Qualtrics Agentic Experience

Qualtrics Agentic brings Qualtrics experience management into Agentforce, enabling service agents to automatically collect customer feedback via personalized survey links during messaging conversations, and empowering employees to manage surveys, generate invite links, and build audiences through natural language — all without leaving Salesforce.

Qualtrics Agentic equips Agentforce with two agent templates. The Service Agent template adds a Customer Feedback topic that retrieves and shares a Qualtrics survey link at the right moment — when a customer asks for it, when a conversation resolves, or before escalation. The Employee Agent template adds three MCP-powered topics: Survey Intelligence for listing surveys and checking response metrics, Instant Actions for generating personalized one-click invite links, and Audience Management for creating mailing lists and importing contacts with embedded data. Survey URLs include tracking parameters (Case ID, Session ID, Contact ID) so responses automatically tie back to the Salesforce record.