Omnichannel for Customer Service – Store Voice Surveys
This article discusses how to enhance post-voice call surveys in Microsoft's Omnichannel for Customer Service. The author explains how to store survey results in the Dataverse and create a dashboard in Dynamics 365 to display the survey results. The process involves triggering a Power Automate flow from the survey bot to add a row into the Dataverse table. The author also addresses the challenge of identifying the primary agent in the conversation and provides a solution. Overall, the article provides insights and tips on storing and analyzing voice survey results in Omnichannel for Customer Service.
Article 16m
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