless of nomination) and nominated users. Brand Administrators who are not nominated will not see nominated user or Success Check usage
- Log into the Customer Success Hub.
- Click My Services.
Nominating Success Package Users
If you have access to a Success Package with Enterprise Support (EPS) services included, you’ll be able to see how many EPS users you’ve nominated, and nominate additional users.
Nominated EPS users will get access to:
- Access enterprise technical support.
- Get strategic advice from your Technical Success Manager.
Launch a Success Check.
You can also use this page if your Success Package includes XM Expert Coaching. Use the same steps shown below to nominate a user to participate in monthly office hours with our XM Experts. Only nominated users specifically nominated for XM Expert access can use those services.
Nominating Users for EPS or XM Expert Coaching
Click My Services.
Click Manage Nominated Users.
If you have multiple licenses or packages, select the one you want to nominate users for.
Type the full username.
Qtip: You can only nominate users with existing accounts in the same Qualtrics organization (brand).
Qtip: Keep in mind the email address might differ from the username. Brand Administrators can see this page for help finding user information.
Choose which service you’re giving the user:
- Enterprise Product Support
- XM Expert Coaching
Qtip: If you don’t see the Service menu, you are nominating users for Enterprise Product Support. The menu only appears if your Success Package also includes XM Expert Coaching.
Click Save.
Removing Nominations
If you have multiple licenses or packages, select the one you want to nominate users for.
- Scroll to the EPS or XM Expert Coaching nominations.
- Click the minus sign ( - ) next to the nomination you want to remove.
- Click Save at the bottom.
Viewing Nominations
How many EPS users you’ve nominated out of your allocated nominations appear in the title. You can also click Manage Nominated Users to see a list of specific users nominated.
If you want to see XM Expert nominated users, you must click Manage Nominated Users.
Click My Services.
How many users you’ve already nominated will appear in the title.
Qtip: The title only shows EPS users, not XM Expert users.
To see more details, click Manage Nominated Users.
Scroll down to see who has been nominated for Enterprise Product Support vs. XM Expert Coaching.
Contacting Your Technical Success Manager
A Technical Success Manager (TSM) is a highly experienced technology consultant and customer advocate who provides platform training, technical consultation on specific programs, and performs Success Checks. Your designated TSM is committed to helping you mature your XM Programs, and can give you strategic advice on how to use the XM platform to meet your specific business objectives.
You can also find your TSM’s contact information on your hub profile, but the steps below give direct access to requests and video calls with your TSM.
Qtip: This option will only be available if your license includes a named Technical Success Manager.
Attention: If you have a technical question or issue, use the Get technical support option to send email or scheduled conference call requests directly to Enterprise Support. For a comprehensive technical audit, see Success Checks.
- Log into the Customer Success Hub.
Click My Services.
- Click Contact Customer Success.
From there, you’ll be able to provide additional details about your request for your Technical Success Manager.
Qtip: You can also contact your TSM by scrolling down to My Services, staying on the default Realize value from Qualtrics, and clicking Contact Customer Success.
Qtip: If you have a legacy TAM license, you may not see the My Services page. Instead, a “Contact my TAM” link will be right on the homepage of the Customer Success Hub.
Success Checks
A Success Check is a comprehensive technical audit for a project of your choice. An Enterprise Support specialist will do an in-depth review of your project and make technical recommendations that will improve your program and mitigate risk.
On the My Services page, you’ll see how many of your quarterly Success Checks you’ve used across all licenses and product lines. You’ll also see when this limit will refresh. In general, customers get 1 Success Check per quarter per Success Package.
To get started, click Request a Success Check.
There are several kinds of success checks:
- Launch Guidance: Meet with a specialist in a series of 30-minute conference calls (5 calls maximum). The specialist will help answer technical setup questions, provide best-practice recommendations, and address any outstanding concerns for a specific project or program area. This Success Check is suitable for projects at any stage of development.
- Launch Readiness Review: A complete review of a project or program area to verify readiness to go live. Launch Readiness Reviews are intended for projects that have not gone live yet, but are completely set up.
- License Optimization Review: A specialist will evaluate your current product usage against your license and document ways to further leverage the technology included in your license, as well as suggest areas for automation or simplification. Upon completion, a representative can provide training on the recommended product areas to help you get started.
- Technical Risk Assessment: A Technical Risk assessment is an evaluation of a specific project or program area to highlight risks and outdated technology or practices. They are intended for existing projects that have already been launched or have been running for a while, and require that any project being reviewed is already completely built.
Monthly Office Hours
Qtip: This option will only be available if you have the Advanced or ManagedXM Success Package.
XM Expert Coaching is a service that provides you with ongoing expertise to drive program impact. Advanced and ManagedXM Success Packages include access to monthly office hours with an XM Scientist. Here, you can submit questions to help your XM Scientist prepare for what you’ll discuss in that session.
Only users nominated to XM Expert Coaching can use this option. See steps to nominate users.
Qtip: XM Scientists are experts in research and methodology. For help with the Qualtrics product, see Get Technical Support instead.
Enterprise Support
The Enterprise Product Support (EPS) team is a group of technical product experts you can call on for elevated support, escalation management, and technical project reviews. EPS includes:
- Success Checks: Improve your program and mitigate risk with a 2-3 week technical audit. Once per quarter, an EPS representative can analyze a project or program for readiness to go live, identify opportunities to get more value out of your existing license, or provide support over the course of a project launch. For more, see Success Checks.
- Enhancements to technical support, such as:
- Conference calls: As well as phone, chat and email support, you can meet with an EPS specialist via scheduled Conference Call, as soon as 6 hours in advance.
- Priority support: Support tickets submitted to the EPS team are actioned under faster response and resolution targets.
If you are an Enterprise Support nominated user, you can reach out to the team through the Get Technical Support channel.
XM Expert Coaching
Qtip: This option will only be clickable if you have the Advanced or ManagedXM Success Package. If you do not, this will be greyed out.
Only users nominated to XM Expert Coaching can use this option. See steps to nominate users.
XM Expert Coaching is a service that provides you with ongoing expertise to drive program impact. You can schedule an XM Scientist-led coaching session and get methodology advice on a specific topic. You can choose from a few different topics, such as program development and activation, program design methodology, and guidance on analytics optimization.
To get started, scroll down and select Request XM Expert Coaching.
Compare All Success Packages
On the My Services page, you can browse Success Packages and compare what’s in each. Click View all Success Packages to get started.
A table will appear that shows all of the available offerings and how they compare. Your current package’s name will also be shown for reference.
Qtip: If you have questions or are interested in upgrading your Success Package, scroll up and contact your Technical Success Manager.
Explore Additional Services
The Explore Additional Services section highlights services independent of Success Packages, such as Market Research Services, the Qualtrics Partner Network, and Custom XM Solutions.
Click any of the tiles to visit that service’s official page.
Frequently Asked Questions
Under Frequently asked questions, you can click to expand some common questions and their answers.
Experience for Organizations with No Success Packages
The My Services page is streamlined for organizations that don’t currently have a Success Package, focusing instead on highlighting useful services you can seek out, how to contact your account team, and commonly asked questions.
Explore Services
Click the tiles to explore services such as the Qualtrics Partner Network, Market Research Services, and Success Packages. Click the tile to see a description of the service with a link out to its official page.
Contact Your Account Team
If you have questions about services, you can use the button to contact your account team. Your account team can help with license details and management, product best practices, purchasing add-ons or services, limit increases, and more.
Attention: If you have a technical question or issue, use Get technical support instead.
Frequently Asked Questions
Under Frequently asked questions, you can click to expand some common questions and their answers.
FAQs
What’s the difference between "Get Technical Support," "Get Account Services Support," and "My Services"?
What’s the difference between "Get Technical Support," "Get Account Services Support," and "My Services"?
Get Technical Support is for contacting Qualtrics Technical Support for help troubleshooting the Qualtrics product, technical issues, and other product questions.
Get Account Services Support is for contacting the Account Services team with questions about your Qualtrics license and help managing key aspects of it. This includes things like billing, product provisioning, and questions about product usage.
My Services is where you can reach your Technical Success Manager, request a Success Check, participate in XM Expert office hours, and more. These services are part of a Success Package, and deal more best practice, strategic help with your program.
How do I request a Success Check?
How do I request a Success Check?
You can request a Success Check using the Customer Success Hub on the “My services” page. See more on Managing and Using Your Services.
What if my project isn’t completed but I would still like an expert to perform a Success Check?
What if my project isn’t completed but I would still like an expert to perform a Success Check?
What if I’m not sure what Success Check is right for my project?
What if I’m not sure what Success Check is right for my project?
That's great! Thank you for your feedback!
Thank you for your feedback!