Dynamics 365 Customer Voice

Hi,

As my customer is transitioning into Customer Insights, they were about to send their yearly CSAT survey via RTM Journeys. But while testing, we noticed that all responses in Customer Voice shows as 'Marketing respondent'. When sending with OBM, all respondents show as 'Firstname Lastname'. It would be a great improvement if also surveys sent via RTM would show respondent information when survey is not set to collect data anonymously.

Since this is a CSAT survey for specific key customers, it makes no sense sending it anonymously. The whole point is to gather info on how to improve the specific relationship. It means my customer will have to use OBM journeys for as long as possible, but will have no tool for this kind of feedback in June 2025 once Outbound is removed.

Thanks in advance!

Best,

Elisa

The notification that warnes you when you have multiple tabs open is gone, but it was a very good warning for our customer service employees.

While they have the multiple tabs open now they are experiencing multiple issues:

• One agent receives multple caller in different tabs - we have seen this with several agents
• We have the 'decline' button hidden, but with multiple tabs open the agent will see it anyway.

Customer Voice does not show the respondent details when email is send in D365 CRM Customer Insights - Journeys using segment

In Customer Voice is is not possible to clear the selection for question types such as 'rating' once a selection has been made. This function exists in Forms.

We are a large organization that has alot of environments , and many were installed with D365 Apps that cannot be removed.. Therefore the Survey Makers will see a very big list of environments to choose from. This will be confusing for them plus they will not be able to create a survey in all of them if they do not have the correct security role.

For our company to start using Customer Voice, we will need an Admin Interface that will allow us to control the Environments that are viewable. i.e. we can select/tick the environments that will be viewable.

Linking an environment to a security group could also be acceptable

In Outbound Marketing, if CV surveys are sent via a customer journey, I can use an Excel export in Customer Voice to see exactly which contacts have viewed the survey and with which answers. 

If I send a survey with a journey from Insights Journey, the contact information is not displayed in Excel.

According to Microsoft, the contact details are not transferred to Customer Voice.

So although I can see the Customer Voice response record in the timeline of a contact, I only see ‘Marketing responded’ under Name in the Excel export.

This makes it extremely difficult for users to analyse the data, so it would be useful to see the contact information directly in the Excel export, as is the case with surveys from outbound marketing.

When we send a survey by clicking on Send Survey button on a Contact, we need to analyze the responses based on the user who has initiated the survey sending (The user who has clicked on the button), but unfortunately we could not find any information who was the survey sender.

Note: A Survey invitation is created by Standard Microsoft Flow and "Send a survey" Action. But since the flow is run on the context of the admin user, therefore the "Created by" field on Survey invite record is the admin user and not the initiating user. We noticed that survey sender is kept as Ownerid of "msfp_customervoiceprocessor" record, but unfortunately it is not passed to Survey Invitation! If that already available information on "msfp_customervoiceprocessor" could have been sent to "Survey Invitation" table by Microsoft that would make it possible to make the report that we need and maybe many other organizations using Customer Voice would need the same as well. As an example to make a report on Customer Satisfaction metric related to each agent.

on Email template, Need to add a dynamic field from "opportunity close" entity, Not available.

Any field from opportunity close entity is not showing in Email template dynamics field list.

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We had an issue recently where our Customer Voice projects just stopped working, which turned out to be that the account of "owner" of the project had been deleted. We got it recovered and it appeared to be working, but while the CV responses were coming in, they were not being synchronised with Dynamics.

The owner of these projects was a developer at a 3rd party supplier. That developer left that supplier 2 years ago, and the developer is no longer even our supplier, so we really need to be removing their accounts from our system, but as this developer is the owner of the CV projects, if we do this, the CV projects stop working.

There currently is no way for us to change the owner of the CV projects. If we could change this to a current employee, or even better a service account, then we could fix this very serious security issue.

Note that this is a very serious issue for us!