Integrate ServiceNow instance with Qualtrics. Manage web-based survey distribution in Qualtrics from your ServiceNow instance.

Request apps on the Store

Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

Integration Hub subscription

This spoke requires an Integration Hub subscription. For more information, see Legal schedules - IntegrationHub overview.

Spoke version

Qualtrics spoke v1.2.4 is the latest version.

Supported versions

This spoke was built for Qualtrics v3, but may be compatible with later versions.

Spoke requirements

Qualtrics account.

Spoke dependencies

If you’re having trouble installing the app, ensure that these dependent plugins are installed:
  • ServiceNow Integration Hub Runtime (com.glide.hub.integration.runtime)
  • ServiceNow Integration Hub Action Template - Data Stream (com.glide.hub.action_type.datastream)
  • ServiceNow Workflow Studio - Dynamic Inputs (com.glide.hub.dynamic_inputs)
  • ServiceNow Integration Hub Action Step - REST (com.glide.hub.action_step.rest)
  • Complex Object (com.glide.cobject)
Note: Some of these plugins are licensable features and require appropriate licenses, if used outside the spoke implementation.

Spoke flows

The Qualtrics spoke provides sample flows to demonstrate automating the Qualtrics tasks. To customize a sample flow, copy it to a new application scope. Available sample flows include:

Flow Description
Create distribution when incident is closed Creates a distribution for a survey and sends the survey to the incident caller, when an incident is closed.
Look up Contact by Email Retrieves details of the customer and the customer score. That is, customer value and customer satisfaction, which can be high or low based on the configured decision policy.
Upsert Contact or Consumer to Qualtrics Updates details of the existing consumer records or creates consumer record in Qualtrics.

This flow is triggered when a record in created or updated in the Contacts and Consumers module of your ServiceNow instance.

When a record is created the Contacts and Consumers module of your ServiceNow instance, the Upsert Contact or Consumer to Qualtrics flow is triggered and creates the record in Qualtrics. Also, Reference ID that is generated in Qualtrics, is updated in the Contacts and Consumers module of your ServiceNow instance.

Spoke subflows

The Qualtrics spoke provides sample subflows to demonstrate automating Qualtrics tasks. To customize a sample subflow, copy it to a new application scope. Available sample subflows include:

SubflowDescription
Look up Contact in Mailing List Retrieves the look up ID of the specified contact.
Look up Mailing List by Name Retrieves ID of the mailing list for the specified name.
Look up Message by Name Retrieves ID of the message for the specified name.
Look up Survey by Name Retrieves ID of the survey with the specified name.

Spoke actions

The Qualtrics spoke provides actions to automate Qualtrics tasks when events occur in your ServiceNow instance. Available actions include:

Category Action Description
Contact Management Create Contact Creates a contact in the specified directory.
Look up Contact by Email Retrieves contacts in a directory of the required email address.
Look up Contact Distribution Email History Stream Retrieves the distribution email history for the specified contact in a directory.
Look up Contact Distribution Response Histories Stream Retrieves a list of distribution response history for a specified contact in a directory.
Look up Contacts Stream Retrieves a list of contacts from a directory.
Update Contact Updates the specified contact details in the specified directory.
Distribution Management Create Distribution Creates a distribution for a survey.
Look up Distribution Links Stream Retrieves a list of distribution links for an existing distribution of the specified survey.
Look up Distributions Stream Retrieves a list of distributions for a survey.
Library Management Look up Library Messages Stream Retrieves a list of messages in a library.
Mailing List Management Create Contact in Mailing List Creates a directory contact in a specified mailing list.
Look up Contact in Mailing Lists Stream Retrieves a contact from a mailing list in the specified directory.
Look up Mailing Lists Retrieves a list of mailing lists in a directory.
Remove Contact from Mailing List Removes a contact from the specified mailing list.
Metadata Retrieval Look up Directories Metadata Retrieves the metadata of a list of directories within a brand.
Note: Ensure that this action is always used along with relevant actions that use dynamic inputs.
Look up Libraries Metadata Retrieves a list of libraries.
Note: Ensure that this action is always used along with relevant actions that use dynamic inputs.
Survey Management Look up Surveys Retrieves a list of surveys available to the user.
Event Subscription Management Create Subscription Creates an event subscription.
Look up Subscription by Subscription ID Retrieves all event subscriptions.
Look up Subscriptions Stream Retrieves all event subscriptions.

Spoke modules

The Qualtrics spoke provides these modules.
Module Description
Contacts and Consumers Create, view, and modify the contact and consumer records. When a record is created or updated here, the Upsert Contact or Consumer to Qualtrics flow is triggered.
Qualtrics Score Mapping Answers View the score mapping answers.

Connection and credential alias requirements

Integration Hub uses aliases to manage connection and credential information. Using an alias eliminates the need to configure multiple credentials and connection information profiles when using multiple environments. If the connection or credential information changes, you don't need to update any actions that use the connection. For more information, see Connections and Credentials.

For information about setting up the spoke, see Set up the Qualtrics spoke.