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Workflows in Online Reputation Management

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Qtip: If you are a customer interested in Online Reputation Management, reach out to your Account Executive or XM Success Manager.

About the Workflows Tab in Reputation Management Projects

data set record workflow

The Workflows tab is a great way to automate other Qualtrics functionality in addition to any extensions you may have access to. Workflows allow you to trigger tasks, like sending an email or creating a ticket, based on various events. Setting up a workflow requires creating conditions and defining the tasks that should be completed when these events meet the conditions specified.

Example: Use the Calculate Metric task to trigger an alert or email when average review ratings deviate from historical trends.

The event that triggers every workflow in a Reputation Management project is the receipt of an online review or social media post. What kind of review triggers the workflow is determined by the condition.

Qtip: See Creating Workflows and Managing Existing Workflows for step-by-step instructions on how to create your first workflow. The features described work the same in Online Reputation Management, with the exception of the details covered on this support page.

Events

Qtip: Events are what trigger event-based workflows.

Set up a data set record event.
data set record event

This event works for any data type you have connected in your Reputation Management project, such as Google reviews, ReviewTrackers, or Brandwatch.

Conditions

This condition says if the location name is Chicago, and the rating is less than or equal to 3

To narrow down the specific kind of reviews that trigger a workflow, create conditions.

For a step-by-step guide on how to do this, see Creating Conditions. Any data within the Data & Analysis tab of your project is available for creating conditions. Looking at this data can help you understand which fields to use for creating condition logic.

Additionally, you can use Text iQ Topics or Sentiment as workflow conditions. This data can then be routed to the correct team to help shorten time to resolution and avoid public perception gaps.

Example: If a customer leaves a Google review expressing challenges with the billing process, this can be routed to the billing team for follow-up. If a customer mentions a website checkout issue on Instagram, this can be routed to the digital team.

Tasks

Add Task button

When someone leaves a review that meets the conditions you created, a task is triggered. You can add an inexhaustible number of follow-up tasks to act on customer reviews. In fact, the same tasks that are compatible with Qualtrics surveys are compatible with Reputation Management! This includes:

  • Tickets task: Qualtrics has its own ticketing platform! Use this task to assign ownership of a task to your license’s users so they can take quick action.
  • Email task: Student queries could trigger emails to instructors for help.
  • Web Service task: Newsfeeds could update in real time via APIs.
Qtip: The following tasks require the separate purchase of an additional Integration. If you don’t already have access to one or more of these integrations and are interested, check out our XM Marketplace.
  • Slack task: Achievement metrics could trigger Slack channel messages.
  • Salesforce task: Text analytics could launch Salesforce events.
  • Zendesk: The Zendesk integration allows you to create and update tickets in Zendesk based on responses collected with Qualtrics surveys.
  • Freshdesk: The Freshdesk integration allows you to create tickets in Freshdesk based on events triggered in Qualtrics.
  • Hubspot: The Hubspot integration allows you to create and update deals and contacts in Hubspot from collected survey responses.
  • ServiceNow: The ServiceNow integration allows you to create and update incidents in ServiceNow as well as update customer contact information provided by survey responses.
  • Microsoft Dynamics: The Microsoft Dynamics integrations allows you link up your account to a Qualtrics survey for both Response Mapping and Web to Lead capabilities.
  • Marketo: The Marketo integration allows you to create and update Marketo leads and activities based on events triggered in Qualtrics.
Qtip: These support pages are for the Survey Platform, but the features described work the same in Online Reputation Management.