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Hi, I would really much like an automatic integration between VOC and AI for Customer service. This means that my VoC surveys end up writing the CSAT score back to the Case entity automatically.

STATUS DETAILS
Declined
Ideas Administrator

Voice of the customer will be deprecated by October 2020.  Forms Pro will become the replacement offering for surveying.  You should be able to use Flow to trigger Forms Pro surveys to your users for gathering information.

Comments

A

Thanks for submitting the idea, Anne! Given the VoC deprecation recently announced (https://cloudblogs.microsoft.com/dynamics365/it/2019/07/01/voice-of-the-customer-deprecation), the Customer Service Insights product team is investigating the option to integrate with Forms Pro rather than VoC.

On the other hand, the prioritization and the release time frame for this support is not decided yet, and your votes will impact the decision. So for folks who also want the automatic integration between Forms Pro and Customer Service Insights, please don't hesitate to vote!

Thanks,
Xiaoying

Category: Customer Service Insights (historical dashboards, semantic topics, AI suggestions)

A

This is currently possible using Flow for VoC, but a bit more tricky to implement.  Using Flow with Form Pro Connector, we have a couple templates available for this.  

Category: Customer Service Insights (historical dashboards, semantic topics, AI suggestions)

A

This should also be available with Forms Pro, especially if VoC gets deprecated.

Category: Customer Service Insights (historical dashboards, semantic topics, AI suggestions)