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Update csat of cases after survey

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Posted on by Matias Garcia

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Hi guys!
We made a survey in Forms Pro (VoC will be deprecated) and made and also we have a automatization in "Power Automate" to send the survey when a case is closed. This is working right now.

But the survey is made to get the feedback about the customer satisfaction. I noted that case entity has the customersatisfaction field , but i can't update it becase the case is read only when the case was resolved.

I guess that is a very usually feature in Customer Service but i don't know how can do it. We want to add some chart in some dashboard with this measure.

Thanks in advance.

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Johnny Yun 455 on at

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RE: Update csat of cases after survey

Hi Matias,

Closed cases cannot be modified unless they are reopened.

Unless you export, modify in excel and re-import it or SSIS option

community.dynamics.com/.../updating-resolved-cases-in-dynamics-365

community.dynamics.com/.../updating-fields-in-case-entity-after-case-has-been-resolved

I would more recommend you to build one separate survey system with D365 to let monitor review the survey history instead of showing them directly in D365.

Or you could submit feedback or ratings for information before case archive to store in D365 system

MS Doc: docs.microsoft.com/.../submit-feedback-ratings

Kind Regards

Johnny

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