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Dynamics 365 Community / Forums / Customer experience | Sales, Customer Insights,... / Customer Voice Alert c...
Customer experience | Sales, Customer Insights,...
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Customer Voice Alert creation for Yes/No choice questions

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Posted on by alexwright132 8

Hello,

I am trying to create an Alert within Customer Voice when a response is received from a 'Choice' question type. Currently, it would need to be an NPS, Rating, Text question type to be able to track the response as an out of the box satisfaction metric so I need to use the 'Custom Score' option when creating a satisfaction against my Choice question. Once this has been created and I go to link an alert to the question, I will not allow me to create an Alert against my satisfaction metric of 'Custom Score'. 

Does anybody know if this is possible?

As an alternative, could something be done with Power Automate to create Customer Voice Survey Alert records in D365 based on responses received? This would essentially be replicating the functionality in Customer Voice but getting it to trigger on our Choice questions. 

Any information is appreciated, thanks.

  • NRS Profile Picture
    NRS 10 on at
    RE: Customer Voice Alert creation for Yes/No choice questions

    Mainly the part of linking the contact and case to the customer voice alert activity

  • NRS Profile Picture
    NRS 10 on at
    RE: Customer Voice Alert creation for Yes/No choice questions

    Alex can you please elaborate... like a tutorial on how you did it. Thanks!

  • jhstone Profile Picture
    jhstone on at
    RE: Customer Voice Alert creation for Yes/No choice questions

    You may be able to use a rating with 2 values and use the label feature then use the CSAT for an Alert. Would need to be in a project where you do not have other CSAT rules that would conflict. Power Automate may be an option as well but have not tried that and tested it myself.

  • Suggested answer
    alexwright132 Profile Picture
    alexwright132 8 on at
    RE: Customer Voice Alert creation for Yes/No choice questions

    Hello,

    I managed to workaround this by creating a Power Automate Flow to create a Customer Voice Alert record when a particular question response was received. This works as expected by creating an activity record. I also managed to link the regarding case and Contact to the alert, also automatically assigning the Case Owner as the Alert Owner in the process.

    The one downside of this I noticed was that Customer Voice will not track any of these Alerts created from Choice questions. In order to track these, we have to go through the Activities view in D365, and manage the Alerts from there. 

    Hopefully Microsoft look to release this as standard functionality in Customer Voice in the near future.

  • thebruuu Profile Picture
    thebruuu 422 on at
    RE: Customer Voice Alert creation for Yes/No choice questions

    Yep the thing in Power Automate can be done.

    You could have a Power Automate Flow that would be triggered when a SurveyResponse arrives (msfp_questionresponse I believe)  and then you should check for the associated question ....

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