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

Summary

In this chapter, we reviewed the administrative settings for Microsoft Forms and Dynamics 365 Customer Voice to enable you to set the policy for surveys created in your organization. Customer Voice includes built-in integration with Dataverse. You can use the default Dataverse instance or a Dynamics 365-based Dataverse instance. When you connect Customer Voice to Dynamics 365 instances, you need to assign additional roles in the Dynamics 365 to ensure that only authorized users can send surveys to your contacts in Dynamics. Finally, we reviewed how to copy Customer Voice projects from one environment to another for multi-environment deployments.

In the next and last chapter of this book, we will review Customer Voice licensing and how you can manage license allocation.