Considerations when deploying Customer Voice in the Enterprise

In this blog post, the author sheds light on some important considerations that enterprises need to keep in mind while deploying Customer Voice. Customer Voice is an app designed for enterprise feedback management and it is relatively less customizable than other Dynamics 365 apps. The first consideration to keep in mind is data storage and its management. The blog provides a visual representation of data flow and explains that the data is stored in the Customer Voice app and Dataverse environments, and is also processed by Azure Cognitive Services and sent to customers via Dynamics 365 marketing.

The second consideration is the project, and the blog explains that users can have access to Customer Voice in all environments (Dev/QA/Test/Prod) under the same app. Additionally, the contacts are populated into the project from the connected environment. Furthermore, the blog highlights the importance of using Customer Voice with Customer Service, which needs to be in the same tenant to enable features like auto-send survey when a case is closed in Customer Service.

The next consideration in deploying Customer Voice is security, which entails providing users with the project owner security role or a custom role that has the relevant privileges. The blog also explains that an application user account is created to integrate with Azure services. Ownership of records created in Customer Voice is another vital consideration, and the blog explains the logic for survey response ownership.

The sixth and final consideration is deleting survey data, where users need to delete it from the Customer Voice app, which is then synced with Dataverse. The author concludes by highlighting the importance of keeping these considerations in mind, and welcomes feedback and experiences on deploying Customer Voice.

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