![Dynamics 365 Contact Center – Configure feedback surveys using Copilot Studio [MC1056198]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-sebastian-411207-1024x683.webp)
Message ID: MC1056198
We are announcing the Configure feedback surveys using Copilot Studio feature. With this feature you can create and manage surveys that go out to the customers after a call or conversation ends. This feature will be generally available for the voice channel on April 30, 2025. Please note, this feature will remain in public preview for all other channels.
How does this affect me?
Feedback surveys unify the process of configuring the surveys across channels while using the generative AI capabilities of Copilot Studio agents.
With this feature, you can:
- Use Copilot Studio agents to gather customer feedback and configure contextual actions, depending on the feedback.
- Unify and centralize the process of configuring surveys across all channels—messaging, voice, and custom channels.
- Use predefined templates to create surveys.
- Allow supervisors to view and review feedback summarized into actionable insights.
What do I need to do to prepare?
Please ensure that the following prerequisites are met prior to the release of this feature:
- Copilot Studio and the channels in Dynamics 365 Contact Center or Dynamics 365 Customer Service are available in the same environment.
- Assign the Omnichannel Administrator role.
This message is for awareness and no additional action is required.
Source: Microsoft
![Power Automate – Upcoming changes to flow sharing experience [MC1056010]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-pixabay-227692-150x150.webp)
![Microsoft Copilot Studio – Introducing Draft with Copilot [MC1056220]](https://mwpro.co.uk/wp-content/uploads/2024/08/pexels-steve-26975400-150x150.webp)
The recent announcement regarding the “Configure feedback surveys using Copilot Studio” feature in Dynamics 365 Contact Center is set to make waves for both admins and users alike. This new functionality is not just a minor enhancement; it represents a significant step toward a more streamlined and efficient customer feedback process.
For admins, this update simplifies the daunting task of survey configuration across multiple channels. Gone are the days of juggling different systems for voice and messaging feedback. With the power of Copilot Studio, admins can now unify their survey processes, making it easier to gather actionable insights. The ability to use predefined templates is like having a cheat sheet during a tough exam—it helps you get it right without breaking a sweat! Plus, the insights that supervisors can glean from summarized feedback will empower them to make informed decisions that improve overall service quality.
On the user side, this feature enhances the customer experience by allowing for quick and contextual feedback collection right after a conversation. Imagine finishing a call and being asked for your thoughts while the experience is still fresh in your mind—this is where the magic happens. It encourages honest feedback and helps businesses fine-tune their services based on real-time data.
The impact of these changes is likely to be profound. By harnessing the power of generative AI, feedback surveys will not only be more efficient but also more relevant. This could lead to improved customer satisfaction and loyalty, which every business strives for.
So, whether you’re an admin looking to streamline your processes or a user eager to share your thoughts, this update is something to look forward to!
I’d love to hear your thoughts on this new feature! How do you think it will impact your experience? Share your insights in the comments below, and let’s keep the conversation going. For more updates, don’t forget to check out other posts on mwpro.co.uk!