- [Instructor] Customer
Voice is an enterprise
feedback management
application that enables you
to easily keep track
of the customer metrics
that matter most to your business.
It provides an easy and
friction-free experience
from creating surveys
to generating actionable
insights based on customer feedback
with minimal setup time.
With Customer Voice, you can
create enterprise surveys
and customize them to match
your company's branding.
When you create a survey, it
is created within a project.
You can create a new project every time
or create a new survey
within an existing project.
You can consider a project as a container
of multiple surveys that
share common metrics
and settings to simplify
survey management.
You can also add standardized
satisfaction metrics,
such as sentiment, net
promoter score or NPS,
customer satisfaction or CSKT
and map the metrics to survey questions.
A dashboard is automatically created
for each set of metrics showcasing
recent scores and trends.
To get started, sign into customer voice,
and select the New project button.
Customer Voice offers
ready-to-use project templates
that include industry best
practice survey questions,
pre-configured satisfaction metrics,
and workflows for
Dynamics 365 applications.
The Periodic Customer
Feedback template is based on
Forester Research
Customer Experience or CX,
best practices and includes
questions to measure
customer sentiment at regular intervals.
The Order Delivery template
enables an organization
to collect timely feedback
after an order is delivered.
It also includes a workflow
to automate sending a survey
after an order is complete.
The survey is sent to the customer,
and the response is
automatically integrated
with the order and customer records.
The Service visits template
enables an organization
to collect timely feedback following
a customer visit scheduled
with the Dynamics 365
Field Service application.
The Support template provides
an out of the box end-to-end
solution for measuring
customer satisfaction
for your dynamics 365
case management process.
You can also choose to create the project
from scratch by selecting
the Blank Template.
For this example,
we'll use the Periodic
Customer Feedback template.
After selecting the template,
select an environment
where the project will be
stored and then select Create.
The survey with the
default questions is opened
with the Design tab selected by default,
add or edit the questions if required.
Using the Customization
pane on the right side
of the survey designer,
you can Review satisfaction
metrics created
as per the project template
or add a new metric.
Create branching rules to
add logic to your survey,
add variables to personalize your survey,
add languages to create
a multilingual survey,
change branding of your survey,
or change formatting of your survey.
For this example,
we'll change the theme
and font of the survey.
From the Customization pane,
open the Branding panel,
expand the theme color section,
and select a color from the color picker.
Expand the Font section
and select a font
for both the survey header
and the survey body.
Previewing the survey is easy.
Simply select the Preview
button from the Tool Bar
at the top of the page
to see how the survey
will look on a computer
or a mobile device.
The survey can now be
shared with your team
for collaboration and feedback
by selecting the Share button
from the toolbar at the top of the page.
Browse and add people to
share the survey with.
To send the survey, go to the Send tab.
Customer voice allows you to
send a survey in many ways,
such as using the built-in email composer,
configuring a trigger for
power automate to send a survey
when a business scenario is fulfilled,
such as closing a customer case.
Embedding the survey on a webpage,
generating a shareable link
and generating a QR code.
For this example, we're
going to distribute
the survey using the
built-in email composer.
Select the Email button.
A default subject and
message are displayed
for the recipient in the email body
along with a link to the survey.
Add the customer's first and last names
to personalize the email message.
Add your recipients in
the recipients field.
You can populate the recipients field
by using any of the following methods.
By entering an email address manually,
entering a name, email address,
or distribution list from
Azure Active Directory,
entering a contact or contact list view
from Common Data Service.
The contacts are populated
from the environment
in which your project is created,
or uploading a CSV file by
selecting Upload Contacts.
For this example,
we're going to add contacts
from the Contacts list,
and select a Send Email
to send the survey.
When you send a survey invitation
and analytics report is
created that you can use to
track the survey invitations.
It shows the number of invitations sent,
the number of recipients that
opened the email invitation,
the number of recipients
that started the survey,
and the number of recipients
that completed the survey.
To send survey invitations
to more recipients,
select Resend, and then select a channel
to send your survey to.
After you've received
responses to your survey,
you can view them on the Reports tab
in the left navigation pane.
Select your survey to see responses
to questions in the survey.
To see the responses of
a particular respondent
open the Respondent's
pane on the right side
of the report and double click
a respondent's name to see their response.
You're now ready to use Customer Voice.
