Learn how to display a set of survey questions after a chat conversation ends in Microsoft Dynamics 365 Omnichannel for Customer Service. Discover the right solution using Dynamics 365 Customer Voice to enhance customer feedback collection.
Table of Contents
Question
A company uses Omnichannel for Customer Service.
You are configuring the chat channel.
You need to display a set of survey questions when a conversation ends in the chat window.
What should you use?
A. Macro
B. Power Automate cloud flow
C. Dynamics 365 Customer Voice survey
D. Microsoft Copilot Studio chatbot topic with an end of conversation node
Answer
C. Dynamics 365 Customer Voice survey
Explanation
This item tests the candidate’s knowledge of implementing Microsoft Copilot Studio as a post-call survey.
Chat uses a Customer Voice survey to ask a set of survey questions when the chat session ends. You can either display the survey in the chat window or send the survey by email.
Macros are used within the agent experience to automate repetitive tasks that an agent performs and cannot be used to ask questions in the chat window. Power Automate cloud flows cannot ask questions in the chat window. Microsoft Copilot Studio can be used with a chat channel, but the Customer Satisfaction (CSAT) survey run for successful bots is not used for post-conversation surveys.
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