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Using XM Discover Enrichments as Case Management Flags Example

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About Using XM Discover Enrichments as Case Management Flags Example

Qtip: The steps mentioned in this example require familiarity with the basic concepts of XM Engage and XM Discover products.

This example focuses on how to set up the XM Engage/XM Discover integration to supplement XM Engage surveys with enrichment fields from XM Discover. These XM Discover-based fields will return TRUE whenever a survey mentions a specific topic and either sentiment or Effort score for that particular sentence is lower than a certain threshold. You can then configure automated actions to use these fields as flags for tickets or cases in XM Engage.

To set up the XM Engage/XM Discover integration, you need to follow these steps:

  • Step 1: Create a Category Model in XM Discover
  • Step 2: Create Embedded Data Fields in XM Engage
  • Step 3: Load Survey Data from XM Engage to XM Discover
  • Step 4: Update Embedded Data Fields in XM Engage with XM Discover Enrichments
  • Step 5: Configure Automated Actions Based on Flag Fields

Step 1: Create a Category Model in XM Discover

In XM Discover, sign in to Designer and create a category model with three topics dedicated to the issues you wish to cover.

Example: Create a demo “Case Management” model with three topics to cover “Billing,” “Collections,” and “Payments.”
Qtip: We recommend keeping the number of topics that will trigger the cases fairly low to make the process easier to manage. You can add child topics if needed.

To learn more about creating category models, please see Creating a Category Model.

Step 2: Create Embedded Data Fields in XM Engage

In XM Engage, create embedded data fields to store XM Discover enrichments.

Example: Create one text field for each topic in the category model you’ve created in XM Discover: “XM_Billing,” “XM_Collections,” and “XM_Payments.”
Qtip: Consider adding an “XM” or similar prefix to these fields to easily distinguish them from other survey-related metadata.

To learn how to add these fields to surveys, please see the Embedded Data support page.

Step 3: Load Survey Data from XM Engage to XM Discover

  1. In XM Discover, sign in to Connectors and set up a Qualtrics inbound connector job to load survey data from XM Engage.
  2. Set the following mappings:
    • Survey ID: Map the surveyId field to keep track of individual survey documents.
    • Embedded data fields: Set the embedded fields you’ve created in XM Engage (CB_Billing, CB_Collections, and CB_Payments) to Do Not Map.

Step 4: Update Embedded Data Fields in XM Engage with XM Discover Enrichments

In XM Discover, sign in to Connectors and set up a Qualtrics outbound connector job with the following settings:

Settings Description
Data level On the Query Configuration page, set the Select the data level setting to sentences.
Data mapping On the Query Configuration page, set the Select the data level setting to sentences.

  • Natural ID: Keep the natural_id field mapped to responseId.
  • Embedded data fields: Map each embedded data field to model-name where model-name is the name of the category model that contains your case management topics.
    For example: Map each embedded data field to classifications.Case Management.
  • Other fields: Set all fields except for natural_id and embedded data fields to Do Not Map.
Transformations On the Map Desired Fields into Qualtrics page, set the following transformation for each embedded data field:

IF(CONTAINS(FIELD(“classifications.model-name”), “topic-name”) and (sentiment <= -2 or attributes.cb_sentence_ease_score <= -1), “TRUE”, “”)

where “model-name” is the name of the category model with your case management topics and “topic-name” is the name of the specific topic. Update sentiment and Effort score thresholds if needed.

For example: Set the following transformation for the XM_Billing field:

IF(CONTAINS(FIELD(“classifications.Case Management”), “Billing”) and (sentiment <= -2 or attributes.cb_sentence_ease_score <= -1), “TRUE”, “”)

To learn more about transforming data, please see Building Expressions.

Step 5: Configure Automated Actions Based on Flag Fields

In XM Engage, once the embedded data fields are populated, one of the following happens:

  • If the conditions for a case are met, the field will return TRUE.
  • If the conditions for a case are not met, the field will remain empty.

Configure automated actions correspondingly to use these fields as flags for tickets or cases.