Omnichannel Post-Conversation Survey Using Customer Voice (Forms Pro)
Recently, Microsoft announced its 2020 release wave 2 plan for the upcoming features in Dynamics 365 that will begin releasing from October 2020 through March 2021. Forms Pro is now rebranded as Dynamics 365 Customer Voice, and has more and better features. If you are an existing customer of Forms Pro, don’t worry, for all your Forms Pro surveys will be available as Projects in Customer Voice. For the transition process from Forms Pro to Customer Voice, click here. In this release, Microsoft added a ton of new features in Omnichannel for Customer Service. Click here to view.
Omnichannel uses its pre-chat feature to identify customers for agents based on their name/email address, etc. A new post-chat survey will be able to capture customers’ feedback on recent conversations with agents to improve service in the future.
- Enable 2020 Wave 2 for your environment.
- Go to aka.ms/ppac (Power Platform Admin Center) to enable 2020 wave 2 updates.
3. Install Channels for Omnichannel from aka.ms/ppac.
4. Create a live chat channel record in the Omnichannel Administration app and go to Surveys.
5. Turn on Post-conversation survey to Yes.
6. Create a survey in Forms Pro
7. Refresh the page and you will see your Forms Pro survey in the survey field
If the survey is not available on the list, make sure Omnichannel and Forms Pro survey are in the same environment.
8. Select the survey send option:
Insert survey in conversation -- Insert a survey in an active session, only available for Chat channel.
Send survey link to conversation -- Send survey link to customer in the message box.
9. On ending a conversation, the Forms Pro survey question will be displayed (if you selected “Insert survey in conversation”).
I think the post-conversation survey is a great addition and an eagerly awaited feature in Omnichannel for Customer Service, allowing customers to provide feedback on their experience. I will be sharing more posts on my experience with Omnichannel enhancements. Learn more.
