Dynamics 365 Customer Voice

To enhance user experience and improve the efficiency of the interaction process, we propose expanding the message triggers within the system. Specifically, we suggest adding notifications for the following events:

Pre-Connection Notification: Notify the user when a conversation window is opened before an agent has joined the chat. This helps manage user expectations and prepares them for a wait.

Bot Start: Send a notification when a bot starts interacting with the user, allowing users to understand that they are communicating with automated assistance.

Bot End: Notify users when a bot finishes its interaction and the conversation is transitioning, giving them clarity on the next steps.

Bot-to-Agent Handoff: When a bot hands off the conversation to a human agent, a notification should inform the user that a human agent is now taking over, ensuring smooth continuity in the interaction.

By expanding the notification triggers to cover these events, we can ensure better communication and transparency between users and the system, ultimately improving user satisfaction and reducing friction during interactions.

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.

Currently it is not possible to change the wait music for the agent when he is calling a client.

This is the wait music when the agent calls their client, and before the client picks up the phone, the agent hears a wait music.

We want the possibility to change that wait music.

We have been working with the customer workspace app for some time now. Unfortunately, we are missing a dashboard/wallboard for the calling agents. 

Agents can't see now how many waiting customers there are per queue.

This is very important to us. Agents not only work call shifts but also do cases and emails. When they can see that there are waiting customers they can rotate in the call shifts themselves. 

Is there a possibility of creating a wallboard with the number of waiting callers per queue? I am sure there will be several customers who would like this, since every calling system works with a wallboard. 

At the moment, it is not possible to set a limit on quotas per environment in the Power Platform. This leads to uncontrolled growth and a lack of control over costs.

The overviews and mailings to users about their use of the environment are nice, but they do not encourage the user to make any changes in their behavior (reducing storage), considering Microsoft allows going over the default MBs and only requests to expand the storage.

This proposal is for to make it possible to set a default quota for environments per tenant and to be able to change this per environment depending on the use and purpose of that environment.

Since a survey becomes disabled in Customer Voice after the survey owner/creator leaves the organization, one of the project co-users must make a copy of the survey while it is still available.

However, copying the survey itself does not copy the related survey responses. Survey responses can only be exported in form of an Excel table, but his isn't sufficient, as the analytics generated from survey responses in Customer Voice is lost.

For this reason, it would be good to enable copying of surveys together with related responses within the same project.

The wording of owner should change as an owner is considered the creator of the project as well as an owner can be anyone who was invited to be apart of the project. This is also confusing when the owner (creator) leaves the copy and all the project under that owner (creator) are lost unless all projects are copied. How can you tell who is the original owner (creator) of the project?

It would be better when and if you shared a project to another and they became an owner that then you wouldnt need to copy the project, being an owner would be enough.

Hello,

The suggestion is related to the standard template 1 when creating a new site in Power Pages..

Part of the standard template is a feedback menu with a feedback form.

Feedback is saved in a default table which is created automatically as part of installing the new site.

I suggest that a workflow is created for each feedback. Now we have to login to Power Pages and open the table to see the feedback.

I also suggest that is possible to do multiple choice to delete or download the records in the feedback table.

Regards Steffen

現在、デフォルトではメモ添付ファイルをエクスポートして別の環境に移行することはできません。

この機能を実装すれば、ユーザーの利便性向上につながります。

Actually the “Regarding” field is not set for now on the CV Surveys. This is an expected behavior with the current logic of your software.

But for the requirements business (users) it is very important to identify the trigger (CRM records) that sent the survey.

example:

1/ Following the closing of a case (CRM entity), from a journey an email is sent to the concerned contact.

Email with a link of a customer voice survey.

2/ The customer responds to this survey

3/ a CRM record is saved in the CRM ("Answer of the Customer Voice survey") but the "Regarding" field is empty.

It's annoying because the user can't make the connection between the customer's answers and the closed case. Several cases can be opened for a CRM Contact. How to know to which box is attached the survey and therefore the customer's answers?