Chapter 8: Automating Customer Support Surveys with Dynamics 365 Customer Voice

Collecting feedback after a customer service call is standard practice for a customer service process. After a customer support issue is resolved, the customer often gets given a survey to ask for their feedback. Customer Voice includes a template to help you implement feedback in your customer service process. The template not only includes common survey questionnaires for customer service feedback but also includes a workflow to automate sending the feedback request when a support case is resolved. In addition, Customer Voice provides a Power BI report template to show the feedback results in the context of support cases.

In this chapter, we will look at how you can use and customize those templates. Note that we will go over a workflow as part of the template and require some working knowledge of Power Automate. If you are new to Power Automate, please check out Microsoft learn resource at https...