Account Management Command Center (CX)

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.

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:

• Salesforce
• SFTP server

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.

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

1. Using the navigation menu in the top left corner, select the Workflows page.
   
2. Click Create a workflow.
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 workflow a name.
   
6. Click the select frequency dropdown and choose the frequency that this workflow should run. We recommend you configure the workflow to run daily. See scheduled workflows for more information about setting the workflow frequency.
7. In your workflow, click the plus sign ( + ) and select Task.
8. Choose 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.
   
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.
    
11. Click Next.
12. Click Add object and select 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.
    
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:
      
      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.
    
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.
    
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:
      
      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.

1. Click Add object and select Account Team Member.
   
2. Click Add field to begin adding fields. Use this button to keep adding fields.
   
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:
     
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 workflow, click the plus sign ( + ) and select Task.
   
2. Choose 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.
   
   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.
   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.
   

   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.
   
9. Click Add Object.
   
10. Select B2B Accounts.
11. Using the dropdown menu, select T1 Account.
    
    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.
    
    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:

    • 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.
    

13. Click Add Object.
    
14. Select B2B Accounts Hierarchy.
15. Using the dropdown menu, select T1 Account.
    
    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.
    
18. Select B2B Account Client Roles.
19. Using the dropdown menu, select T1 Contact.
    
    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”.
      
23. Click Add Object.
    
    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.
    
    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.
      
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.
   
3. Give your mailing list a name.
4. When finished mapping your fields, click Add new in the Workflows editor.
   
   
5. Select Task.
6. Choose the XM Directory task.
   
7. Select Distribute survey.
   
8. Choose Dynamic Contact List as the Distribution Type.
   
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.
    
11. For the Mailing List Field, click the {a} icon, hover over Load data into XM Directory, and select Mailing List.
    
12. Configure the remainder of your distribution. See XM Directory Task for more information about the options available to you.
    
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 Account Management 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:

• Getting Started with CX Dashboards
• Step 1: Creating Your Project & Adding a Dashboard
• Step 2: Mapping a Dashboard Data Source
• Step 3: Planning Your Dashboard Design
• Step 4: Building Your Dashboard
• Step 5: Additional Dashboard Customization
• Step 6: Sharing & Administering Users

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 widget contains three account cards and a table displaying all accounts. As a dashboard viewer, you can navigate the widget by:

1. Use the sort menu in the top right hand corner to change whether account cards are presented in ascending or descending order.
2. If your widget has more than three accounts, then you can navigate through the different pages of account cards by clicking the arrow buttons below the cards.
3. You can sort the account table by clicking a metric at the top of the table. An arrow will indicate if the table is sorted by ascending or descending order.
4. If your widget’s account table has multiple pages, use the arrow buttons below the table cycle through the table pages.
5. Click on an account card or an account in the table to view data for just that account. Click the card again to go to the unfiltered view.
   

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.

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.

Cards

The options in the Cards section determines how the cards in your widget are sorted. Use the Sort by dropdown to choose the metric that cards are sorted by.

Then, choose if cards should be presented in Ascending (smallest values first) or Descending order (largest values first) by default.

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.

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.

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.

Records Per Page

The Records per Page option determines how many accounts appear in the accounts table at the bottom of the widget. Use the dropdown menu to change the number of accounts that appear per page.

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.