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

Creating a personalized survey

For this example, you would like to send a feedback survey from a list you receive from your operation team. The list includes customer types such as online customers who conduct business through a mobile app and branch customers who visit a branch location. You would like to send personalized surveys that ask different questions based on the customer type.

To create a personalized survey, do the following:

  1. Create a new project at https://customervoice.microsoft.com.
  2. Select a blank template.
  3. On the location selection screen, select the same location that your company uses for Dynamics 365.

    Tip

    If you are using Dynamics 365 and would like to connect survey responses to your customer records, you must change the default location to the same Dataverse environment as your Dynamics 365 instance. You also need to be granted the Project Owner role in Dynamics 365 to connect. Please see Chapter 10, Administering Microsoft Forms and Dynamics...