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Hi,
I am evaluating the trial instance and came across the Social Details on the Case form, under Details tab:
How are these OOTB fields populated? Are these populated by external systems?
Also, how is the OOTB field Satisfaction in the Case entity populated? Is it linked to any external system?
A bit confused.
Thank you in advance!
Most like, these are fields that will be populated if you opt for send surveys to customers aiming to measure their satisfaction through surveys you will send for customers after a case handling .
Please have a look on these resources:
https://docs.microsoft.com/en-us/dynamics365/customer-service/configure-cs-historical-analytics-csh
https://docs.microsoft.com/en-us/dynamics365/customer-service/introduction-customer-service-analytics
https://docs.microsoft.com/en-us/dynamics365/customer-service/enable-sentiment-analysis
About the fields specifically : https://docs.microsoft.com/en-us/dynamics365/customerengagement/on-premises/developer/entities/incident?view=op-9-1
Hope this helps,
Hi Giselle
Thank you for the response.
How do I send a survey upon resolving a case and have these fields populated with the response? What is involved specifically?
Thanks in advance.
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