As mentioned in CRM Team Blog, Voice of the Customer surveys is now a feature in Microsoft Dynamics CRM Online 2016 Update 0.1 and out of preview. Using which you can create surveys to capture feedback regarding your product or service from CRM. Recipient can take the survey on any web enabled device and the response is logged into CRM. This captured data can be utilized for generating reports, analyzing trends and making appropriate changes to your product/service. More information on the product is available here.
Enable CRM tenant for Voice of Customer
Though late as my CRM online tenant was set up in APAC region, yesterday my org was provided with an option to install two new solutions, Voice of Customer and Fantasy Sales team. To use these features, your O365 admin should install and enable these solution for the organization. Details for doing it are available here.
Once the solution is installed and displayed on your O365 page, you can navigate to your CRM 2016 tenant.
Configure Voice of Customer
Successful installation of the solution will add new tab to the ribbon named “Voice of Customer” which contains all related entities.
Before you can start using the service, you are required to enable it.
For enabling it, navigate to Settings à Solutions à Voice of Customer solution.
Select the agreement check box and click “Enable Voice of the Customer” button.
Once this is done, you are ready to start using the feature.
The configuration page of solution also provides you a link to Configuration Entity for VoC.
This configuration entity consists of details like default email template, Organization Id, Content Delivery Network path, etc.
Creating a new Survey
To create a survey, navigate to Voice of the Customer à Surveys and create a new record.
On the New Survey page, we have 3 options
Survey: This page has all configuration related data for the survey like Survey Appearance (Theme, Logo, Redirect URL, Redirect Text, and Header Text), Invitations and Actions, Feedback, etc.
Designer: This page allows us to create the UI for the survey. It provides options to add pages, questions, ratings, etc.
Dashboard: Here we can see the details regarding the response obtained for the feedback.
Once a survey is created, you can preview it from the Survey page itself before publishing it.
No feedback data of the preview will be stored in CRM.
Creating a Survey Activity
** We are creating this manually but I’m sure we should be able to automate it using processes too.
A survey activity can be created from most of the entities in CRM like Contact, Account, Case, etc. We will be creating one form Contact.
Navigate to Contact and open a record for which we want a survey. In the related records, select Survey Activity and “Add New Survey Activity”.
Set the activity details like Regarding, To, Survey, etc. Once saved this will generate the survey invitation Link that can be sent to users for providing feedback.
Executing/providing the feedback
End users can provide feedback simply by clicking the feedback link provided to them. Below is the sample feedback that I created for capturing the session feedback (one of the hobby project I’m working onJ)
Tracking the Survey Response
Survey response can be tracked from related Survey Response for Survey Activity.
I’m still exploring the feature more. Please comment if you have anything to share on same.