Manage ratings and reviews
Commerce uses Microsoft Azure Cognitive Services to automatically moderate review text by redacting profane words. In addition, moderators can use the ratings and reviews moderation tool for the following manual tasks:
- Moderate reviews by responding to them or removing them.
- Delete a customer’s reviews at the customer’s request.
To access ratings and reviews moderation features in the e-Commerce site management tool, follow these steps:
Sign in to Dynamics Lifecycle Services.
Open the project that contains the environment where you want to initialize e-Commerce.
In the Environments section, select the environment.
Under Environment features, select Commerce manage.
On the e-Commerce tab under Links, select e-Commerce site builder.
To read the reviews that have been created by customers, you can do a review search through the Moderation page based on Product ID, Product name, or Review text. Additional filters let you limit the reviews by period, rating, channel, or concern status (taken down, responded, or reported).
Occasionally, customers who purchased a product might express their satisfaction or dissatisfaction, or state that they don’t understand how to use the product. As a moderator, you can post a response to a review, which you can create by using the Moderation page. This response appears together with the review on the site.
Potentially, moderators might have a business justification for taking down customer reviews. You can take down a review by locating the review on the Moderation page, setting a reason from the Takedown Review drop-down menu, and then selecting the Take down button.
A business running an e-Commerce site can either opt in to require manual moderation of the reviews and ratings that come in, or they can have them automatically published to the site. Selecting to opt into manual moderation allows a business more control over the content that ends up on their website and can prevent any inappropriate reviews from being displayed. When a moderator is reviewing ratings or reviews, they will be able to approve for publication to the e-Commerce site by providing a valid business reason. Throughout the review process, Azure Cognitive Services will continuously filter for profanity in all titles and content to ensure that a business’ website is protected.
See Enable the Require moderator for ratings and reviews feature in Commerce site builder to learn more about how to set up the manual moderation process.
In certain cases, customers might want their ratings and reviews to be permanently deleted from an e-Commerce website. This request can be honored through the base functionality of Commerce, which allows for the deletion of customer ratings and reviews. When a moderator receives a removal request from a customer, they can use the review deletion feature, paired with the account information of the customer, to remove the ratings and reviews in question.
It can take up to seven days for customer data to be completely removed from Commerce, so moderators should take that into consideration when communicating with customers. In the case where multiple items are in the search results, which can happen when customers have changed their names in their account settings, the moderator must select Delete for each item separately.
Moderators can use the ratings and reviews moderation tool to import ratings and reviews data in bulk, which they can then use to analyze trends. Then, they can use a Power BI template that includes basic metrics to connect bulk-imported data and view a dashboard. This template can also be customized to meet the specific needs of the moderator. To download ratings and reviews data, you can use the Reporting section of the moderation tool and select Download reviews data to retrieve the data in a comma-separated (CSV) format.
From the Reporting section, you can also view the ratings and reviews trends by using a Power BI template. To complete this task, you need to download the Power BI template and set it up with the already downloaded ratings and reviews CSV file as a data source. After applying the new data source and a period for processing the data, you will be able to view the analyzed ratings and reviews trends.