Dynamics 365 Customer Voice

While the current design of Dynamics 365 does not support creating alerts for custom score satisfaction metrics, it is crucial for Microsoft to address this need and develop the functionality. This limitation represents a significant gap in the product's capabilities. It would be very beneficial to be able to set up alerts for all types of metrics, allowing clients to efficiently process customer feedback.

Increase the limit of 4000 characters for "long answer" text boxes please

Updating survey email template instead of creating a new one

In Qualtrics, the form field question type provides respondents with multiple, separate text entry boxes. This format is most often used to gather contact information from respondents. I want to use it to collect information that I can then write to the Contacts table such as a job title or employer. It's one question with multiple text entry boxes. The labels appear on the side of the text box as opposed to above the text box.

https://www.qualtrics.com/support/survey-platform/survey-module/editing-questions/question-types-guide/standard-content/form-field-question/

When updating the target environment, Customer Voice should update the email template if it already exists. Otherwise, create a new email template.

The recent behaviour (only implemented this year) is Customer Voice always create a new email template in the target environment even though that email template already exists which result to duplicate record in the target environment.

We are using Customer Voice via Omnichannel and have discovered that because the Session Templates and Notification behavior are set via the Workstream, that when we have to transfer a call to another internal department the team who receive the transfer experience the wrong call behavior.

Eg. Workstream 1 has the default Session Template and a manual answer option.

Workstream 2 has a custom Session Template and calls into this workstream auto answer.

If a Customer calls into Workstream 1 and the agent has to transfer the call to a Queue which is associated with Workstream 2, when the call is received by the Workstream 2 agent the agent expects their calls to have the Custom Session Template and auto answer.

However, because the behavior is inherited from the Workstream that the call came in from, rather than the Queue which the call is going to, the transferred call arrives with default Session Template and manual answer.

My idea is to be able to associate the Session Template and the Notification Templates for the answer behaviour to the Advanced Queue as well as/instead of the Workstream.

It is a system design that we could not migrate the response from the old survey to the new one. However, in some cases, when a customer has an issue with the old survey, they will create a new one, and they still need the responses for further business purpose. Please consider allowing customer to migrate the response as they need.

Current state

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The Satisfaction Metrics report for score-based metrics like CSAT currently has no value display

Issue caused

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It can be confusing for reader, especially if the score at that point is non-whole

Benefit

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• Provides easier interpretation of the value
• Helps with cross checking with the average score
• Helps with comparisons between each point if the graph is not clear on the fluctuation
• Helps instill confidence in the report, as precise values are being displayed

Current state

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The Y-axis of the Satisfaction Metrics report for score-based metrics like CSAT, NPS is empty with only numbers, with no label to indicate what the numeric values represent

Problem it causes

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Confusing for readers, makes the graph harder to understand

Benefits

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• Allows faster comprehension without having to cross-reference the data
• Avoids misinterpretations

instead of displaying attachment name give the link for icon in easy method.