Through embedded Qualtrics widgets within ServiceNow, XM insights are brought to the daily workspaces of the team for better, more holistic decision making. Key XM areas like overall CSAT, sentiment drivers and ticket topics can live alongside operational SLA performance drivers such as ticket close rates and open tickets.  ** **

By meeting the team where they are already working, embedded XM can save time and reduce context switching costs while simplifying user management requirements.  ** **

- A Service Desk manager  is able to see a dashboard consolidated within ServiceNow with operational data such as ticket volume, SLA performance, tickets closed, open tickets etc, and also experience feedback, in the same dashboard, details such as:

- Overall CSAT

- CSAT by technician

- Sentiment drivers

- CSAT by ticket area

- IT Portfolio Manager These users are primarily interested in IT product feedback but they also want to know trends on IT tickets for the applications for which they are responsible.

- Frontline staff can use Experience ID information to address experience gaps and take personalized actions (beta) and see how their performance is resonating with their 'customers'

Qualtrics “User” includes those individuals indirectly (a) using the Cloud Services (e.g., via portal or API access) or (b) accessing Customer Data through an automated process.

Please reach out to your Qualtrics customer success manager (CSM) if interested in this feature to request access

- Added a new UI component for embedding Qualtrics XiD Profile Cards within ServiceNow.
- Profile Card lookup supports Contact ID, Email, and External Reference.