Benefits of Pause and Resume Customer Voice Survey feature

By | July 13, 2021

Introduction

Microsoft introduced Customer Voice in 2020 to get feedback from the customer and save it into Customer voice entities in Dynamics 365 CRM. They also introduced new features in the Customer voice.

In this blog, we will discuss one of the new features of customer voice i.e., Pause and Resume Customer Voice. Please find the Microsoft Document Link for the same:

https://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/customer-voice/dynamics365-customer-voice/pause-resume-survey

We recently came across a scenario where the client had a long feedback form for their customers. Here, it happened that the customers did not fill up all the details or just partially filled-up the survey and when they reopened the same survey link to finish the survey, it was found that the previously filled details were lost. To overcome this scenario, we checked new features and came across ‘Pause and Resume Customer Voice’ feature.

By using this new feature, we can save the progress of the filled survey by enabling the “Save survey progress” option in the Customer Voice Survey.

Given below are the steps to enable the “Save survey progress” option.

Step 1: Open https://customervoice.microsoft.com/

Step 2: Click on All Projects and open the Project if you have already created one. Otherwise, create a new project by clicking on the “New Project” Button which is present on the right-hand side top corner, as shown below:

Customer Voice Survey

Step 3: Open Customer Voice Survey / create New Survey from Project and click on ‘Send’ tab, as shown below.

Customer Voice Survey

Step 4: Click on the Customization button to expand the customization tab and in that click on “Distribution settings” to open Distribution settings, as shown below:

Customer Voice Survey

Customer Voice Survey

Step 5: Click on Participants to expand Participants options.

Customer Voice Survey

Step 6: Enable the “Save survey progress” option to Save incomplete customer responses for 28 days, as shown below:

Customer Voice Survey

After enabling “Save survey Progress”, we need to wait to save the setting in the Customer Voice Survey.

Save survey Progress

After enabling this setting, we can send the survey to the customer using email, link, embed, etc.

Note:

  1. After enabling “Save survey Progress”, it will save responses and if we disable this option then all the saved responses will be removed from those surveys which are yet to be submitted.
  2. As per the Microsoft document, the response will be saved only for 28 Days.

Conclusion:

We can save the progress of the filled survey by enabling the “Save survey progress” option in the Customer Voice Survey.

Reference:

https://docs.microsoft.com/en-us/dynamics365-release-plan/2021wave1/customer-voice/dynamics365-customer-voice/pause-resume-survey

https://docs.microsoft.com/en-us/dynamics365/customer-voice/save-survey-progress

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