Voice of the customer, don't receive any answer

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Posted on by 00f137054c6340ccb3e...

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Hi,

I install voice of the customer, I make my survey but I don't receive any response of the survey, ¿any ideas where to look at?

Thanks in advance,

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Suggested answer

Neil Parkhurst 10,727 User Group Leader on at

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I describe the basic config here ...

neilparkhurst.com/.../voice-of-the-customer

It takes time for the responses to show! How long have you waited? (15 mins plus.)

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00f137054c6340ccb3e... 225 on at

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mmm like 28 Hrs I have been waiting, thanks i will check the steps.

Greetings,

JP

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00f137054c6340ccb3e... 225 on at

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Neil thanks i alredy did that, and no successful output.

Greetings,

JP

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JukkaNiiranen 2,609 on at

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Do you have the latest solution v8.2.547.1 installed? I've experienced a data sync issue in three CRM orgs that were using a previous version of the VoC solution. No response data would come through, and the VoC Log entries would be completely missing also. Once I updated the solution to the new version the sync problem was "magically" solved in each organization.

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00f137054c6340ccb3e... 225 on at

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Yes I have that version, also we tested again but same problem.

Thanks in advance Jukka,

JP

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Kim Johnson on at

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If you go into Settings > System Jobs and do a search for VOC, do you have at least 3 workflows that are in a "waiting for timer" status reason? There should be at least one of each:

VoC - Processing inner loop

VoC - Processing parallel loop

VoC - Processing outer loop

If the workflows are not running it will not pick up the responses. I ran into this with our surveys and had to get them kicked off again.

You can go into the Settings > Solutions and open the VoiceOfTheCustomer solution then click on the "Retrigger response processing if responses are not received within 15 minutes of being completed. I also had an issue with this working at one point and had to go to Settings > Voice of the Customer Configurations. Mark the checkbox next to the configuration name and then click the Run Workflow button. Choose the VoC - Processing inner loop to get that workflow running again if it is not.

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ravibachanagiri 185 on at

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Hi Juan,

As said by you every thing is running fine just try to re-trigger the VOC Solution and see if its works

Settings>> Solution>> Voice of Customer Solution >> Open it

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00f137054c6340ccb3e... 225 on at

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Was the workflows, was assigne to a user that don't have permisions in crm is just office 365 admin, I cancel all the workflows, assigned to me and activate the workflows and start working like a charm.

Thanks to all.

JP

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Community Member on at

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sv1.upsieutoc.com/.../voc123.jpg

Hi Ravi, why my system don't have the first solution ?

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ravibachanagiri 185 on at

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Hi Ex CRM,

Can you check whether you have system administrator privileges.

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