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Survey Satisfaction when Ticket Closed

Posted on by 230

Hi,

we are running the 'Customer Engagement' in a trial period and setting up the 'Customer Service Hub', we need set up that all tickets when finished (by customer or tech agent) should generates a survey about satisfaction.

>>> How to enable that?

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  • Suggested answer
    Johnny Gong Profile Picture
    Johnny Gong 6,482 on at
    RE: Survey Satisfaction when Ticket Closed

    Good day RenatoPereira,
    I would recommend you to send VOC survey Linkage in the mail to get customer's suggestions.
    You could create a workflow in Customer Engagement process on change of case status and check condition whether status equals to close then operate the mail striking which is triggered by case closure.

    Then you could insert VOC survey linkage in mail template:

    SUV2.PNG

    SUV2.PNG

    In addition, you could track the results in the Activities tab and you can organise follow-up requests for open Survey Requests if the customers don't respond back. The following post could be for your reference:

    community.dynamics.com/.../279811
    More about VOC to customize your own customer survey:
    docs.microsoft.com/.../get-feedback-surveys
    https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey

    Best Regards

    Johnny

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