Dynamics 365 Customer Service Insights improves customer service experiences with actionable insights into performance metrics and emerging trends.
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Surveys completed is one of the tiles on the Customer satisfaction dashboard. Where is that configured? Is it the use of VOC? or is there somewhere I can read more about how to optimise Dynamics 365 AI for Customer Service Insights to the survey we send out?
Hey, You can try the Preview feature available on this https://dynamics.microsoft.com/en-in/ai/customer-service/ post.
Customer Service Insights uses CSAT-related fields in the Case entity to calculate the completed survey and the CSAT scores. If your VoC surveys end up writing the CSAT score back to the Case entity (where your case records are stored), then Customer Service Insights can show the CSAT/survey completed accordingly. You can find more information from this doc about the entities and fields used in Customer Service Insights today to generate all the charts: https://docs.microsoft.com/en-us/dynamics365/ai/customer-service-insights/customer-service-entities.
There's no direct integration with VoC yet. If you want to see it's supported in the product, could you please create an idea here? The product team uses the Idea forum as one of important sources to prioritize features and plan for the products.
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