- [Instructor] Customer Voice is an enterprise
feedback management application that enables you
to easily keep track of the customer metrics
that matter most to your business.
It provides an easy and friction-free experience
from creating surveys to generating actionable
insights based on customer feedback
with minimal setup time.
With Customer Voice, you can create enterprise surveys
and customize them to match your company's branding.
When you create a survey, it is created within a project.
You can create a new project every time
or create a new survey within an existing project.
You can consider a project as a container
of multiple surveys that share common metrics
and settings to simplify survey management.
You can also add standardized satisfaction metrics,
such as sentiment, net promoter score or NPS,
customer satisfaction or CSKT
and map the metrics to survey questions.
A dashboard is automatically created
for each set of metrics showcasing recent scores and trends.
To get started, sign into customer voice,
and select the New project button.
Customer Voice offers ready-to-use project templates
that include industry best practice survey questions,
pre-configured satisfaction metrics,
and workflows for Dynamics 365 applications.
The Periodic Customer Feedback template is based on
Forester Research Customer Experience or CX,
best practices and includes questions to measure
customer sentiment at regular intervals.
The Order Delivery template enables an organization
to collect timely feedback after an order is delivered.
It also includes a workflow to automate sending a survey
after an order is complete.
The survey is sent to the customer,
and the response is automatically integrated
with the order and customer records.
The Service visits template enables an organization
to collect timely feedback following
a customer visit scheduled
with the Dynamics 365 Field Service application.
The Support template provides an out of the box end-to-end
solution for measuring customer satisfaction
for your dynamics 365 case management process.
You can also choose to create the project
from scratch by selecting the Blank Template.
For this example,
we'll use the Periodic Customer Feedback template.
After selecting the template, select an environment
where the project will be stored and then select Create.
The survey with the default questions is opened
with the Design tab selected by default,
add or edit the questions if required.
Using the Customization pane on the right side
of the survey designer,
you can Review satisfaction metrics created
as per the project template or add a new metric.
Create branching rules to add logic to your survey,
add variables to personalize your survey,
add languages to create a multilingual survey,
change branding of your survey,
or change formatting of your survey.
For this example,
we'll change the theme and font of the survey.
From the Customization pane, open the Branding panel,
expand the theme color section,
and select a color from the color picker.
Expand the Font section and select a font
for both the survey header and the survey body.
Previewing the survey is easy.
Simply select the Preview button from the Tool Bar
at the top of the page to see how the survey
will look on a computer or a mobile device.
The survey can now be shared with your team
for collaboration and feedback by selecting the Share button
from the toolbar at the top of the page.
Browse and add people to share the survey with.
To send the survey, go to the Send tab.
Customer voice allows you to send a survey in many ways,
such as using the built-in email composer,
configuring a trigger for power automate to send a survey
when a business scenario is fulfilled,
such as closing a customer case.
Embedding the survey on a webpage,
generating a shareable link and generating a QR code.
For this example, we're going to distribute
the survey using the built-in email composer.
Select the Email button.
A default subject and message are displayed
for the recipient in the email body
along with a link to the survey.
Add the customer's first and last names
to personalize the email message.
Add your recipients in the recipients field.
You can populate the recipients field
by using any of the following methods.
By entering an email address manually,
entering a name, email address,
or distribution list from Azure Active Directory,
entering a contact or contact list view
from Common Data Service.
The contacts are populated from the environment
in which your project is created,
or uploading a CSV file by selecting Upload Contacts.
For this example,
we're going to add contacts from the Contacts list,
and select a Send Email to send the survey.
When you send a survey invitation and analytics report is
created that you can use to track the survey invitations.
It shows the number of invitations sent,
the number of recipients that opened the email invitation,
the number of recipients that started the survey,
and the number of recipients that completed the survey.
To send survey invitations to more recipients,
select Resend, and then select a channel
to send your survey to.
After you've received responses to your survey,
you can view them on the Reports tab
in the left navigation pane.
Select your survey to see responses
to questions in the survey.
To see the responses of a particular respondent
open the Respondent's pane on the right side
of the report and double click
a respondent's name to see their response.
You're now ready to use Customer Voice.