Activate Support Escalation via VoC Survey Responses
Question
You are responsible for creating surveys via Voice of the Customer (VoC)
You want to make sure that an escalation is activated in support by VoC survey responses.
Which of the following actions should you take?
Answers
Explanations
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A. B. C. D.A.
https://ph.microsoftcrmportals.com/knowledgebase/article/KA-01022/en-usTo activate an escalation in support by Voice of the Customer (VoC) survey responses, you should make use of the "Process Survey Response" workflow.
The "Process Survey Response" workflow is a built-in workflow in Dynamics 365 Customer Voice that automates the process of processing survey responses. This workflow enables you to trigger actions based on survey responses, such as sending an email or creating a case record.
To create an escalation in support, you can configure the "Process Survey Response" workflow to create a case record when a survey response meets certain criteria, such as when a respondent indicates that they are dissatisfied with a product or service.
By configuring the "Process Survey Response" workflow, you can streamline your customer service process by automating the creation of cases and ensuring that issues are addressed in a timely manner.
The other options listed in the question do not relate to activating an escalation in support by VoC survey responses.
- The "Close Survey Activity" workflow is used to close survey activities in Dynamics 365 Customer Voice when they are no longer needed.
- The "Convert Response To Feedback Entity" workflow is used to convert survey responses to feedback entities in Dynamics 365 Customer Voice.
- The "Convert Survey Response To Campaign Response" workflow is used to convert survey responses to campaign responses in Dynamics 365 Marketing.
