What is Microsoft Dynamics 365 Customer Voice?

• is a customer feedback management tool that enables you to create surveys and track responses, making gathering feedback easier than ever before.
• It also has a powerful analytic tool that helps you diagnose issues and gain an understanding of how people are using your web application.
• You can set up periodic web tests that will allow you to send requests to the web server to ensure that it’s responding properly and that the website is working the way it’s supposed to
• Some of the things you can track or collect are:
  • What are the most popular webpages in your application, at what time of day and where is that traffic coming from?
  • Dependency rates or response times and failure rates to find out if there’s an external service that’s causing performance issues on your app, maybe a user is using a portal to get through to your application and there are response time issues going through there for instance.
  • Exceptions for both server and browser information, as well as page views and load performance from the end users’ side.
  • Session info – who, what, when, where.
  • Performance and host diagnostics – giving you a complete picture of what’s happening in your application.
  • Trace logs for correlating trace events with requests to help you get a deeper insight into the data and dig deeper into the diagnostics to improve performance.

Features & Benefits

1. Fast set up time: get started quickly with ready-to-use templates or build custom surveys in just a few clicks
2. Connected feedback: connect your data with other Dynamics 365 applications, the Power Platform, and third-party applications
3. GDPR compliant: Dynamics 365 Customer Voice is GDPR compliant
4. Actionable insights: Review the satisfaction metrics and gain actionable insights from the survey responses
5. Create and send a survey: Customer Voice allows you to create surveys using one of the ready-to-use templates or build a survey from scratch. Survey templates include:
   • Periodic customer feedback
   • Order delivery
   • Service visit
   • Support
6. Reviewing the survey feedback: The Satisfaction Metrics dashboard within Customer Voice, allows users to explore the feedback received, with each metric shown using a different visualization
7. Customer Voice Integrations : Wide range of integration is provided as below:
   • Dynamics 365 Sales: open up a customer record and view their Customer Voice Data, such as recent activity, responses, etc.
   • Power Automate: Automatically send a survey when another action is completed, such as sending a survey when a work order is completed or closed in Dynamics 365.
   • Dynamics 365 Marketing: Build surveys using Dynamics 365 Customer Voice and access them directly from Marketing components including the segment builder, the email designer, and the customer journey design

Prerequisites

You must install Dynamics 365 Customer Service in the same tenant as Dynamics 365 Customer Voice

Microsoft Dynamics 365 Customer Voice Survey

Customer Voice Feedback dashboard