Microsoft Dynamics 365 - Customer Voice - An Overview - Part-1

If you're looking for an Enterprise Customer feedback design, collection and management app, Microsoft Dynamics 365 - Customer Voice might be just what you need! This tutorial provides an overview of the features that come with this tool.

With Customer Voice, you can design and send surveys, collect and analyze feedback, and store data in Dataverse. It's important to note that Customer Voice is an enhancement of and re-branding of Microsoft Forms Pro, so those who have used it before will find it familiar.

One of the unique features of Customer Voice is the ability to create a project that acts as a repository for all survey-related data. This includes surveys, satisfaction metrics, email templates, Power Automate flows, and reports. The project is linked to a specific Dynamics 365/Power Platform Dataverse environment, and there are customizable project templates available, as well as a blank template to start from scratch. Projects can also be shared with other users.

Once a project is set up, it's time to design the survey! Surveys can be customized to include personalization options, branding, metrics/KPIs, languages, branching, and formatting. You can preview and test the survey before sending it out using email, Power Automate, or embedding it on a webpage. Distribution settings can also be customized.

Finally, Customer Voice lets you analyze the responses received and generate reports. There are two types of reports: Satisfaction metrics (which are based on the answers to questions linked to metrics such as CSAT, NPS, and sentiment) and survey responses (with a report generated for each survey sent and response received).

This overview should give you a good idea of how Customer Voice works. Stay tuned for more important considerations and tips on using this tool!

@MihirCRM

365WithoutCode

Link to the full article: http://365withoutcode.blogspot.com/2020/12/microsoft-dynamics-365-customer-voice.html