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Omni-channel for Customer Service - Post Chat Survey?

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Posted on by Stephen Crown

Is anyone aware of how to get a post chat survey in place for Omni-channel for Customer Service?

We can only see that there is a Pre-chat survey available, and nothing on the release wave 2 roadmap suggests the post chat survey is close to being released even in preview.

Are we missing something as this is quite important for us, and would have expected this feature fairly early on.

Does anyone have suggestions on workarounds for this feature?

Thank you.

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ashish12 3,079 on at

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RE: Omni-channel for Customer Service - Post Chat Survey?

Form Pro will be the best available option to capture the survey. Also suggest to submit this as an Idea.
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ba365guy 2,948 on at

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RE: Omni-channel for Customer Service - Post Chat Survey?

Hi Stephen Crown

Regarding work around, i suggest please look in to formspro. You can automate this using Flow (power automate).

Please see some samples here

flow.microsoft.com/.../
bac26 2,268 on at

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RE: Omni-channel for Customer Service - Post Chat Survey?

Have you looked into Microsoft Forms Pro and doing a Power Automate flow ?
Stephen Crown 10 on at

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RE: Omni-channel for Customer Service - Post Chat Survey?

Hi,

I have also raised this on the Ideas forum for Dynamics 365 as well:

experience.dynamics.com/.../
LuHao 40,888 on at

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RE: Omni-channel for Customer Service - Post Chat Survey?

Hi Stephen,

I would recommend you share this idea with Microsoft.

experience.dynamics.com/.../