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Customer Voice integration with Real-Time not working??

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Posted on by mkirkpatrick

Hi - I am trying to leverage a Customer Voice survey with Customer Insights - Journeys. I have enabled the feature switch for CV/CI integration. I used a real-time email to create a button with link to my survey. I sent the email via a journey and reponded to the survey. My biggest problem is that when a survey response gets created, it is populating the From column with the Contact who filled out the survey. When you try to build a segment based on the Behavioral /Customer Voice Survey Response/ option, it finds the survey but yield no members. I tried to add a related table for the Customer Voice Survey Responses table to specify my segment that way instead, but the only Contact field it can set a path through is the Regarding field. If you create a survey response from the button at the top of the Survey Response view while on a Contact record, the record starts with the Regarding field populated, not the From field. But when you go through the regular flow of responding to a survey as I did above, the From field is populated, not the Regarding field. So as long as that Regarding field remains empty, I am not able to build a segment from either the behavioral trigger or an attribute approach.

Has anyone else been able to make this work? I even tried creating the segment in the old Outbound segment builder but still found 0 responses despite there being many in the table.

Any insights or help welcomed!

Thanks

Mike

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Community member 2 on at

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Customer Voice integration with Real-Time not working??

Hi Denliang,

Thanks for having a look at this.

I'm having a similar issue where all the survey responses have the From field populated with a lookup to the contact that I want include in my segment. This field doesn't seem to be available to filter by in real-time marketing (see screenshot below - it looks like you are working outbound marketing so you may have a different view).

If I go down the behavioural route, the option to set the Survey Question that's been responded to is greyed out (this happens even if the lookup to the survey is set). I think this approach could have the potential to work if I could select the question (as I am trying to work out when a respondent responds in a certain way to a certain question).

Are you able to help with either of these queries please?

Many thanks

Ben
Dengliang Li Microsoft Employee on at

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Customer Voice integration with Real-Time not working??

Hi,

For the Customer Voice Survey Response option not shown, you can add this entity in the Dataset configuration and publish it.

Entities need to have the Track Changes option checked to appear in the Dataset configuration.

Best Regards,
Dengliang Li
mkirkpatrick 94 on at

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Customer Voice integration with Real-Time not working??

Thanks for trying to help. This did not work. I am trying to do this in Real-Time marketing because this is a new implementation and we want to avoid any features from Outbound. Perhaps you are using an older version of Outbound? Even if I try in Outbound, in my environment, I do not have the "Customer Voice Survey Response" option - mine says "Customer Voice Survey Submitted" and there is no option to access the From field related to this behaviour.

In real-time when I pull across the Customer Voice Survey Responses table, it lists 80 attributes available for segment building, but the From field is not listed among the available attribute.

As in my earlier message, the only contact field it recognizes from this table is the Regarding field which is not where Customer Voice stores the contact relationship by default. The From field is a Partylist field (meaning it could be a contact, account or user), and since Segments can't be built from accounts or users, it does not acknowledge the From field for segmentation.
Dengliang Li Microsoft Employee on at

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Customer Voice integration with Real-Time not working??

Hi,

Has the issue been solved?
Have there been any updates? Please feel free to ask me if you have any questions!
If it has been resolved, can you mark the response as an answer?
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Dengliang Li Microsoft Employee on at

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Customer Voice integration with Real-Time not working??

Hi,

The segment is shown in the following.

The segment can display contacts whose survey source is Customer Voice Survey for Survey 1.

These are the two contacts who responded to the survey.

The two contacts mentioned above appear in the segment members.

If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
If you have further questions, please feel free to contact me .

Best Regards,
Dengliang Li