SAP Qualtrics Assessment Test

The SAP Qualtrics Assessment Test typically evaluates a candidate’s knowledge and skills in using Qualtrics, a leading experience management platform that integrates with SAP. Qualtrics is used to capture and analyze feedback from customers, employees, products, and brands, enabling organizations to improve their experiences across touchpoints. This test focuses on a range of Qualtrics functionalities, including survey creation, data analysis, experience management, and integration with SAP solutions.

A SAP Qualtrics Assessment Test evaluates candidates for:

1. Overview of Qualtrics and Experience Management (XM)

• Understanding Qualtrics: Basic knowledge of Qualtrics, its platform architecture, and its role in experience management (XM).
• Experience Management Domains: Familiarity with the four main areas of experience management: Customer XM (CXM), Employee XM (EXM), Product XM (PXM), and Brand XM (BXM).
• Qualtrics and SAP Integration: Understanding how Qualtrics integrates with SAP, particularly with SAP Customer Experience (CX) and SAP SuccessFactors for employee experience management.

2. Survey Design and Configuration

• Survey Creation: Knowledge of creating and designing surveys using the Qualtrics platform, including question types (e.g., multiple choice, Likert scale, text entry).
• Advanced Question Types: Configuring advanced question types such as matrix tables, rank orders, and slider questions.
• Survey Flow: Using the Survey Flow tool to control the flow of questions, such as branching logic, embedded data, and display logic to personalize the survey experience.
• Randomization and Piping: Understanding how to randomize question order or pipe previous answers into later questions to customize the respondent’s experience.

3. Survey Distribution

• Distribution Channels: Familiarity with various distribution methods, including email, SMS, web links, social media, and QR codes.
• Panel Management: Understanding how to create and manage distribution panels (email lists), including importing contacts and managing respondent lists.
• Anonymous Links and Personalization: Configuring surveys with anonymous or personalized distribution links, and understanding how to handle respondent anonymity.
• Email Triggers and Automations: Setting up automated email triggers based on survey responses, enabling real-time feedback capture and action.

4. Survey Logic and Advanced Features

• Branching and Skip Logic: Implementing branching and skip logic to direct respondents through different paths based on their answers.
• Embedded Data: Using embedded data fields to pass additional information into the survey or responses, such as customer ID or product type.
• Survey Quotas: Setting up quotas to ensure you collect a certain number of responses from specific groups or demographic segments.
• Loop & Merge: Configuring the Loop & Merge feature to repeat a set of questions for a list of items or respondents based on predefined logic.

5. Data Collection and Response Management

• Response Collection: Monitoring response rates and managing incoming survey responses in real time.
• Response Editing and Deletion: Knowledge of editing or deleting survey responses, ensuring data accuracy and cleanliness.
• Response Retention and Storage: Understanding how Qualtrics stores survey responses and ensuring compliance with data retention policies.
• Survey Completion Reports: Generating reports to track response metrics like completion rate, average time to complete, and dropout rates.

6. Data Analysis and Reporting

• Qualtrics Data & Analysis Tool: Using the Data & Analysis module to filter, sort, and analyze survey responses, including cross-tabulation and segmentation.
• Reporting Dashboard: Building dynamic dashboards that provide real-time insights into survey results, including customizable charts, graphs, and summary statistics.
• Advanced Reporting: Generating advanced reports using tools such as Text iQ (for text analysis), Stats iQ (for statistical analysis), and Driver iQ (to identify key drivers of satisfaction).
• Filtering and Segmentation: Applying filters and segments to survey data to drill down into specific respondent groups based on demographics, behavior, or responses.

7. Experience Management (XM) Solutions

• Customer XM (CX): Understanding how to use Qualtrics to capture and act on customer feedback across the customer journey (NPS surveys, CSAT, CES).
• Employee XM (EX): Implementing employee engagement surveys, pulse surveys, and 360-degree feedback mechanisms to capture employee sentiment.
• Product XM (PX): Knowledge of using Qualtrics for product feedback, including new product development, product lifecycle management, and user experience feedback.
• Brand XM (BX): Setting up brand perception and awareness surveys to track brand equity and customer sentiment over time.

8. Action Planning and Automation

• Action Planning: Configuring action plans within Qualtrics to address key insights from survey results, assigning actions to specific users or teams.
• Automated Workflows: Setting up automated workflows to trigger actions based on specific survey responses (e.g., notifying managers about negative feedback or sending follow-up emails to detractors).
• Integration with CRM: Knowledge of integrating Qualtrics with CRM systems like SAP C/4HANA or Salesforce to ensure customer feedback directly informs CRM activities.
• Ticketing System: Using Qualtrics’ built-in ticketing system to create, manage, and resolve customer feedback issues in real time.

9. Text and Sentiment Analysis

• Text iQ: Using Text iQ for text-based analysis, enabling automatic categorization and sentiment analysis of open-ended survey responses.
• Sentiment Scoring: Understanding how to apply sentiment scoring to free-text answers, identifying trends and themes within customer or employee feedback.
• Key Driver Analysis: Applying driver analysis to identify factors that most influence overall satisfaction, loyalty, or other key metrics.

10. Integration with SAP Solutions

• Qualtrics and SAP SuccessFactors: Integrating Qualtrics with SAP SuccessFactors for employee experience management, allowing for continuous feedback collection, engagement surveys, and 360-degree reviews.
• Qualtrics and SAP Customer Experience (CX): Understanding how to integrate Qualtrics with SAP Customer Experience (CX) solutions (e.g., SAP Commerce Cloud, SAP Sales Cloud, SAP Service Cloud) to align customer feedback with business processes.
• Data Exchange with SAP Analytics Cloud: Knowledge of integrating Qualtrics data with SAP Analytics Cloud for deeper analytics and advanced visualizations.

11. Security, Privacy, and Compliance

• Data Security and Encryption: Knowledge of how Qualtrics handles data security, including encryption at rest and in transit, and role-based access control.
• GDPR and CCPA Compliance: Ensuring that surveys and data collection processes comply with global data protection regulations such as GDPR, CCPA, and other regional privacy laws.
• Respondent Anonymity: Configuring surveys to ensure respondent anonymity where required, such as in employee feedback surveys.
• Audit Trails: Using audit logs and reports to track survey access, modifications, and distribution activities for compliance purposes.

12. Mobile Optimization

• Mobile-Friendly Surveys: Configuring surveys to ensure they are mobile-friendly, providing an optimal experience for respondents using smartphones or tablets.
• Responsive Design: Understanding how to design and test surveys for responsiveness across various screen sizes and devices.
• Mobile App Integration: Knowledge of integrating surveys within mobile apps using Qualtrics APIs or SDKs to collect feedback directly from app users.

13. APIs and Extensibility

• Qualtrics API: Knowledge of using the Qualtrics REST API to automate survey creation, response retrieval, and data export.
• Custom Integrations: Configuring custom integrations between Qualtrics and other platforms such as CRM, marketing automation, and customer service systems.
• Webhooks and Automation: Setting up webhooks to trigger external processes or send survey data to third-party systems in real time.