SSO Admin Audit On Qualtrics

Contents

Definition and Background

Qualtrics is a Software as a Service (SaaS), which has a Salesforce enabled plugin extension(s) used to receive and send data from and into AggieService through defined APIs. Any data received from set endpoints is processed further based on set workflow rules within Qualtrics. Qualtrics is used by Salesforce (AggieService) and The Shared Services Organization (SSO) Leadership to receive survey responses on how individual cases were managed to the satisfaction or dissatisfaction of the case Submitters and Points-of-Contact during the lifecycle if each case.

During the end of an AggieService case, Submitters and Points-of-Contact (if any) can fill out the survey and score how each of these cases were processed by the Service Provider.

Problem statement

With the entry of the Health Leaves team into AggieService, conversations, and questions have arisen. This has given the AggieService team the opportunity to review the current process. This overview will identify the pros and cons for the current process and touch on possible enhancement pros and cons. This will conclude with recommendations to the Health LOA team.

Question from Health Leaves:

· Can Qualtrics send the Qualtrics survey to the affected employees as well?

o Considerations

§ Can this only affect Case Record Type: Leaves. Leaves – Block, Leaves - Intermittent?

§ Will the affected employee email be in addition to Submitters and Points-of-Contact, or instead of?

· Can Qualtrics data be brought into Salesforce (AggieService)?

o Considerations:

§ AggieService sends data to Qualtrics through an API set, what data will be sent back to Aggieservice?

§ What needs to be done to accomplish this?

§ Is the current setup of data and reporting happening on the Qualtrics side sufficient?

§ Do we need to send case survey responses back to AggieService from Qualtrics for reporting?

§ Will sending data back to AggieService create a situation where the same data will be stored in two places? What are the security concerns of this?

§ Are areas we need to improve on include how Qualtrics data is being sent?

·

Current Process

When an AggieService case is closed, two auto generated emails are sent to the Submitter and Point-of-Contact (if any). Considering Health LOA’s inquiry, it is possible to send a Qualtrics survey to the Affected Employee. Flows can be implemented to send to three Case Record Types: Leaves, Leaves-Block and Leaves – Intermittent Affected Employees the Qualtrics Survey.

Figure 1 Case Closed field.

· Email 1: [AggieService #0092XXXX] Case Closed

· Sent to BOTH Submitter and Point-of-Contact (if any)

· Contains Resolution Notes

Figure 2 Case Closed Email 1

· Email 2: AggieService customer satisfaction: how'd we do?

· Sent to BOTH Submitter and Point-of-Contact (if any)

· Request completion of Qualtrics

· When the recipient clicks on the link in the email, they are directed to the Qualtrics Survey website.

· It is a three-question survey.

Figure 4 Case Closed Qualtrics Survey Questions

· Text:

AggieService Customer Satisfaction Survey

Thank you for taking time out to help us help you! Please fill out the following questions and let us know how best we can improve our service to you in the future.

Overall, how satisfied are you with your level of service regarding your case?

· Very satisfied

· Satisfied

· Neither satisfied nor dissatisfied

· Dissatisfied

· Very dissatisfied

Which of the following factors most influenced your rating?

· Accuracy

· Communication

· Consistency

· Clarity

· Timeliness

· Other

Please provide any additional feedback about your overall customer experience:

· Confirmation message: We thank you for your time spent taking this survey. Your response has been recorded.

Current State Technical Implementation Logic:

· Please reference.

o AggieService Qualtrics Survey Implementation Logic document : https://docs.google.com/document/d/1pEVS_pcOSNdk1k1EyfdDogCYTNj6lwlqYYYsvi3AVrk/edit?usp=sharing

o Slide deck: https://drive.google.com/file/d/1rh5oPmPrrb8rhSBbzsPdg4m4Q9tfZa3A/view

Current State Reporting

Survey Results are recorded in Qualtrics.

· Review Data: https://ucdavis.co1.qualtrics.com/homepage/ui

The SSO generates and sends two reports to leadership.

· Weekly on Mondays via Qualtrics auto generated emails. Email is sent with all the case surveys with scores less than 2 out of five. The expectation from Leadership is the service provider and their manager will review together. Manager will contact the Submitter and Point-of-Contact for further resolution.

Figure 5 Qualtrics generated weekly reports for scores 2-5.

· Monthly reports pull all survey data collected by the service desk and added to Box folder Monthly SSO Satisfaction Survey Results (https://ucdavis.box.com/s/y0zxycvra6ea80w85fj1e94degzhcggt ) for leadership to review and archive. Files collected monthly as follows.

i. Month Year Satisfaction Survey Results at A Glance.pptx

ii. Month Satisfaction Survey SSO and Health.pdf

iii. Month Year SSO Satisfaction Survey Health Included.xlsx

iv. Month Year Satisfaction Survey Functional Areas.pdf

· Qualtrics Projects: 201910 SSC Service Satisfaction Survey - ACTIVE

Figure 6 Qualtrics Project for all SSO.

· Reports: Data and Analysis

Figure 7 Qualtrics SSO Reporting

Pros of the Current State of Qualtrics:

Integration Capabilities

· Salesforce (AggieService) sends case data one way to Qualtrics. Case Survey data collected exists only in Qualtrics.

Customizable Surveys

· We can tailor questions, branding, and advanced logic.

Multi-Channel Distribution

· Qualtrics supports email, SMS, web links, and QR codes. Currently we only use email distribution due to security considerations.

Real-Time Reporting

· Provides instant feedback and customizable dashboards within Qualtrics.

· Built-in data visualizations make it easier to interpret the information without needing to rely on complex data analysis skills.

Automated Reports and Alerts

· Real-time notifications to team leadership to help respond to feedback quickly.

Survey Logic

· Features like skip logic, display logic, and embedded data enhance survey experience.

Security and Compliance

· Meets industry standards like GDPR, HIPAA, and ISO 27001 for data protection. Keeping the data in one place prevents data redundancy. Limits risk of unauthorized user access.

Cons of the Current State of Qualtrics:

Integration Capabilities:

· There is no case survey data collected in Salesforce (AggieService). Salesforce (AggieService) reporting and dashboards cannot be used to pull case survey data.

Ongoing Maintenance:

· The Service Desk manages reporting. The weekly automated emails are maintained and updated to reflect team member changes either by reviewing existing organizational charts or by the direction of team supervisor. Monthly reporting is manually pulled and organized for leadership to review and use for their own reporting.

Recommendations: Current State

UC Davis Health LOA team can use the current state with the two following enhancements. First

Flows - Configure Flows to send Qualtrics surveys to Affected Employees for the following Case Record Types: Leaves, Leaves-Block, and Leaves–Intermittent only. All other case record types will remain unchanged. Clarification is needed on whether the Affected Employee’s email will be in addition to the Submitter's and Point-of-Contact’s (if any) or in place of them.

Customized Survey Design - The Health LOA team will design its own Qualtrics survey questions to better align with customer satisfaction metrics.

Reporting will remain as-is and can be shared with the Health LOA Supervisor and Director. It will be up to Health LOA leadership to determine whether the current data and reporting setup, along with these two enhancements, meets their needs.

What can we do better? Enhanced Integrations

We have not leveraged integrations between both platforms to its full potential. Keeping in mind if this enhancement is even needed. Below are the considerations of bringing survey data back into the case.

Qualtrics data brought back into Salesforce (AggieService)

We can further enhance our current process by bringing Qualtrics survey data back into Salesforce and mapping it to the corresponding case. Data can be brought back as a Related Associated Record object designed to hold responses. See example below titled Voice of the Customer (VoC). In the example, the Net Promoter Score (NPS) of the Survey Questions is mapped into the VoC object as well as text from the survey Comments question.

Figure 8: ("Qualtrics to Salesforce Integration" 0:29:53)

Example of Qualtrics survey data mapping back into a Salesforce (AggieService) case. VoC Name Details:

Figure 9("Qualtrics to Salesforce Integration" 0:30:06)

Pro of Qualtrics integrating with Salesforce (AggieService)

Integrations Capabilities

· Real-Time Sync: Able to synchronize in real-time Qualtrics survey data to Salesforce, allowing leadership to instantly access client feedback or survey responses directly within the case.

Enhanced Reporting and Analytics

· Custom Dashboards: Use Salesforce’s reporting tools combined with Qualtrics data to create custom dashboards that track key metrics, such as customer satisfaction and case resolution times.

Client Engagement

· Real-Time Sync: With real-time analytics from Qualtrics, leadership can quickly assess the state of ongoing cases and take immediate corrective actions.

Customizable Surveys

· Custom Solutions: The integration is customizable for different case types.

Security and Compliance

· Data Protection: Both Salesforce and Qualtrics ensure that sensitive client information collected through surveys is stored and managed in compliance with regulations like GDPR or HIPAA.

Cons of Qualtrics integrating with Salesforce (AggieService)

Complex Setup and Integration

· Technical Setup: Setting up the integration between Qualtrics and Salesforce requires technical expertise (,) as it involves configuring APIs, synchronizing data, and setting up automated workflows.

· Ongoing Maintenance: Regular monitoring and maintenance of the integration may be necessary to ensure that data is consistently synchronizing properly, possibly requiring additional resources.

· Transfers: API calls between Salesforce and Qualtrics could be intercepted if not secured properly.

· Sync Issues: Incomplete or duplicate records may cause inconsistencies between platforms.

Costs

· Support Cost: If we require custom integrations or third-party support, there may be additional costs connecting Qualtrics with Salesforce.

Dependence on Technology

· System Downtime: If either Salesforce or Qualtrics experiences downtime or technical issues, it could disrupt case workflows or survey data collection.

· Incomplete or duplicate records may cause inconsistencies between platforms.

Security and Compliance

· Data Protection: Qualtrics data will be stored on both platforms for cloud storage. Salesforce using Salesforce Secure Cloud and Qualtrics using Amazon Web Services (AWS).

· Unauthorized Access: Weak permissions could allow unauthorized users to access or modify sensitive customer data.

· Third-Party App Vulnerabilities: If additional third-party apps are integrated, they may introduce security gaps.

Further Considerations: Security and Compliance

Data will be shared using API integrations between Qualtrics and Salesforce. While the Qualtrics-Salesforce integration is powerful, it must be properly secured to prevent data breaches, unauthorized access, or compliance violations. Regular audits, encryption, and strong access controls will have to be put in place to reduce risks.

Recommendations: Integrating Qualtrics data with Salesforce (AggieService)

In addition to the two proposed enhancements, flows and customized survey design, integrating Qualtrics data with Salesforce (AggieService) can significantly improve data collection, reporting, and client engagement. However, this integration presents challenges (,) including complexity, costs, security risks, and potential information overload.

Action items: the Health LOA team will need to design proprietary Qualtrics survey questions to align with customer satisfaction metrics. We recommend SSO and Health LOA leadership should carefully evaluate the benefits and drawbacks of this use case scenario to ensure the integration aligns with their operational goals and resource capabilities.

Appendix

· Document Salesforce (AggieService) Qualtrics Survey implementation logic.

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AG-1750 - Getting issue details... STATUS

· SSO Audit on Qualtrics

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AG-2043 - Getting issue details... STATUS

References:

· "Qualtrics to Salesforce Integration." Youtube, uploaded by SalesforceUSA, 1 Mar. 2021, Qualtrics to Salesforce Integration .

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