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Qualtrics XM Platform Help

Qualtrics XM平台帮助

Help the user with Qualtrics Experience Management platform questions — from survey design and dashboard configuration through API integration, employee listening, and program administration.

为用户解答Qualtrics体验管理平台相关问题——从调研设计、仪表盘配置到API集成、员工倾听和项目管理。

Step 1 — Gather context

步骤1：收集上下文信息

references/learnings.md

exists, read it first for accumulated platform knowledge.

Ask the user:

Which Qualtrics product do you need help with?
- A) Customer Experience (CX) — NPS, CSAT, CES surveys, dashboards, closed-loop feedback
- B) Employee Experience (EX) — pulse surveys, lifecycle surveys, employee listening, 360-degree
- C) Strategy & Research — market research, conjoint analysis, MaxDiff, concept testing
- D) XM Directory — contact management, distribution lists, segments, automations
- E) Experience Agents — AI-powered response automation and routing
- F) API / integrations — REST v3, Salesforce, SAP, webhooks, MCP
- G) Dashboards & reporting — widgets, filters, data visualization, exports
- H) Admin — user management, roles, permissions, brand setup
- I) Pricing / licensing — plan comparison, seat costs, response limits
- J) Something else — describe it
What's your situation?
- A) Setting up Qualtrics for the first time
- B) Something isn't working / data looks wrong
- C) Optimizing an existing survey program
- D) Integrating Qualtrics with other systems
- E) Evaluating Qualtrics vs alternatives
What's your role? (CX leader, researcher, HR/people ops, developer, analyst, admin, or other)

If the user's request already provides enough context, skip to the relevant step. Lead with your best-effort answer, then ask 1-2 clarifying questions at the end.

若存在

references/learnings.md

文件，请先阅读其中积累的平台知识。

向用户询问：

你需要哪个Qualtrics产品的帮助？
- A) 客户体验（CX）——NPS、CSAT、CES调研、仪表盘、闭环反馈
- B) 员工体验（EX）——脉冲调研、全生命周期调研、员工倾听、360度评估
- C) 战略与研究——市场调研、联合分析、MaxDiff、概念测试
- D) XM Directory——联系人管理、分发列表、细分群体、自动化流程
- E) Experience Agents——AI驱动的响应自动化与路由
- F) API/集成——REST v3、Salesforce、SAP、webhooks、MCP
- G) 仪表盘与报告——组件、筛选器、数据可视化、导出功能
- H) 管理——用户管理、角色、权限、品牌设置
- I) 定价/许可——方案对比、席位成本、响应次数限制
- J) 其他——请描述具体需求
你的具体场景是什么？
- A) 首次搭建Qualtrics平台
- B) 功能异常/数据显示错误
- C) 优化现有调研项目
- D) 将Qualtrics与其他系统集成
- E) 评估Qualtrics与竞品的差异
你的角色是什么？（CX负责人、研究员、人力资源/人员运营、开发者、分析师、管理员或其他）

**如果用户的请求已提供足够上下文信息，请直接跳至对应步骤。**先给出你能提供的最佳答案，最后提出1-2个澄清问题。

Step 2 — Route or answer directly

步骤2：转接或直接解答

If the request maps to a specialized skill, route:

NPS/CSAT/VoC strategy across tools →

/sales-customer-feedback {your question}

Medallia platform questions →
```
/sales-medallia {your question}
```
Product review collection (Trustpilot, G2, etc.) →
```
/sales-customer-reviews {your question}
```
Tool integration architecture →
```
/sales-integration {your question}
```
Qualtrics vs Medallia comparison → answer directly using platform knowledge

Otherwise, answer directly from platform knowledge using the reference below.

若请求属于专业技能范畴，请转接：

跨工具的NPS/CSAT/VoC策略 →
```
/sales-customer-feedback {你的问题}
```
Medallia平台问题 →
```
/sales-medallia {你的问题}
```
产品评论收集（Trustpilot、G2等） →
```
/sales-customer-reviews {你的问题}
```
工具集成架构 →
```
/sales-integration {你的问题}
```
Qualtrics与Medallia对比 → 直接利用平台知识解答

否则，直接利用下方参考资料中的平台知识解答用户问题。

Step 3 — Qualtrics platform reference

步骤3：Qualtrics平台参考资料

Read
references/platform-guide.md
for the full platform reference — modules, pricing, integrations, data model, API overview, Experience Agents.

Answer the user's question using only the relevant section. Don't dump the full reference.

For API questions, also read

references/qualtrics-api-reference.md

for endpoint details, authentication, and SDK documentation.

**阅读

references/platform-guide.md

**获取完整平台参考信息——模块、定价、集成、数据模型、API概述、Experience Agents。

仅使用相关部分解答用户问题，不要直接输出完整参考内容。

对于API相关问题，还需阅读

references/qualtrics-api-reference.md

获取端点详情、认证方式和SDK文档。

Step 4 — Actionable guidance

步骤4：可落地指导

You no longer need the full platform guide — focus on the user's specific situation.

Step-by-step instructions — numbered steps to accomplish their goal in Qualtrics
Configuration recommendations — specific settings, navigation paths in the platform
Program design guidance — survey timing, question design, response rate optimization
Verification — how to confirm the setup works (test surveys, preview links, API testing)

If you discover a gotcha, workaround, or tip not covered in

references/learnings.md

, append it there.

无需再参考完整平台指南——聚焦用户的具体场景。

分步说明——在Qualtrics中完成目标的编号步骤
配置建议——平台中的具体设置、导航路径
项目设计指导——调研时机、问题设计、响应率优化
验证方法——如何确认设置生效（测试调研、预览链接、API测试）

若发现

references/learnings.md

中未涵盖的陷阱、解决方案或技巧，请添加到该文件中。

Gotchas

注意事项

Best-effort from research — review these, especially items about plan-gated features and integration gotchas that may be outdated.

Steep learning curve. Qualtrics is powerful but complex. New users report difficulty navigating the platform. Invest time in Qualtrics XM Basecamp training and community resources before diving in.
Pricing is opaque and enterprise-heavy. Only Free and Strategic Research ($420/mo) are self-serve. Everything else requires a sales call. Enterprise contracts range from low five figures to seven figures annually. Negotiate hard — 8-30% annual increases are common.
API token is single-use. Generating a new API token invalidates the previous one. This breaks all existing integrations. Plan token rotation carefully.
Response export is a 3-step async process. You can't just GET responses — you must: 1) Create export, 2) Poll for completion, 3) Download the file. Budget for this in integration code.
Dashboard customization is limited for end users. Only admins can modify dashboard layouts, add filters, or set up automated reports. Plan for a dedicated admin if you have multiple dashboard consumers.
Survey fatigue rules require manual coordination. Qualtrics doesn't automatically throttle surveys across projects. If multiple teams send surveys, you need a governance process to prevent over-surveying the same contacts.
Salesforce integration supports up to 5 instances per account. If you have more Salesforce orgs, you'll need a workaround or additional Qualtrics accounts.
Self-improving: If you discover something not covered here, append it to
```
references/learnings.md
```
with today's date.

基于研究的最佳实践——请仔细阅读，尤其是关于功能权限限制和可能过时的集成陷阱的内容。

学习曲线陡峭：Qualtrics功能强大但复杂度高。新用户反馈难以操作平台。在深入使用前，建议投入时间学习Qualtrics XM Basecamp培训课程和社区资源。
定价不透明且偏向企业级：仅免费版和战略研究版（420美元/月）支持自助服务。其他版本均需联系销售。企业级合同年费从五位数低额到七位数不等。建议积极议价——年度涨幅通常为8-30%。
API令牌为一次性使用：生成新的API令牌会使旧令牌失效，导致所有现有集成中断。请谨慎规划令牌轮换。
响应导出为三步异步流程：无法直接通过GET请求获取响应——必须：1) 创建导出任务，2) 轮询任务完成状态，3) 下载文件。在集成代码中需考虑这一点。
终端用户的仪表盘自定义权限有限：仅管理员可修改仪表盘布局、添加筛选器或设置自动化报告。若有多个仪表盘使用者，建议安排专门的管理员。
调研疲劳规则需手动协调：Qualtrics不会自动跨项目限制调研发送频率。若多个团队发送调研，需制定治理流程避免过度调研同一联系人。
Salesforce集成每个账户最多支持5个实例：若拥有更多Salesforce组织，需寻找解决方案或额外的Qualtrics账户。
自我优化：若发现此处未涵盖的内容，请添加到
```
references/learnings.md
```
并标注日期。

Related skills

Examples

示例

Example 1: Low survey response rate

示例1：调研响应率低

User: "Our post-purchase NPS survey in Qualtrics is only getting 4% response rates. What should I change?"

Approach: Audit the survey — shorten to NPS + one open-end (3 questions max). Check XM Directory for delivery timing — send within 1 hour of purchase, not days later. Verify email deliverability (check spam folder with a test). Embed the NPS rating directly in the email body so respondents can rate with one click. Set up contact frequency rules in XM Directory to prevent over-surveying. Consider adding an SMS channel for higher response rates.

用户："我们在Qualtrics中设置的购后NPS调研仅获得4%的响应率，应该如何调整？"

解决思路：审核调研内容——精简为NPS + 1个开放式问题（最多3个问题）。检查XM Directory中的发送时机——在购买后1小时内发送，而非几天后。验证邮件送达率（通过测试检查垃圾邮件文件夹）。将NPS评分直接嵌入邮件正文，让受访者一键完成评分。在XM Directory中设置联系人频率规则，避免过度调研。考虑添加SMS渠道以提高响应率。

Example 2: API data export for analytics

示例2：通过API导出数据用于分析

User: "I need to pull all survey responses from the last quarter into our data warehouse. How do I use the Qualtrics API?"

Approach: Walk through the 3-step response export process: POST to

/API/v3/surveys/{surveyId}/export-responses

to start the export, GET the progress endpoint to poll for completion, then GET the file download endpoint. Authenticate with

X-API-TOKEN

header. Note the datacenter ID in your base URL. Handle pagination for large datasets. Consider scheduling recurring exports using a cron job rather than ad-hoc queries.

用户："我需要将上季度的所有调研响应导入我们的数据仓库，如何使用Qualtrics API？"

解决思路：逐步讲解三步响应导出流程：POST请求

/API/v3/surveys/{surveyId}/export-responses

启动导出任务，GET进度端点轮询任务完成状态，然后GET文件下载端点获取数据。通过

X-API-TOKEN

请求头进行认证。注意基础URL中的数据中心ID。处理大数据集的分页问题。考虑使用定时任务（cron job）设置定期导出，而非临时查询。

Example 3: Qualtrics vs Medallia decision

示例3：Qualtrics vs Medallia决策

User: "We're evaluating Qualtrics and Medallia for our enterprise CX program. What are the key differences?"

Approach: Compare head-to-head: Qualtrics is stronger on survey methodology depth, research capabilities (conjoint, MaxDiff), and the XM suite breadth. Medallia leads on real-time action management, built-in digital experience analytics (session replay, heatmaps), and contact center intelligence. Qualtrics is more self-serve; Medallia is more consulting-dependent. Both cost $200K+/year at enterprise scale. The deciding factors: research-heavy orgs lean Qualtrics, action-management-heavy orgs lean Medallia. Request POCs from both.

用户："我们正在为企业CX项目评估Qualtrics和Medallia，两者的主要区别是什么？"

解决思路：逐项对比：Qualtrics在调研方法论深度、研究能力（联合分析、MaxDiff）和XM套件广度上更具优势。Medallia在实时行动管理、内置数字体验分析（会话重放、热力图）和联络中心智能方面领先。Qualtrics更支持自助服务；Medallia更依赖咨询服务。两者企业级规模的年费均在20万美元以上。决策关键：侧重研究的组织倾向选择Qualtrics，侧重行动管理的组织倾向选择Medallia。建议向两家供应商申请POC（概念验证）。

Troubleshooting

故障排查

"API calls returning server errors"

"API调用返回服务器错误"

Check your datacenter ID. The base URL includes your datacenter (e.g.,
```
iad1
```
,
```
sjc1
```
,
```
eu
```
). Using the wrong one returns 500 errors. Find it in Account Settings → Qualtrics IDs.
Verify CORS for in-survey API calls. Web Service elements in survey flow can fail in preview/live mode due to CORS restrictions even when they work in the test function. Move API calls server-side if hitting CORS issues.
Check token permissions. Your account must have "Access API" permission enabled. Ask your admin to verify in User Settings.

检查数据中心ID：基础URL包含数据中心信息（如
```
iad1
```
、
```
sjc1
```
、
```
eu
```
）。使用错误的ID会返回500错误。可在账户设置→Qualtrics IDs中找到。
验证调研内API调用的CORS设置：调研流程中的Web Service元素在预览/正式模式下可能因CORS限制失败，即使在测试功能中正常工作。若遇到CORS问题，建议将API调用移至服务器端。
检查令牌权限：你的账户必须启用"Access API"权限。请联系管理员在用户设置中验证。

"Dashboard data not populating"

"仪表盘数据未更新"

Check data source mapping. Dashboards pull from mapped data sources, not directly from surveys. If you added new questions, you need to remap the data source in Dashboard Settings.
Verify role-based access. Dashboard widgets may be filtered by organizational hierarchy. If you can't see data, check your dashboard permissions and hierarchy assignment.
Wait for data refresh. Dashboard data isn't real-time — there's a processing delay after responses are submitted. For recent submissions, check the Data & Analysis tab directly.

检查数据源映射：仪表盘从映射的数据源获取数据，而非直接从调研获取。若添加了新问题，需在仪表盘设置中重新映射数据源。
验证基于角色的访问权限：仪表盘组件可能按组织层级筛选数据。若无法查看数据，请检查你的仪表盘权限和层级分配。
等待数据刷新：仪表盘数据并非实时更新——响应提交后存在处理延迟。对于近期提交的响应，请直接查看数据与分析标签页。

"Survey responses not recording / data looks wrong"

"调研响应未记录/数据显示异常"

Check survey status. The survey must be Active (not in draft or closed state) to record responses. Preview mode responses are stored separately.
Verify embedded data flow. If piped text or embedded data shows blank, check Survey Flow for proper variable assignment order — embedded data blocks must come before the questions that reference them.
Check response quotas. If you have quotas set, they may be silently closing the survey for some respondents. Review quota settings in Survey Options.

检查调研状态：调研必须处于激活状态（非草稿或已关闭）才能记录响应。预览模式下的响应会单独存储。
验证嵌入式数据流：若管道文本或嵌入式数据显示为空，请检查调研流程中的变量分配顺序——嵌入式数据块必须在引用它们的问题之前。
检查响应配额：若设置了配额，可能会自动对部分受访者关闭调研。请查看调研选项中的配额设置。