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- Learn how to capture case-resolution feedback, automate survey distribution, and turn Customer Voice responses and satisfaction metrics into service improvements.
This module explains how to:
- Plan a Customer Voice project for a Customer Service feedback scenario.
- Create and customize a case feedback survey.
- Personalize and distribute survey invitations.
- Automate survey distribution when a case is resolved.
- Analyze responses and satisfaction metrics.
- Obtaining customer feedback can help you make better business decisions. In this module, you get started with creating surveys.
In this module, you'll:
- Create your first survey with a theme and custom branding.
- Learn when to use branching rules to guide respondents through a survey.
- Personalize surveys with variables.
- Learn about the various methods that Dynamics 365 Customer Voice provides to help you send powerful surveys to capture feedback from customers and employees.
In this module, you'll:
- Learn how to create email templates to send from Dynamics 365 Customer Voice.
- Learn how to email surveys directly from Dynamics 365 Customer Voice.
- Discover the different methods of sending surveys, including with direct links and QR codes.
- Send survey reminders and learn how to interpret the survey distribution report.
- Create a personalized and automated customer feedback experience by using Microsoft Power Automate.
In this module, you will:
- Learn about the role that Power Automate plays when you are setting up projects and surveys in Dynamics 365 Customer Voice.
- Discover the purpose of using variables to further customize surveys.
- Create a flow in Power Automate to create and send survey invitations to customers.
- Learn how to embed surveys into your website by using Microsoft Dynamics 365 Customer Voice.
In this module, you'll:
- Learn about the use cases for embedding surveys into a website.
- Learn how to embed a survey into a website.
- Use variables when embedding a survey and extract the variables from the context data or a survey response.
- Learn how to create reports and dashboards from your Dynamics 365 Customer Voice data by using Microsoft Power BI.
In this module, you'll:
- Get a basic introduction to Power BI.
- Learn how to use the Dynamics 365 Customer Voice Power BI template.
- Learn how to connect to your Dynamics 365 Customer Voice data through Power BI.
- Create a customized Power BI report and calculate your Net Promoter Score.
