- Overview of Workflows
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What are Workflows and Why Use them?
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Understanding Workflows and Tasks
- How to Set Up CX Workflows
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How to Set up a Detractor Workflow 7 min
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How to Set up a Critical Support Workflow 5 min
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How to Set up a Promoter Engagement Workflow 3 min
- Managing and Testing Workflows
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How to Navigate the Workflows Hub 2 min
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How to Test and Manage Workflows
How to Set Up CX Workflows
Configure event-based workflows in Qualtrics to automatically alert the right teams when customer satisfaction drops, a support case goes unresolved, or a promoter identifies an opportunity.
Summary
This course teaches you how to use Qualtrics Workflows to automate real-time responses to customer feedback, moving your CX program from passive monitoring to active intervention. You will build three event-based workflows aligned to the Blueprint: a Detractor Alert that notifies account managers when a customer scores 0–6 on NPS, a Critical Support workflow that escalates unresolved cases to a manager within four hours, and an optional Promoter Engagement workflow that automates outreach to customers scoring 9–10. The course closes with lessons on navigating the Workflows Hub and testing your workflows before activation.
Course Learning Objectives
Upon completing this course, you will be able to:
- Identify the three core components of a workflow: event, conditions, and tasks.
- Build a Detractor Alert Workflow and a Critical Support Workflow using survey response events.
- Navigate the Workflows Hub to manage, pause, and monitor active workflows.
- Test a workflow to confirm it triggers and executes tasks correctly before activation.
Recommended For
- CX Program Managers and CX Analysts
Features Covered
- Workflows (Event-Based)
- Workflow Events, Conditions, and Tasks
- Email Task
- Salesforce / CRM Integration Task (case creation)
- Slack / Microsoft Teams Notification Task
- Workflows Hub
- Workflow Testing