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Account Management Command Center (CX)

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Attention: This feature is an add-on to your Qualtrics license. To use this feature, you must have a CX license with access to Salesforce. For more information about getting access to this feature, contact your Qualtrics Account Executive.

About the Account Management Command Center

While we often think of the customer experience on the consumer level, some businesses do not cater to individual consumers but instead to other businesses. This is called a business-to-business (B2B) relationship. With the Account Management Command Center, you can integrate your account data from a CRM such as Salesforce with your Qualtrics X-data, helping you understand your customer relationships. You can track your customer’s feedback across the length of your relationship, monitor key metrics like account health and likeness to churn, and gain insights on where to take action with your customer accounts.

Qtip: Parts of this setup require help from our Implementations team. Reach out to your Customer Success Representative if you need help contacting your Implementations Representative.

Importing Account Data

To import your account data to Qualtrics, you must first extract your account data. At this time, you can extract account data from multiple sources. The currently available sources are:

Visit the linked sections for a step-by-step on how to extract account data using that source.

Extracting Account Data from Salesforce

Qtip: If importing account data from Salesforce, check out the Import Salesforce data into XM Directory template for pre-built mapping.
The import Salesforce data into XM Directory actions template

To import data from Salesforce, we will use a scheduled action with the extract data from Salesforce task.

  1. Using the navigation menu in the top left corner, select the Actions page.
    clicking the menu in the top left corner and selecting Actions
  2. Click Create an action.
  3. Select Started at a specific time.

    Qtip: Alternatively, use the search bar at the top of the page to search for the Import Salesforce data into XM Directory template.
  4. Click Get started.
  5. Give your action a name.
    renaming the action and using the dropdown menus to choose when it runs
  6. Click the select frequency dropdown and choose the frequency that this action should run. We recommend you configure the action to run daily. See scheduled actions for more information about setting the action frequency.
  7. In your action, click the plus sign ( + ) and select Task.
  8. Choose the Extract data from Salesforce task.
    the extract data from salesforce task

    Qtip: Use the search bar at the top of the window to easily find the right task.
  9. Select a Salesforce account to use. You can select any Salesforce accounts you’ve previously connected, or any accounts a Brand Administrator has connected for use in Extensions.
    choosing a salesforce account to use, or adding a new account
  10. To connect a new Salesforce account, click Add user account.

    Qtip: After clicking Add user account, you’ll need to give your new account a name and then log in with your Salesforce credentials. When naming your account, give it an easily recognizable name so you can identify it in the future.
    Qtip: You can edit your connected account’s name by clicking the pencil icon in the account selection window. To disconnect your account, click the trash can icon. Be careful when deleting accounts, as any plugins using this account will no longer work.
    the pencil and trash can icons to edit or delete an account
  11. Click Next.
  12. Click Add object and select Account.
    clicking add object and then account
  13. If desired, use the Salesforce list dropdown menu to limit which accounts are imported based on the list view’s filter criteria in Salesforce. If no option is selected, then all accounts will be imported.
    choosing the salesforce list to import accounts, and then mapping fields
  14. Click Add field to begin adding fields. Use this button to keep adding fields.
  15. Use the select field dropdown menu to select a field to map. In order for the Account Management Command Center to work properly, you must map the following fields:
    • Account ID
    • Deleted
    • Account Name
    • Parent Account ID > Account ID

      Qtip: After mapping the required fields, your mapping should look like this:
      the mapping for salesforce accounts
      Qtip: You can map custom account fields to be imported as well. Your custom fields will be available in the select field dropdown menu.
  16. To remove a field, click the trash can icon next to the field.
  17. Click Add object and select Contact.
    clicking add object and selecting contact
  18. If desired, use the Salesforce list dropdown menu to limit which contacts are imported based on the list view’s filter criteria in Salesforce. If no option is selected, then all accounts will be imported.
    choosing the salesforce list, and then mapping fields
  19. Click Add field to begin adding fields. Use this button to keep adding fields.
  20. Use the select field dropdown menu to select a field to map. In order for the Account Management Command Center to work properly, you must map the following fields:
    • Contact ID
    • Deleted
    • Title
    • Account ID > Account ID
    • Email
    • First Name
    • Last Name

      Qtip: After mapping the required fields, your mapping should look like this:
      the completed mapping for salesforce contacts
      Qtip: You can map custom contact fields to be imported as well. Your custom fields will be available in the select field dropdown.
  21. If needed, click the trash can icon to remove a field.
  22. Click Save.

Now that your Salesforce data has been imported to Qualtrics, you need to tell Qualtrics where to save that data. Follow the steps in the Saving Account Data to Qualtrics section.

Mapping Account Team Member Data

While not required, it is highly recommended to map Account Team Member data. This will allow you to use Account Management Roles in your XM Directory.

Attention: Before mapping Account Member data, you need to set up account teams in your Salesforce instance. More information about setting up account teams can be found here. If you need assistance, contact Salesforce support.
  1. Click Add object and select Account Team Member.
    clicking add object and selecting account team member
  2. Click Add field to begin adding fields. Use this button to keep adding fields.
    mapping fields for account team members
  3. Use the select field dropdown to map fields. In order for the Account Management Command Center to work properly, you must map the following fields:
    • User ID > Email
    • Team Role
    • Deleted
    • Account ID > Account ID

      Qtip: After mapping the required fields, your mapping should look like this:
      the completed mapping for account team members
  4. If needed, click the trash can icon to remove a field.
  5. Click Save.

Extracting Account Data from an SFTP Server

To extract your data from an SFTP server, use the extract account data from SFTP files task. The linked support page will walk you through how to set up this task. When importing data for the Account Management Center, make sure you do the following:

  • You will need to use three extract account data from SFTP files tasks in succession. The first task will import your contact data, the second task will import your account data, and the third will import your account team member data. Note that while the account team member import is optional, we highly recommend it.
  • For your sample files, download the Salesforce Contact Data, Salesforce Account Data, and Salesforce Account Team Member Data example files on this support page. When configuring your SFTP files to be imported into Qualtrics, make sure your files match this formatting.

Saving Account Data to Qualtrics

After extracting your account data (either from Salesforce or your SFTP server), you must tell Qualtrics where to save your data. To accomplish this, we’ll use the load data into XM Directory task.

  1. In your action, click the plus sign ( + ) and select Task.
    after extracting data, adding a load task
  2. Choose the Load data into XM Directory task.
    selecting the load data into xm directory task
  3. Use the dropdown menu to select the directory to save data to. By default, all contacts that are imported via this task will be uploaded to the directory without a contact list.
    choosing a directory to save data to, and then adding the contacts (with b2b attributes) object

    Qtip: Most licenses only have a default directory, but some may have multiple.
  4. Click Add Object.
  5. Choose Contacts (with B2B attributes).
  6. Use the dropdown menu to select T1 Contact.selecting the data source task, and enabling the create new mailing list checkbox
    Qtip: If importing data via SFTP, select the task that imported your contact data.
  7. A checkbox to Create a new mailing list for this directory each time this task is run will appear. Use this option if you’d like your imported contacts to be saved to a new mailing list in your directory. Every time this task runs, a new mailing list will be created in your directory using the specified name and a unique identifier. This setting is optional, but recommended to help keep your directory organized.
  8. Map your fields according to the table below. Fields with an asterisk next to them in-platform are required. If you imported the correct fields in the extracting account data section, this should be completed for you automatically.
    mapping data for the contacts object

    Source field XM Directory field
    FirstName firstName
    LastName lastName
    Email email
    IsDeleted isDeleted
    Id contactExternalReferenceId
    Qtip: If you imported additional fields, you must map them here so they appear in XM Directory. To add an additional field, click Add Field and then choose your field from Salesforce as the Source field. For the XM Directory field, enter the name that you would like the field to display as in your XM Directory. For example, in the below screenshot, we are importing the “department” field from Salesforce and saving it as the “department” field in XM Directory.
    mapping a custom field for department
  9. Click Add Object.
    adding the b2b accounts object
  10. Select B2B Accounts.
  11. Using the dropdown menu, select T1 Account.
    choosing the account data source and mapping fields

    Qtip: If importing data via SFTP, select the task that imported your account data.
  12. Map your fields according to the table below. Fields with an asterisk next to them in-platform are required. If you imported the correct fields in the extracting account data section, this should be completed for you automatically.
    Source field XM Directory field
    Id accountExternalReferenceID
    Name displayName
    IsDeleted isDeleted
    Qtip: If mapping custom fields, select the source field from Salesforce, and then choose Add a custom attribute for the XM Directory field.
    the add a custom attribute option
    You will then need to give the field a name and select the data type. Please note that you cannot modify or delete this field without contacting Qualtrics Support. The data type determines how the data is saved which is important when analyzing your data and displaying it in a dashboard. For your data type, you have the following options:for a custom field, setting the attribute name and selecting the data type

    • Integer: A whole number. This corresponds to the Numeric Value field type.
    • Decimal: A number containing decimals. This corresponds to the Numeric Value field type.
    • String: A string of text. This corresponds to the Text Value field type.
    • Enum: An enumerated data type consisting of a set of named values called enumerators. This corresponds to the Text Set field type.
      Qtip: During the import, you have to provide a single value for each row in your import. Qualtrics does not support multiple values for a single row.
    • DateTime: A date and time. This corresponds to the Date field type.

    After your field is mapped, it will appear in the dropdown menu with a “zz” prefix.
    a custom field with the zz prefix

  13. Click Add Object.
    clicking add object and selecting b2b account hierarchy
  14. Select B2B Accounts Hierarchy.
  15. Using the dropdown menu, select T1 Account.
    choosing the data source and mapping fields

    Qtip: If importing data via SFTP, select the task that imported your account data.
  16. Map your fields according to the table below:
    Source field XM Directory field
    Id accountExternalReferenceId
    Parent.Id accountParentExternalReferenceId
    IsDeleted isDeleted
    Qtip: If you imported additional fields, you must map them here so they appear in XM Directory. To add an additional field, click Add Field and then choose your field from Salesforce as the Source field. For the XM Directory field, enter the name that you would like the field to display as in your XM Directory.
  17. Click Add Object.
    clicking add object and selecting b2b account client roles
  18. Select B2B Account Client Roles.
  19. Using the dropdown menu, select T1 Contact.
    choosing the data source and mapping fields. additionally, mapping individual values for the roleName field

    Qtip: If importing data via SFTP, select the task that imported your contact data.
  20. Map your fields according to the table below:
    Source field XM Directory field
    Account.Id accountExternalReferenceID
    Title roleName
    IsDeleted isDeleted
    Qtip: If you imported additional fields, you must map them here so they appear in XM Directory. To add an additional field, click Add Field and then choose your field from Salesforce as the Source field. For the XM Directory field, enter the name that you would like the field to display as in your XM Directory.
  21. For the roleName field, you need to map your individual values. Click the plus sign below this field to add values. Add as many values as you need to fully map your titles.
  22. Map your contact title values from Salesforce to XM Directory Role names. These roles are used to link contacts to accounts. The valid XM Directory Role names are:
    • DECISION_MAKER
    • INFLUENCER
    • PROCUREMENT_FINANCE_PERSON
    • PROGRAM_MANAGER
    • EXECUTIVE_SPONSOR
    • END_USER
    • ACCOUNT_MEMBER
      Example: In this example, contacts with no title in Salesforce (since the value is empty) will be assigned to “ACCOUNT_MEMBER” while contacts with the title “PM” will be assigned to “PROGRAM_MANAGER”.
      example role mapping
  23. Click Add Object.
    clicking add object and selecting b2b account management roles

    Qtip: The remainder of the setup is only relevant if you mapped Account Team Member data in your data extractor task. If you did not map Account Team Member data, then click Save.
  24. Select B2B Account Management Roles.
  25. Choose T1 AccountTeamMember.
    choosing the data source and mapping fields. additionally, mapping individual values for the roleName field

    Qtip: If importing data via SFTP, select the task that imported your account team member data.
  26. Map your fields according to the table below:
    Source field XM Directory field
    Account.Id accountExternalReferenceID
    User.Email userEmail
    TeamMemberRole roleName
    IsDeleted isDeleted
  27. For the roleName field, you need to map your values. Click the plus sign below this field to add values. Add as many values as you need to fully map your titles.
  28. Map your contact title values from Salesforce to XM Directory Role names. These roles are used to link contacts to accounts. The valid XM Directory Role names are:
    • ACCOUNT_EXECUTIVE
    • ACCOUNT_OWNER
      Attention: You may only have one ACCOUNT_OWNER role per account. If you have multiple ACCOUNT_OWNER roles, then only the first will be imported and the rest will be skipped.
    • CUSTOMER_SUCCESS_MANAGER
    • TECHNICAL_SALES_PROFESSIONAL
    • SALES_ENGINEER
    • CUSTOMER_SUPPORT_PROFESSIONAL OTHER_ACCOUNT_TEAM_MEMBER
      Example: In this example, records with Sales as the Title will be mapped to ACCOUNT_EXECUTIVE. Meanwhile, records with no Title (since the value is empty), will be mapped to OTHER_ACCOUNT_TEAM_MEMBER.
      example roleName mappings
  29. Click Save.

After your data is imported, you can view your accounts in your directory

Automating Distributions to Newly Imported Contacts

By combining the B2B setup with the XM Directory Task, you can automate survey invites to your newly imported Salesforce contacts.

  1. Using the above methods (Salesforce or SFTP), import your account data into Qualtrics.
  2. When configuring the Load data into XM Directory task, make sure to enable the Create a new mailing list for this directory each time this task is run setting.
    the create a new mailing list option enabled in the load data into xm directory task
  3. Give your mailing list a name.
  4. When finished mapping your fields, click Add new in the Actions editor.
    the add button in the actions window. task is selected
  5. Select Task.
  6. Choose the XM Directory task.
    selecting the xm directory task
  7. Select Distribute survey.
    choosing the distribute survey option
  8. Choose Dynamic Contact List as the Distribution Type.
    selecting the dynamic contact list option and choosing other aspects of the distribution
  9. Choose your distribution method, link type, and when the survey will send. See the XM Directory Task page for more information about these options.
  10. For the Library Field, click the {a} icon, hover over Load data into XM Directory, and select Library.
    the library field in a distribute survey task. the library option is selected in the piped text menu
  11. For the Mailing List Field, click the {a} icon, hover over Load data into XM Directory, and select Mailing List.
    the mailing list field in a distribute survey task. the mailing list option from the piped text menu is selected
  12. Configure the remainder of your distribution. See XM Directory Task for more information about the options available to you.
    setting up the message of an xm directory task
  13. When finished, click Save.

After completing this setup, a new mailing list will be created in your directory when your Salesforce import completes. The new mailing list will then automatically receive your survey invite once the import is complete.

Creating a Dashboard

To set up your dashboard, contact your Implementations Representative. If you need help contacting your Implementations Representative, reach out to your Customer Success Representative. Our team will assist with mapping your B2B data into a dashboard.

One of the most useful widgets for your B2B Command Center dashboard is the Strategic Accounts Widget. Visit the linked section for more information on setting up this widget.

For an introductory guide to CX Dashboards, check out the following pages:

Strategic Accounts Widget

The Strategic Accounts widget allows you to view trending Net Promoter Score (NPS) data for your accounts so you can analyze your accounts’ health.
the strategic accounts widget in a dashboard

Field Type Compatibility

Only Number Set field types are compatible with the Strategic Accounts Widget. However, this widget has a unique setup and doesn’t follow regular field type compatibility rules. See the below section on Widget Customization for more information about what fields can be used in which parts of the widget.

Widget Customization

For general information on how to add and edit widgets, visit the Building Widgets page. Continue reading for information about how to customize this specific widget.

NPS Source

The NPS Source is the field that contains your NPS data. This field should be mapped as a Number Set field type.

NPS Period

The NPS Period is the timeframe you’d like to use for analyzing trends in NPS. You can choose one of the following:

  • MoM: This stands for Month over Month. This period shows how the NPS score has changed as a percentage of last month’s value. We use calendar months to define month here (e.g., Jan 1 to Jan 31 is the first month, Feb 1 to Feb 28/29 is the second month, and so on).
  • QoQ: This stands for Quarter over Quarter. This period shows how the NPS score has changed as a percentage of last quarter’s value.
  • YoY: This stands for Year over Year. This period shows how the NPS score has changed as a percentage of last year’s value.
Example: Let’s say you use the MoM NPS Period, and you see that the score is +21. This means that the NPS score for that account increased by 21 points in relation to last month’s value.

Columns

The Columns are extra pieces of data you’d like to view in the widget along with your NPS data. By default, the following columns are automatically added:

  • Client: The name of your client
  • Health: The health of your client account. Values include Opportunity, Neutral, At Risk, and Not enough data.
  • ARR: ARR stands for Annual Recurring Revenue and is the total amount of your contract agreement with your client divided by the term of the agreement.
  • NPS: The Net Promoter Score for your client account.
  • Period over period: The percentage change of the client’s NPS score over the selected NPS Period.

You may add additional fields as columns in your widget. However, you may only use fields that are strictly part of the B2B dashboard dataset. You cannot use other pieces of data, such as survey responses or embedded data in your columns.

You can add additional columns to your widget by clicking Add Column and selecting a field. To remove a column, click the field and then select Remove.
the remove option to remove a column from the widget

Key Metrics

Key Metrics are additional fields you want to display in your account cards. You can display fields mapped from Salesforce, or fields from a survey, such as how the company rated you in their most recent CSAT survey. Click Add Metric and select a metric from the list to add it to the card.
additional key metrics are added to the widget

Qtip: You may display up to three metrics.

Click on a metric and select the Options tab to change the metric’s display, including choosing how many decimal points to display. You can choose to display your metric as a number, percent, or a currency.
the options tab for a strategic accounts widget metric

If you select currency, you’ll also need to determine the currency symbol. A dropdown menu will appear for choosing the field that contains the currency. You can also select Custom label and denote your own currency symbol instead.

Line Chart

The Line Chart adds a line chart to the account cards. This can be used to visualize how a metric has changed over time for an account. To add a line chart, click Add Metric and choose the field you want to display.
a line for NPS added to a strategic account widget