- [Narrator] 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.
All your surveys from Forms Pro
are now moved to Customer Voice
and you'll be able to perform
all of the actions here
that you were performing in Forms Pro.
There's no impact on your
existing Forms Pro surveys
with the transition to Customer Voice.
You'll now have new capabilities
along with the new user interface.
Customer Voice introduces a new concept
called project management
that helps you in managing
your surveys better.
A project contains multiple surveys
that share common satisfaction
metrics and settings.
You can create a project from either one
of the ready-to-use project templates,
or from scratch by using a blank template.
Creating a project from a template
gives you out-of-the-box survey questions,
satisfaction metrics, and workflows.
Customer Voice includes support
for setting standardized
satisfaction metrics
such as sentiment;
Net Promoter Score, or NPS;
Customer Satisfaction, or CSAT;
and mapping the metrics
to survey questions.
If you have added an NPS question
or tagged a text question
for sentiment analysis,
the corresponding NPS
and sentiment metrics
are created in Customer Voice.
A dashboard is automatically created
for each set of metrics
showcasing recent scores and trends.
The dashboard is available
under the Reports tab
in the left navigation pane.
The Home tab allows you
to create a project,
open recently accessed projects,
and view satisfaction metrics.
It provides a personalized experience,
enabling users to
collect customer feedback
and get relevant insights
quickly and easily
all in a few clicks.
The All Projects tab
contains a list of all
projects created by you.
You can create new projects
and manage existing projects.
The Reports tab allows you
to view the satisfaction metric dashboard
and responses to your surveys.
All your surveys from Forms Pro
are migrated as individual
projects in Customer Voice.
You can find all your Forms Pro surveys
as projects on the All Projects tab.
You can manage a project
by hovering over it,
selecting the ellipsis button,
and then selecting an action
from the context menu.
You can choose to rename, copy, share,
or delete the project.
Select a project to open it.
By default, the survey is opened
with the Design tab selected.
You can continue to add and edit questions
on the Design tab as you
were doing in Forms Pro.
You can customize the thank
you message and footer text
at bottom of the survey designer.
Open the Customization pane
on the right side of the survey designer
to add satisfaction metrics,
to create branching rules
to add logic to your survey,
to add variables to
personalize your survey,
to add languages to create
a multi-lingual survey,
to change the branding of your survey,
or to change the
formatting of your survey.
Select the Preview button on the toolbar
at the top of the page
to see how the survey will look
on a computer or mobile device.
To share the survey with other people,
select the Share button from the toolbar
at the top of the page
and add people to share the survey with.
To send a survey,
go to the Send tab
and send your survey either by
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 web page;
generating a sharable link;
and generating a QR code.
Email templates that
you created in Forms Pro
are migrated as personal templates.
You can import them to
your surveys as required.
You can create an email template
from the built-in email
composer in a survey.
The email templates
created in Customer Voice
are part of a project.
When you share or copy a project,
email templates are also shared
or copied along with it.
You can also reuse email templates
from other surveys by importing them.
The email templates also
support multi-language
to enable you to translate
the email invitation
to your customer's preferred language.
After you send the invite,
the invite report is
displayed on the Send tab.
To send survey invitations
to more recipients,
select Resend and then select a channel
to send your survey to.
The email templates can also
be used in Power Automate flows.
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,
click the respondent's pane
on the right side of the report
and double click the respondent's
name to see the response.
You can also combine surveys
from multiple projects
to simplify survey management.
To combine surveys,
you can move a survey from one
project to another project.
Open the survey to be moved.
In the left navigation pane,
hover over the survey
and select Move from the action menu.
In the Move window,
select the project to which
the survey needs to be moved.
You can create a project from either one
of the ready-to-use project templates,
or from scratch by using a blank template.
You can create a new project either from
the All Projects tab or the Home tab.
In this video,
we'll create a new project
from the All Projects tab.
On the All Projects tab,
select New Project.
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 Forrester 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.
After selecting a template,
select an environment where
the project will be stored
and then select Create.
The survey with the default
questions is opened.
Add or edit the questions, if required.
You can also choose to create
the project from scratch
by selection the blank template.
You can also create multiple
surveys within a project.
To create a new survey
within an existing project,
select New Survey in the
left navigation pane.
Then, add questions to the
survey as usual, customize it.
The surveys will share common
satisfaction metrics and settings.
To send your survey,
go to the Send tab
and send it to your audience.
Start using Dynamics 365 Customer Voice
by going to customervoice.microsoft.com.
