Voice of the Customer is a new Dynamics CRM 2016 feature that was created to capture feedback regarding your product or service from CRM. With Voice of the Customer, we can easily set up surveys, distribute them to contacts via workflows, and capture responses. This captured data can be utilized for generating reports, and making appropriate changes to your product/service.
User can take advantage of feature by installing Voice of the Customer solution. The Solution is available globally for Microsoft Dynamics CRM Online subscriptions.
Follow the steps mentioned below to install the solution for CRM Online:
Sign in to https://login.microsoftonline.com with your Global Administrator or CRM System Administrator credentials.
- Click Admin > CRM.
- On the Manage all CRM Online instances page, select the instance to which you want to add the solution.
- Click Solutions. Following screenshot is for your reference:
- Select the Voice of the Customer solution, and then click Install. Proceed through Terms of service to accept the terms.
Prior Installation, Not Installed will be the status. When you click on Install, it will take few minutes to start installation and shows Status as Installation Pending. When the solution gets ready, status will change to Installed.
Note: When a solution is installed, your CRM Online site is in maintenance mode and is offline for a short period of time. It is advisable to install the solution when least troublesome for users.
Enable Voice of the Customer
To start using service, users have to first enable the solution. For enabling it, navigate to solution in setting and click on the recently installed ‘Voice of the Customer Solution’. Click on the Configuration page, accept the Terms and Conditions, and click Enable Voice of the Customer Solution. Find below screenshot for reference.
Configure Voice Of the Customer
A default configuration record would have been created. You can view and modify the configuration form from a new Settings menu known as Voice of the Customer Configuration.
Creating Survey Record
This page allows you to design UI for the survey. It provides options to add pages, questions, ratings, etc.
When the users are done with all design part, they need to publish the survey record.
Creating Survey Activity
By clicking link generated above users can provide feedback. Below is the sample feedback that created for capturing the session.
So, this is how the user can track responses with the help of customized Surveys.
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