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Check out the latest Customer Service Insights updates!Learn about the key capabilities and features of Dynamics 365 Customer Service Insights and experience some of the new features.
Download overview guide | Watch Customer Service Insights video
2020 release wave 1Discover the latest updates and new features to Dynamics 365 planned through September 2020
Release overview guides and videos Release Plan | Preview 2020 Release Wave 1 TimelineWatch the 2020 Release Wave 1 virtual launch event
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Connect with the ISV success team on the latest roadmap, developer tool for AppSource certification, and ISV community engagements | ISV self-service portal
The FastTrack program is designed to help you accelerate your Dynamics 365 deployment with confidence.
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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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