Book Image

Working with Microsoft Forms and Customer Voice

By : Welly Lee
Book Image

Working with Microsoft Forms and Customer Voice

By: Welly Lee

Overview of this book

Microsoft Forms and Dynamics 365 Customer Voice enable organizations to collect and analyze feedback from employees and customers, helping developers to integrate their feedback and business users to collect feedback that will guide them to develop customer-centric solutions. This book takes a hands-on approach to leveraging Microsoft Forms and Dynamics 365 Customer Voice capabilities for common feedback scenarios and covers best practices and tips and tricks to have your solution up and running in no time. You'll start by exploring common scenarios where organizations collect feedback from employees and customers and implement end-to-end solutions with Forms. You’ll then discover how to create surveys and get to grips with different configuration options commonly used for each scenario. Throughout the book, you'll also find sample questions and step-by-step instructions for integrating the survey with related technology such as Microsoft Teams, Power Automate, and Power BI for an end-to-end scenario. By the end of this Microsoft book, you’ll be able to build and deploy your complete solution using Microsoft Forms and Dynamics 365 Customer Voice, allowing you to listen to customers or employees, interpret their feedback, take timely follow-up action, and monitor results.
Table of Contents (16 chapters)
1
Section 1: Working with Microsoft Forms and Customer Voice
5
Section 2: Implementing Common Feedback Solutions with Microsoft Forms and Dynamics 365 Customer Voice
12
Section 3: Administering Microsoft Forms and Dynamics 365 Customer Voice

Additional ways to collect customer support feedback

Customer Voice provides flexibility as to when you can send a survey, how to deliver survey invitations, and how to collect feedback. Let's start with sending the survey invitation.

Sending surveys on demand from Dynamics 365

In addition to sending a survey automatically when a case is resolved in Dynamics 365, Customer Voice also provides an add-on solution that you can install on your Dynamics 365 instance to enable users to send surveys on demand when working on a support case record in Dynamics.

Customer Voice publishes the Send Survey solution in App source (see https://aka.ms/SendSurveyApp). The Send Survey solution is designed to allow Dynamics 365 users to send a survey without needing to be given access to Customer Voice. The Customer Voice survey owner can share the survey broadly with their team using the standard share function in Dynamics 365. All shared-with users will then be able to send the survey...