- [Narrator] 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.
All your surveys from Forms Pro
are now moved to Customer Voice
and you'll be able to perform
all of the actions here
that you were performing in Forms Pro.
There's no impact on your existing Forms Pro surveys
with the transition to Customer Voice.
You'll now have new capabilities
along with the new user interface.
Customer Voice introduces a new concept
called project management
that helps you in managing your surveys better.
A project contains multiple surveys
that share common satisfaction metrics and settings.
You can create a project from either one
of the ready-to-use project templates,
or from scratch by using a blank template.
Creating a project from a template
gives you out-of-the-box survey questions,
satisfaction metrics, and workflows.
Customer Voice includes support
for setting standardized satisfaction metrics
such as sentiment;
Net Promoter Score, or NPS;
Customer Satisfaction, or CSAT;
and mapping the metrics to survey questions.
If you have added an NPS question
or tagged a text question for sentiment analysis,
the corresponding NPS and sentiment metrics
are created in Customer Voice.
A dashboard is automatically created
for each set of metrics
showcasing recent scores and trends.
The dashboard is available under the Reports tab
in the left navigation pane.
The Home tab allows you to create a project,
open recently accessed projects,
and view satisfaction metrics.
It provides a personalized experience,
enabling users to collect customer feedback
and get relevant insights quickly and easily
all in a few clicks.
The All Projects tab
contains a list of all projects created by you.
You can create new projects
and manage existing projects.
The Reports tab allows you
to view the satisfaction metric dashboard
and responses to your surveys.
All your surveys from Forms Pro
are migrated as individual projects in Customer Voice.
You can find all your Forms Pro surveys
as projects on the All Projects tab.
You can manage a project
by hovering over it,
selecting the ellipsis button,
and then selecting an action from the context menu.
You can choose to rename, copy, share,
or delete the project.
Select a project to open it.
By default, the survey is opened
with the Design tab selected.
You can continue to add and edit questions
on the Design tab as you were doing in Forms Pro.
You can customize the thank you message and footer text
at bottom of the survey designer.
Open the Customization pane
on the right side of the survey designer
to add satisfaction metrics,
to create branching rules to add logic to your survey,
to add variables to personalize your survey,
to add languages to create a multi-lingual survey,
to change the branding of your survey,
or to change the formatting of your survey.
Select the Preview button on the toolbar
at the top of the page
to see how the survey will look
on a computer or mobile device.
To share the survey with other people,
select the Share button from the toolbar
at the top of the page
and add people to share the survey with.
To send a survey,
go to the Send tab
and send your survey either by
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 web page;
generating a sharable link;
and generating a QR code.
Email templates that you created in Forms Pro
are migrated as personal templates.
You can import them to your surveys as required.
You can create an email template
from the built-in email composer in a survey.
The email templates created in Customer Voice
are part of a project.
When you share or copy a project,
email templates are also shared
or copied along with it.
You can also reuse email templates
from other surveys by importing them.
The email templates also support multi-language
to enable you to translate the email invitation
to your customer's preferred language.
After you send the invite,
the invite report is displayed on the Send tab.
To send survey invitations to more recipients,
select Resend and then select a channel
to send your survey to.
The email templates can also
be used in Power Automate flows.
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,
click the respondent's pane
on the right side of the report
and double click the respondent's name to see the response.
You can also combine surveys
from multiple projects
to simplify survey management.
To combine surveys,
you can move a survey from one project to another project.
Open the survey to be moved.
In the left navigation pane,
hover over the survey
and select Move from the action menu.
In the Move window,
select the project to which the survey needs to be moved.
You can create a project from either one
of the ready-to-use project templates,
or from scratch by using a blank template.
You can create a new project either from
the All Projects tab or the Home tab.
In this video,
we'll create a new project from the All Projects tab.
On the All Projects tab,
select New Project.
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 Forrester 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.
After selecting a template,
select an environment where the project will be stored
and then select Create.
The survey with the default questions is opened.
Add or edit the questions, if required.
You can also choose to create the project from scratch
by selection the blank template.
You can also create multiple surveys within a project.
To create a new survey within an existing project,
select New Survey in the left navigation pane.
Then, add questions to the survey as usual, customize it.
The surveys will share common
satisfaction metrics and settings.
To send your survey,
go to the Send tab
and send it to your audience.
Start using Dynamics 365 Customer Voice
by going to customervoice.microsoft.com.