Edit

Integrate Dynamics 365 Customer Voice with Dynamics 365 Customer Service

  • Article

Prerequisite: You must install Dynamics 365 Customer Service in the same tenant as Dynamics 365 Customer Voice.

You can send a survey automatically to customers as soon as a case is resolved in Dynamics 365 Customer Service. When a customer submits a response to a survey, it's attached to the case. You can open the response record from the case's timeline.

  1. Create a project by using the Support template.

  2. Modify the survey questions and customize the survey as required.

  3. On the Send tab, select Automation.

    Select Automation to create a flow.

  4. On the Choose a template or create your own screen, select Send a survey when a case is resolved in Dynamics 365.

    Select an Automation template.

  5. Verify the connection details, and select Continue.

    Verify the connection details.

  6. Select Create.

    Create the flow.

  7. Go to Dynamics 365 Customer Service and resolve a case. More information: resolve a case

The survey is automatically sent to the contact or account linked with the case. The survey sent to the survey is visible as a record on the case's timeline.

Survey invitation on the case's timeline.

When the customer submits a response to the survey, the response record is visible as a record on the case's timeline.

Survey response on the case's timeline.

To see response details, hover over the response record on the timeline, and then select Open Record.

See survey response details.

The response detail is displayed in the Dynamics 365 Customer Voice survey response entity form.

See survey response details in Dynamics 365.

See also

Create a project
Manage projects