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.

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Table of Contents (16 chapters)
Preface
Preface
Who this book is for?
What this book covers?
To get the most out of this book
Download the example code files
Download the color images
Conventions used
Get in touch
Reviews
1
Section 1: Working with Microsoft Forms and Customer Voice
Section 1: Working with Microsoft Forms and Customer Voice
Free Chapter
2
Chapter 1: Introducing Microsoft Forms and Customer Voice
Chapter 1: Introducing Microsoft Forms and Customer Voice
What is Microsoft Forms?
What is Dynamics 365 Customer Voice?
Difference between Microsoft Forms and Customer Voice
License requirements for Microsoft Forms and Customer Voice
Summary
3
Chapter 2: Best Practices for Collecting Feedback through Surveys
Chapter 2: Best Practices for Collecting Feedback through Surveys
Designing survey questionnaires
Distributing surveys
Analyzing survey results
Summary
Further reading
4
Chapter 3: Creating a Survey with Microsoft Forms
Chapter 3: Creating a Survey with Microsoft Forms
Creating survey questions
Exploring question types
Branding and styling a survey
Previewing a survey
Sending a survey
Viewing survey results
Summary
5
Section 2: Implementing Common Feedback Solutions with Microsoft Forms and Dynamics 365 Customer Voice
Section 2: Implementing Common Feedback Solutions with Microsoft Forms and Dynamics 365 Customer Voice
6
Chapter 4: Conducting a More Productive Meeting with Microsoft Forms and Microsoft Teams
Chapter 4: Conducting a More Productive Meeting with Microsoft Forms and Microsoft Teams
Sending an anonymous survey before a meeting
Conducting a live poll during a meeting
Collecting and sharing meeting feedback
Summary
7
Chapter 5: Post-Training Assessment and Feedback
Chapter 5: Post-Training Assessment and Feedback
Creating a quiz with Microsoft Forms
Grading and posting quiz results
Collecting training feedback with Microsoft Forms
Using Customer Voice to collect multi-course training feedback
Summary
8
Chapter 6: Conducting an Employee Survey with Dynamics 365 Customer Voice
Chapter 6: Conducting an Employee Survey with Dynamics 365 Customer Voice
Automating new employee hire feedback
Conducting an anonymous employee engagement survey
Summary
9
Chapter 7: Collecting Periodic Customer Feedback with Customer Voice
Chapter 7: Collecting Periodic Customer Feedback with Customer Voice
Creating a personalized survey
Branding the survey
Sending the survey
Viewing survey results
Summary
10
Chapter 8: Automating Customer Support Surveys with Dynamics 365 Customer Voice
Chapter 8: Automating Customer Support Surveys with Dynamics 365 Customer Voice
Customizing Customer Voice support templates
Customizing the Customer Voice report template
Additional ways to collect customer support feedback
Summary
11
Chapter 9: Closing a Feedback Loop with Customer Voice
Chapter 9: Closing a Feedback Loop with Customer Voice
Real-time action with post-survey messages
Alert notifications for satisfaction metrics
Microsoft Forms response workflow with Power Automate
Summary
12
Section 3: Administering Microsoft Forms and Dynamics 365 Customer Voice
Section 3: Administering Microsoft Forms and Dynamics 365 Customer Voice
13
Chapter 10: Administering Microsoft Forms and Dynamics 365 Customer Voice
Chapter 10: Administering Microsoft Forms and Dynamics 365 Customer Voice
Administration setting for Microsoft Forms
Administration settings for Customer Voice
Managing permissions for Customer Voice
Managing project deployment for Customer Voice
Summary
14
Chapter 11: Managing Usage with Dynamics 365 Customer Voice
Chapter 11: Managing Usage with Dynamics 365 Customer Voice
The Customer Voice license model
Survey response usage report
Departmental capacity management
Summary
Why subscribe?
15
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Chapter 1: Introducing Microsoft Forms and Customer Voice

In September 2020, my team released Dynamics 365 Customer Voice as an upgrade for Microsoft Forms Pro. Soon after, we noticed that the Net Promoter Score (NPS) started to fall. From the user feedback, we learned that many users were not happy with the data export functionality in the new product. Along with the product upgrade, we switched the data export format from Excel to .csv format, to enable the exporting of larger datasets. Users hated the new .csv format, so based on the feedback, we quickly made a change to go back to exporting data to Excel format and only provided an option for .csv for larger datasets. After we introduced the change, we saw that the NPS score started to go up again.

That story is a real-life example of how collecting feedback can help you identify issues early, and then track your progress in solving them to make customers happy. Despite our best attempts to use data to drive decisions, many of our day-to-day decisions still rely on intuition. While product leaders use their experience to shape their intuition, occasionally the wrong decision is made, and having a feedback measurement system in place is critical to provide an early warning signal to correct your decision.

Our goal at Microsoft is to make it easy for you to collect feedback from your employees and your customers through two products: Microsoft Forms and Dynamics 365 Customer Voice. Microsoft Forms is a productivity tool targeted at collecting simple surveys and quizzes. Dynamics 365 Customer Voice is an enterprise feedback management system used to collect feedback from employees and customers and integrate the survey data with your existing business application systems. In this chapter, we will review the two products, including their key capabilities and licensing requirements. By the end of this chapter, you will understand the difference between the two products and when to use one over the other.

We will cover the following topics:

  • What is Microsoft Forms?
  • What is Dynamics 365 Customer Voice?
  • Differences between Microsoft Forms and Dynamics 365 Customer Voice
  • Licensing requirements
Previous Section
End of Section 1
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