Microsoft Dynamics 365 Customer Service — Question 56

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?

Answer options

• A. You should make use of the VoC – Process Survey Response workflow.
• B. You should make use of the VoC – Close Survey Activity workflow.
• C. You should make use of the VoC – Convert Response To Feedback Entity workflow.
• D. You should make use of the VoC – Convert Survey Response To Campaign Response workflow.

Correct answer: A

Explanation

The correct answer is A because the VoC – Process Survey Response workflow is specifically designed to handle survey responses and trigger necessary escalations in support. Options B, C, and D do not focus on processing survey responses for escalations, making them unsuitable for this requirement.