omnichannel post-conversation survey

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Posted on by alexy

Hello,

I do not know if anyone noticed, but if using the method described here Configure post-conversation survey | Microsoft Docs to send a survey at the end of the conversation, the customer voice related recoreds created without context (Invitation to survey - without 'regarding' field, without recipient / address details, etc.) and of course a response to the survey

Anyone come across this? and maybe there is a work around populate for example the 'regarding' field in a conversation/ session related to the survey?

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alexy on at

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RE: omnichannel post-conversation survey

Hi ShannonCRM ,

There is a workaround, on msfp_surveyinvite entity there is a field msfp_otherproperties that contains json that includes a GUID for the conversation, you can use flow to extract the GUID of conversation and get the customer/case details and populate the regarding field on msfp_surveyinvite

[{"regardingidkey":"msdyn_ocliveworkitem","extInviteSourceId":"dfaa8117-6640-4e6d-b016-877c1c192d68"}]

Let me know if this answered your question
ShannonCRM 502 on at

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RE: omnichannel post-conversation survey

[quote user="alexy"]
Hello,

I do not know if anyone noticed, but if using the method described here Configure post-conversation survey | Microsoft Docs to send a survey at the end of the conversation, the customer voice related recoreds created without context (Invitation to survey - without 'regarding' field, without recipient / address details, etc.) and of course a response to the survey

Anyone come across this? and maybe there is a work around populate for example the 'regarding' field in a conversation/ session related to the survey?
[/quote]
Yes, and it's a huge issue for us as well. I love that you can have the post-chat survey right in the chat window, as that makes customers more likely to fill out. However, the fact that we cannot link it to a specific conversation or agent means it is of limited use. I have been searching everywhere to get an answer on this. I have not found one yet but am posting here in hopes that when someone

By the way, it has nothing to do with a flow as the person below posted. When you send a survey with a flow, you can of course set the Regarding. However, this survey is something you configure through the Channel configuration in the Customer Service Administration tool, so no option there to customize.
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RE: omnichannel post-conversation survey

Hi alexy,

Based on the document, An administrator must configure the Power Automate flow to send surveys.

Send a Dynamics 365 Customer Voice survey from Dynamics 365 | Microsoft Docs

Maybe you can check the flow to find more details.