Dynamics Community Forum Thread Details

Linking Omnichannel Chat Customer Voice Survey Responses with Contact Records

Hello,

We are utilizing a survey created in Customer Voice within one of our chat channels. Despite not allowing anonymous responses, all survey submissions are being marked as submitted by anonymous users. What do we need to do to associate survey responses with the contacts selected by the agents on the Active Conversation form?

Hello CU30102210-1,

To associate survey responses with specific contacts in Dynamics 365 Customer Service, you'll need to ensure a clear connection between the survey and the contact record. Here are some potential approaches:

1. Leverage Dynamics 365 Integration
Direct Integration: If your survey is hosted within Dynamics 365, the platform can automatically associate responses with the relevant contact based on the conversation context.
Power Automate Workflow: Set up a Power Automate flow triggered by new survey responses. This flow can use the conversation ID or other relevant information to identify the associated contact and update the survey response record accordingly.

2. Utilize Survey Provider's Integration Capabilities
Check for Native Integration: If your survey provider (e.g., Microsoft Forms, SurveyMonkey) offers integration with Dynamics 365, explore its capabilities to associate responses with contacts.
API Integration: Use the survey provider's API to extract response data and create or update contact records in Dynamics 365.

3. Implement Custom Logic
Custom Workflow or Plugin: Develop a custom workflow or plugin to analyze survey responses and match them with the appropriate contact based on specific criteria (e.g., email address, phone number).
Power Automate: Use Power Automate to automate the process of matching survey responses with contacts, leveraging conditions and actions to identify the correct association.

Key Considerations
Unique Identifier: Ensure that your survey responses include a unique identifier (e.g., conversation ID, case number) that can be used to link them to the correct contact.
Data Privacy and Security: Adhere to data privacy regulations and security best practices when handling and storing survey data.
Testing and Validation: Thoroughly test your implementation to ensure accurate association of survey responses with contacts.

By carefully considering these approaches and addressing the specific requirements of your environment, you can effectively associate survey responses with contacts in Dynamics 365 Customer Service, enabling valuable insights and improved customer experience.

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If you have further questions, please feel free to contact me.

Best Regards,
Daivat Vartak

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