Tuesday, 31 October 2017

CREATE SURVEY USING VOICE OF CUSTOMER IN DYNAMICS 365

A step by step guide to create survey using voice of customer in dynamics 365


First of all, go to the Admin center in Dynamics 365, Applications area and choose Voice of Customer Application and click install.









After clicking on the install button and it show up with the voice of customer as been installed successfully.


The Voice of the Customer functionality allows you to add theming to your surveys.  
To do so you just navigate to the Images and Themes area of the Voice of Customer 
And from there you can go ahead and create an Image record and upload a logo that you want to use in your survey will be accomplished in later steps.  After you upload the logo and save the record you’ll be able to see a preview of the image.





You can also go to the themes area and create your own logo and i strongly advice you to appoint UX designer to create the logo for your organisation image.



Now you have your image and theme setup, you’re ready to create your survey. 
  • Navigate to Voice of the Customer –> Surveys, and click New to create your new survey.  
  • You’ll see on the survey form that there are a lot of options to configure your survey.
  • We’re not going to cover them all in this post but you’ll notice that the we’re able to apply the Image and Theme we created previously.






In order to actually start building out the survey questions, you need to change from the 
Survey to the Designer form.  You’ll notice that here there’s also the Dashboard form where
you can see statistics about survey responses.  For now we’ll click on Designer and start creating some questions.

On the Designer form, you have the ability to add or delete pages in your survey via the buttons that appear underneath the vertical page layout on the left.  You can’t delete the Welcome or Complete page – 
those are required for all surveys.When in the design mode, you’ll be able to drag question types from the right over onto the main pane in the middle.  When you hover over a question on the page, 
you’ll be able to delete the question, make quick edits inline on the page to the question label, or click the pencil icon to take you to a more advanced editor so you can change more settings for the question other than the label. 






The following code snippet can be placed in the email or link to the website, embed the code with custom code:

[Survey-Snippet-Start]2dfd9f6d-400e-4488-ad18-773357e758ea[Survey-Snippet-End]

You can create  the response routing see the below image.



Something else you can do to add logic to your survey is to create Response Routings.  An example of when you’d use a response routing is if 
you want a customer to fill out an additional question, if they answered a certain way on a previous question.  For example, 
you may ask the customer how they’d rate the experience with your company, and if they provide a low rating, 
you may want to display an additional question to gather more information on why they felt that way.  
To get to response routings, click on the related records dropdown of your survey.

When you setup your response routing rules, you need to create Conditions and Actions for each Response Routing.  
See below how we’re only showing the “Can you please provide us with additional information” question if the user responded 1 to the star rating question.  
Otherwise we don’t show it.

After completing the above, your survey is ready to be published.  If you toggle back to the Survey form, you can click on the Preview button to see 
what the survey would look like to your end users. 
When you’re all set, you can click on Publish so that the survey is now accessible externally.

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