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Qualtrics - Using Workflows
This article contains information on how to use Workflows to trigger actions within Qualtrics.
Components of a Workflow
Workflows can be accessed and configured in the Workflows section of the Global Navigation Menu or the Workflows tab within a survey project.
Best practice is to use a Survey Project, as from there, the run history and audit log for an individual workflow can be viewed.
There are two types of Workflows available within Qualtrics. These are Event-based Workflows and Scheduled Workflows.
Event-based Workflows vs. Scheduled Workflow
Event-based Workflows consist of three components:
Events are the intake component of a Workflow. They are used in conjunction with conditions to determine when a Workflow task(s) is triggered; for example to trigger an email only on a detractor response. When setting up an event in Qualtrics, there are a few options when it comes to the "type of event" that can be used to trigger a task. These include, but are not limited to:
- Survey Response
- SalesForce Workflow Rule
- Ticket Event
- JSON Event
- Facebook Messenger
The most common event used is the Survey Response.
Conditions are the parameters that need to be met, in addition to the event previously selected, in order for the chosen task to be triggered. Conditions are optional and do not need to be added to the Workflow. However, it is recommended to include conditions in order to customize your Workflow and make the action process as granular as possible. This ensures that the correct teams are notified for the relevant tasks.
Note: The Conditions available are dependent on the type of event that is selected . For example, in survey response events, you can choose between the following condition options: Question Embedded Data Quota Status
Tasks are the output component of a Workflow. They are only executed from the Event if the Condition (if any) is met. There are several types of Tasks, such as: sending emails, creating tickets, updating contact lists and integrating with external systems through standard out-of-the-box solutions or custom solutions.
Scheduled Workflows are similar and consist of two components: Scheduled time Task
This means that, for a Scheduled Workflow, the task is not triggered by a chosen event but is instead triggered when the date and time specified by the user who created the Workflow is met. Schedule workflows can be used when you want an action to take place on a recurring daily, weekly or monthly basis. For example, importing contacts to the XM Directory.