Dynamics 365 Omnichannel for Customer Service: Connect Post Chat Survey Response back to Chat Conversation Record in Omnichannel

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Posted on by D365EL

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Hello Community,

Dynamics 365 Omnichannel for Customer Service is using the survey created in Dynamics 365 Customer Voice for post chat surveys. During initial testing, it appears as though (at least out of the box) the survey response can only be viewed within Dynamics 365 Customer Voice as anonymous. Does anyone know if it would be possible to associate the individual survey response from the respondent with the respective chat conversation record in Omnichannel? The use case here is that as a chat agent, I would like to be able to look at the customer's conversation history and be able to see any survey responses provided so that I know what survey feedback is tied to which customer contact.

Is this possible?

Any insights would be appreciated.

Thank you!