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B2B 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 B2B 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 B2B Command Center, you can integrate your Salesforce data with your Qualtrics 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.

Mapping Salesforce Data

Before you can use the B2B Command Center, you need to import your Salesforce data and map it to your XM Directory. This is accomplished by using a scheduled action.

  1. Navigate to the Actions page by clicking Actions in the top right hand corner of your account.
    creating a new scheduled action in the actions page
  2. Make sure you’re in the My Actions section.
  3. Click Create New Action.
  4. Select Scheduled.
  5. Give your action a name.
    creating a scheduled event
  6. Click the select frequency dropdown and choose Daily.
  7. Select the time of day the action will run.
    selecting when the scheduled event will run
  8. Choose the timezone for when the action will run.
  9. Click Add Task.
  10. Choose the Extract data from Salesforce task.
    the extract data from salesforce task in the task selection window
  11. Select a Salesforce account to use. You can select any Salesforce accounts you’ve previously collected, or any accounts a Brand Administrator has connected for use in App Integrations.
  12. 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 for editing or removing an account
  13. Click Next.
  14. Click Add Object.
  15. Choose both Account and Contact.
  16. Select the Account object you just added.
    adding fields to the account object
  17. If desired, use the Salesforce list dropdown menu to limit which accounts are imported based on the list’s filter criteria in Salesforce. If no option is selected, then all accounts will be imported.
  18. Click Add Field.
  19. Use the select field dropdown menu to select a field to map. In order for the B2B 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 fields for account objects. the fields are: account id, deleted, account name, and parent account id > account id
  20. To remove a field, click the trash can icon next to the field.
    Qtip: You can map custom fields to be imported as well. However, the mapping for these fields needs to be performed by Qualtrics. Please reach out to your Customer Success Representative about mapping your custom fields. You can continue setting up the task and then edit it later to add your custom fields.
  21. Select the Contact object you added earlier.
  22. Click Add Field.
  23. Use the select field dropdown menu to select a field to map.
    adding fields to the contact object
    In order for the B2B 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 fields for a contact object. the fields are contact id, deleted, title, account id > account it, email, first name, and last name
  24. Click Add Field to map your additional fields. After mapping the mandatory fields, you can map any additional fields you’d like to record in Qualtrics.
  25. Click Save.
  26. Click Add new and select Task.
    the add button is clicked and task is selected
  27. Select the Load data into XM Directory task.
    the load data into xm directory task in the task selection window
  28. Use the dropdown menu to select your default directory. At this time, you can only map data to your default directory. By default, all contacts that are imported via this task will be uploaded to the directory without a contact list. creating the xm directory mapping by selecting a directory and adding objects
    Qtip: Once you start mapping fields, 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 with the specified name.
    The checkbox for creating a new mailing list when the import runs
  29. Now it is time to map your Salesforce object fields to your XM Directory. The following field mappings are required. You may map additional fields for your own setup, but the fields listed below are the minimum requirements to use the B2B Command Center. To begin mapping fields, click Add Object.
  30. Select Contacts.
  31. Using the dropdown menu, select Contact.
    mapping fields to a contacts object
  32. Map your fields according to the table below:
    Source field XM Directory field
    Id contactExternalReferenceId
    FirstName firstName
    LastName lastName
    Email email
    IsDeleted isDeleted
    Qtip: If you imported additional fields from Salesforce, you must map them here so they appear in XM Directory. To add a 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.a custom field mapped in the b2b interface
  33. Click Add Object.
    adding the b2b accounts object
  34. Select B2B Accounts.
  35. Using the dropdown menu, select Account.
  36. Map your fields according to the table below:
    Source field XM Directory field
    Id accountExternalReferenceID
    Name displayName
    IsDeleted IsDeleted
  37. For the IsDeleted field, you need to map values. Click the plus sign twice to add two values.
    mapping values for the IsDeleted Field
  38. In the first set fields, type false into the first box and active into the second box.
    mapping values for the IsDeleted field
  39. In the second set of fields, type true into the first box and inactive into the second box.
  40. Click Add Object.
  41. Select B2B Accounts Hierarchy.
  42. Using the dropdown menu, select Account.mapping the b2b accounts hierarchy fields
  43. Map your fields according to the table below:
    Source field XM Directory field
    Id accountExternalReferenceId
    Parent.Id accountParentExternalReferenceId
    IsDeleted isDeleted
  44. Click Add Object.
  45. Select B2B Account Client Roles.
  46. Using the dropdown menu, select Contact.mapping firleds for the b2b account client roles field
  47. Map your data according to the table below:
    Source field XM Directory field
    Id contactExternalReferenceId
    Account.Id accountExternalReferenceID
    Title roleName
    CreatedDate createdAt
  48. 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.
  49. 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”.
  50. Click Add Object
  51. Select B2B Account Management Roles.
  52. Using the dropdown menu, select AccountTeamMember.mapping the b2b account management roles fields
  53. Map your data according to the table below:
    Source field XM Directory field
    Account.Id accountExternalReferenceID
    User.Email userEmail
    TeamMemberRole roleName
    IsDeleted IsDeleted
  54. 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.
  55. 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.
      account management roles example
  56. Click Save.

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. Follow the instructions in the Mapping Salesforce Data section to map your Salesforce fields to XM Directory fields and to set up your import.
  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 changing the metric type

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 chart displaying NPS over time has been added to the widget