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Microsoft Dynamics 365 Customer Voice

Post Author: Mark Laming |

Dynamics 365 Customer Voice is the latest survey management tool from Microsoft. The Dynamics Customer Voice survey tool allows you to request and collate feedback from your customer base from across the different engagement channels, create rich-looking surveys using the many customization features available, gain insights into what your customer base thinks about including NSP and CSAT scores and finally integrate with Dynamics 365 Customer Engagement, allowing where feedback can be stored in Dynamics and enhancing the 360 degree view of your customer.

Getting Started

To begin using Customer Voice, proceed to https://dynamics.microsoft.com/en-gb/customer-voice/overview/ and click on Get started to complete the sign-up process:

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Alternatively, click the Sign In option (if you already have a Microsoft account) and then click Get started to complete the setup process.

Planning a Project

Projects are a container for several surveys and reports that a team of users can access and work on together to create, manage and report on feedback. Projects can be restricted to certain users, meaning if there are divisions within your organization where you only want certain people to access and update the surveys this is a feature that can be leveraged.

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There are also several project templates that allow the user to get a quick start on setting up surveys and reports – you can select one from the list or choose a blank one to start from scratch. Some of the templates currently available are as follows:

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To start creating a new project, select the All projects link on the left-hand navigation panel,

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then click on New project.

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Whichever template you choose, you will be asked to select the Dynamics instance to which to link the project. Depending on which environment you have access to, it will be listed under this view.

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Once the environment has been chosen, the Project will appear with the Surveys and Reports sections.

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Building a Survey

Depending on the choice made in the previous steps, either an existing template survey will be available and/or the option to create a new survey. To create a new survey, click the New survey link as indicated above and begin to start configuring the form.

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There are numerous customizations that a user can make to the survey:

  • Apply a theme to the survey.
  • Adding a new logo to the header.
  • Adding a background image to the header.
  • Add new sections and within those sections Choice, Text, Rating, Date, Ranking, Likert, File Upload (internal staff only) and a Net Promoter Score and CSAT.
  • Make questions mandatory or not.
  • Hide or show questions using branching rules.
  • Post survey message.
  • Footer changes.

Additionally, the following options are available to the survey designer:

  • Add satisfaction metrics.
  • Branching logic, e.g., if response is yes, display an additional question, otherwise hide or skip an entire section.
  • Personalization, e.g., Dear <firstname> at the first section of the survey.
  • Language packs can be uploaded.
  • Branding such as fonts, theme color and an overall background can be applied.
  • Formatting including showing a progress bar, show or hide the question number and finally ability to shuffle the questions to avoid bias.

As we can see, the Customer Voice form editor allows the user to apply numerous customizations and personalization resulting in a survey that closely aligns to your brand’s theme and colors.

Another important feature is the ability to preview it in either desktop or mobile mode as pictured below:

Desktop

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Mobile

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Survey Distribution

Once the survey has been built, it can be distributed using the following options:

  • Send using Power Automate Flow.
  • Via email using the Customer Voice email editor.
  • Embed code onto a form.
  • Share a link.
  • Via a QR code.

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Please note: if the email route has been selected, the user will have the ability to import contacts from a file following the guidelines below:

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Prior to sending the survey, the user can select Distribution settings per survey, as shown:

  • Participants, e.g., limiting the survey to people in the organization, one response per person, save survey progress up to 28 days.
  • Responses, e.g., set the survey to be live between certain dates and limit the number of responses.
  • Availability, e.g., how long the survey link is active, in days.
  • Email, e.g., setting the survey from email address.
  • Notifications, e.g., send confirmation to respondents and receive an email notification on submission of a survey.

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Reporting on Survey Feedback

The Customer Voice survey tool comes with several useful reports and monitoring features, including Alerts, Satisfaction metrics and survey-specific reports including message delivery reports.

The Alerts feature allows the user to set up pre-defined rules to actively monitor responses as they arrive. If the response matches the configured rule it will show under the Alerts page.

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Within the Alerts page the response can be assigned to a case worker to monitor progress and resolve the case.

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A Satisfaction metrics report is available out of the box to help users track the overall satisfaction of the submitted surveys as they arrive.

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Within the Reports section is an area to access the number of responses and the overall response per question displayed in various chart formats.

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Finally, a useful email delivery report displaying the number of invitations sent, how many have opened the email, any failures and anyone who has unsubscribed.

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In summary, Customer Voice allows users to work collaboratively under one system utilizing the Project feature that is available, create graphically rich surveys applying personalization and style before distributing it across multiple channels and a reporting suite with a light touch case management area to handle any negative feedback and resolve accordingly. Pretty cool!

Joe CRM
By Joe D365
Joe D365 is a Microsoft Dynamics 365 superhero who runs on pure Dynamics adrenaline. As the face of PowerObjects, Joe D365’s mission is to reveal innovative ways to use Dynamics 365 and bring the application to more businesses and organizations around the world.

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