Dynamics365 Chronicles

Introduction In customer service space, it's essential to get feedback from your customers regarding their cases. One important feedback from your customers is their overall experience with your Customer Service Agents.  Customer Voice is an excellent service that is natively available for Dynamics 365 CE platform and which can be used to get real time feedback from customers. Customer Voice has some built in insights and reporting available to view the overall feedback and identify feedback trends etc. But what's missing is the ability to easily view customer's feedback directly in Dynamics 365 CE apps. This article will provide a step-by-step guide to a) create a customer feedback survey in Customer Voice, b) then, capture the survey response to calculate the overall CSAT (Customer Satisfaction) score of customer service agents (Case Owners) and c) finally, showcasing the information on a Dashboard in D365 Customer Service app. Step-by-Step Guide Part A: Provision Custome

In the realm of Dynamics 365 CE customisation, specific client requirements often demand tailored solutions. Recently, a client approached us with a nuanced request: they wanted the Reported On (Custom) field of Case record to be dynamically set based on the creation method—either OOB Created On if case is created manually by the user or Created On of the parent Email Activity if the Case is created using 'Convert to Case' option from an Email activity. To achieve this precise functionality, numerous approaches exist. However, the most robust method involves the creation of a custom Plugin. This post serves as a guide detailing the steps to implement a Plugin in Dynamics 365 CE that fulfills this specific client requirement. The primary strategy involves writing a custom Plugin registered at the Pre-Operation stage for the Create message of the Incident entity. This stage ensures access to essential attributes before data persistence in the database. I am assuming that you are