With Microsoft Dynamics CRM Online 2016 Update 1 and Microsoft Dynamics CRM 2016 Service Pack 1, we now have an option to track feedback and ratings from customer for records in CRM with the click of a check box.
- A new option appears on general tab on an entity customization form called “Feedback” which once checked creates an 1:N relationship of that entity with feedback entity similar to activities.
- Users can use this entity to enter their response.
- Feedback entity itself is customizable.
You can enable feedback on entities to allow customers to write feedback or provide ratings for any entity record.
Scenario: Business wants to track feedback received from customers on the customer support experience. In this case you can enable feedback for the Case entity to receive feedback.
In case of multiple ratings against one particular record, with use of simple rollup field the ratings can be consolidated.
References
https://www.microsoft.com/en-US/dynamics/crm-customer-center/enable-an-entity-for-feedback.aspx
https://technet.microsoft.com/en-us/library/dn531078.aspx#BKMK_Feedback
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