Get feedback by using Voice of the Customer surveys Install the Voice of the Customer solution Plan a survey Design a basic survey Distribute a

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1 Table of Contents Get feedback by using Voice of the Customer surveys Install the Voice of the Customer solution Plan a survey Design a basic survey Distribute a survey Design an advanced survey Analyze survey data

2 Get feedback by using Voice of the Customer surveys 11/13/ min to read Edit Online You can create and send surveys to your customers to receive their valuable feedback about your products or services. The customers can take your surveys on a phone, tablet, or computer. With Voice of the Customer for Dynamics 365, you create and distribute surveys and store survey responses in Dynamics 365 along with other Dynamics 365 data. You can see your customer's feedback history as you work on a sales prospect (lead) or resolve a service case. When a customer completes a survey, leads can be created automatically based on the feedback. Voice of the Customer for Dynamics 365 is available with Microsoft Dynamics CRM Online 2016 Update and later. Survey lifecycle A survey goes through various stages as you go from analyzing your requirements to analyzing the responses you get. Step 1: Plan the survey Analyze the requirements of the respondents Decide the types of questions you want to include in the survey Step 2: Design the survey Create a new theme, if required Upload your company logo, if required Create the survey and add questions to it Preview the survey Translate the survey as needed by the respondents Publish and test the survey Step 3: Distribute the survey Distribute the survey to anonymous or non-anonymous respondents Create a workflow to automate survey invitations, if required Step 4: Analyze survey data View survey responses Create and analyze reports Privacy notice By enabling Voice of the Customer for Dynamics 365, when you publish a survey from within Dynamics 365, the survey definition will be sent to Azure and stored in Azure Storage. When a respondent submits a survey (by opening the survey invitation link sent to him or her via ), the survey responses are stored temporarily in the Azure Service Bus and then are retrieved and stored in Dynamics 365. After the responses have been stored in

3 Dynamics 365, they are deleted from Azure. Note that it is possible to include Dynamics 365 data such as customer name, product name, case number, etc. in a survey (within survey elements such as questions, answers, etc.) when rendering a survey for a respondent. When a survey invitation link is generated, this Dynamics 365 data would be sent out of Dynamics 365 and stored in Azure SQL Database in exchange for an identifier that is used within the survey invitation link. This identifier is used to show the Dynamics 365 data within the survey after the survey is opened using the survey invitation link. The identifiers within the survey link that is sent over to a respondent is stored in the respondents system. An administrator can enable the Voice of the Customer for Dynamics 365 feature by installing it as a solution in the Dynamics 365 organization. In addition, an administrator can subsequently disable the feature by uninstalling this solution from the Dynamics 365 organization. Azure components and services that are involved with Voice of the Customer for Dynamics 365 functionality are detailed in the following sections. Note: For more information about additional Azure service offerings, see the Microsoft Azure Trust Center ( Cloud Services ( Designer Service (Web Role) This provides multiple Web Services for communication between a Dynamics 365 organization and the multitenanted Voice of the Customer for Dynamics 365 Azure components. For example, surveys are published and stored to Azure Blob Storage. Survey responses are retrieved from an Azure Service Bus queue and returned to be persisted in the Dynamics 365 organization. All requests are authenticated against Azure Active Directory. Survey Runtime (Web Role) This is the web application that serves the surveys to the respondents. Submitted survey responses are stored temporarily on an Azure Service Bus queue before being processed retrieved by a Dynamics 365 asynchronous service. Response Processor (Worker Role) This worker role is responsible for processing the raw completed surveys into valid survey responses that can be created in Dynamics 365. Push Processor (Worker Role) This worker role is responsible for processing the valid survey responses and updating as Dynamics 365 entity records. Azure Key Vault ( All cloud services store configuration data in Azure Key Vault. Organization, tenant data is stored in SQL Azure. Azure SQL Database ( Voice of the Customer for Dynamics 365 uses SQL Azure to store: Piped data Survey metadata Organization (tenant) data Azure Blob Storage ( Survey definitions and partially completed (saved) responses are stored to Azure Blob storage. Azure Content Delivery Network (CDN) (

4 The Voice of the Customer for Dynamics 365 solution uses Azure Content Delivery Network to serve static content to the survey runtime such as images (including uploaded images such as customer logos), JavaScript and CSS. Azure Active Directory ( The Voice of the Customer for Dynamics 365 solution uses Azure Active Directory Service to authenticate web services. Azure Service Bus ( Messages created when a survey is displayed / submitted are stored temporarily to an organization s (tenant s) Azure Service Bus Queue until the Azure worker role pushes the survey responses into an organization s Dynamics 365 instance and persists them as Dynamics 365 entity records.

5 Install the Voice of the Customer solution 11/13/ min to read Edit Online This section provides you the steps to install the Voice of the Customer for Dynamics 365 solutions earlier than 9.0, and also the latest version. If you're an administrator, you can find the version by going to Settings > Solutions. Surveys aren't supported on legacy forms. Install the Voice of the Customer solution, versions earlier than 9.0 Voice of the Customer for Dynamics 365 is a preferred solution that you install from Microsoft Office 365. More information about how to install preferred solutions: Install a preferred solution If you're using Voice of the Customer version or earlier, maximum number of survey responses you can pull per day is 2,400. Enable and configure Voice of the Customer After you've installed the Voice of the Customer for Dynamics 365 preferred solution, you need to enable and configure it in Dynamics Go to Settings > Customizations. 2. Select Solutions. 3. In the list of available solutions, select Voice of the Customer for Dynamics In the Voice of the Customer for Dynamics 365 Configuration screen, select I agree to the terms and conditions and select Enable Voice of the Customer for Dynamics 365. When the configuration is complete, you can start using the Voice of the Customer for Dynamics 365 solution. IMPORTANT The Voice of the Customer for Dynamics 365 preferred solution connects to an external service that isn't completely within the Dynamics 365 compliance boundary. Install the Voice of the Customer solution, version 9.0 and later The Voice of the Customer for Dynamics 365 solution can be installed from Dynamics 365 Administration Center. It is compatible with Dynamics 365 version 8.2 and later. You must be a tenant administrator to install the solution. 1. Sign in to your Dynamics 365 solution as administrator.

6 2. Go to the Dynamics 365 Administration Center, and then select the Applications tab. 3. Select the application row titled Voice Of The Customer, and then select Manage. 4. From the Dynamics 365 Instance drop-down list, select the instance where you want to install the solution. The list of instances only displays the organizations with Dynamics 365 version Accept the license terms. 6. Select Install. Track the installation status 1. Go to the Dynamics 365 Administration Center, and then select the Instances tab. 2. Select the instance name, and then select Solutions. The status is displayed in the Status column. To optimize performance, we recommend following limits for Voice of the Customer for Dynamics 365: Maximum number of surveys you can publish: 200 Maximum number of questions on a survey: 250. If you've enabled feedback for a survey, the maximum is 40 questions. Maximum number of pages per survey: 25 Maximum number of invitations that you can send that include piped data in a 24-hour period: 50,000. If you create more invitations than the specified limit, an error message is displayed. See also Plan a survey Design a basic survey Design an advanced survey Distribute a survey Analyze survey data

7 Plan a survey 11/13/ min to read Edit Online It's important to have a plan for configuring your Voice of the Customer surveys Here are a few things to think about to help you design the right questions for your survey: What's the purpose of your survey? For example, you might want to interact with your customers, promote new products or services, or measure customer satisfaction. If your goal is to measure something, what and how do you want to measure it? How long do you want the survey to be? Keep in mind that longer surveys tend to have higher abandon rates. A good rule of thumb is to keep surveys shorter than five minutes, or no longer than 10 questions (depending on the type of question you ask). How many mandatory questions are to be included in the survey? We recommend that you ask as few mandatory questions as possible. Can you reuse all or part of an existing survey? Do you want to analyze results from multiple surveys at once? You can do this by linking questions across surveys. How do you want to distribute your survey? For example, you can create an anonymous link for a lead creation survey and broadcast it, or you can send personalized links for case closure surveys to your customers. How do you want to send invitations to your survey? For example, you might want to them or post an invitation on your website. In addition, consider these recommendations to help you improve survey response rates: Send the survey with a named contact from your organization, preferably one who your respondents know. Add an image of this contact to the survey. Best practices to create a survey A few best practices will enable you to create a meaningful survey and gather good responses from your customers. You can then analyze those responses and act on them as best suits your organization. A few of the best practices for designing a survey are: Define an objective: Having an objective allows you to properly plan for your survey. This also allows you to identify what results you expect from your customers. You must know how you will use the responses to help you pick the right questions for your survey. Keep the survey short: If you create a survey that takes a long time to complete, you might reduce your response rate. Create a logical flow of questions: Ensure that your survey has a logical flow of questions to keep the respondents interested in the survey. Organize the survey: Group the related questions in a section and place the related sections on a single page.

8 Ask one question at a time: Ensure that you ask only one question at a time to keep your audience focused. Avoid asking questions that are vague or don't communicate your intent. Keep the objective of your questions clear to your respondents. Avoid asking questions that are too narrow, such as "Do you like chocolate and ice cream?" Preview and test the survey: After creating your survey, always preview it to check the overall flow of the survey and to catch any mistakes. After publishing the survey, test it to ensure that respondents can find and open it easily. Mention expectations in the survey invitation: In the survey invitation, ensure that you mention the estimated time to complete it and give a brief overview. This will help respondents submit their input within the expected timeframe. Decide the question type Deciding the question types while planning a survey helps you to create an organized survey and maintain a flow between the questions. The following table describes the Voice of the Customer for Dynamics 365 question types. QUESTION TYPE DESCRIPTION PREVIEW Short answer Question that has a one-line answer. Long answer Question that has multiple lines in the answer, for example verbatim comments. Rating Question that asks a respondent to provide ratings by using stars, emoticons, or flags. Single response Question that allows a respondent to choose only one answer. Note: You can change the response type from the Single Response Type list while creating or editing the question. Multiple response Question that allows a respondent to choose multiple answers.

9 QUESTION TYPE DESCRIPTION PREVIEW Date Question that asks a respondent to select a date. Descriptive text Use to describe elements on the survey page, for example labels. Numerical response Question that allows only numerical responses. Ranking Question that asks a respondent to rank answers in their order of preference. Net Promoter Score Customer Effort Score CSAT Question that captures the satisfaction of the respondent based on the likelihood of their recommending the product or services to a friend. Question that captures the satisfaction of the respondent based on the effort spent on doing business, on a fivepoint scale. Question that captures the overall satisfaction of the respondent with the product or agent, on a five-point scale. Fixed sum List of questions that ask a respondent to distribute ratings for the given criteria that add up to 100.

10 QUESTION TYPE DESCRIPTION PREVIEW Upload file Smilies rating Allow a respondent to upload a file. Supported file types:.png,.jpg,.gif,.doc,.docx,.pdf,.xls,.xlsx,.zip,.txt,.ppt,.pptx Maximum file size: 5 MB Question that asks a respondent to express their satisfaction by using emoticons ("smilies"). The following table describes the question types to use when you need to address multiple questions that use the same option set. QUESTION TYPE DESCRIPTION PREVIEW List of ratings List of questions that ask a respondent to rate multiple items by using emoticons. Single rating in columns List of questions that allow a respondent to select one answer from a column of choices. Multiple ratings in columns List of questions that ask a respondent to select multiple answers from a column of choices. More information about how to add a question to your survey: Create and add survey questions Available workflows in Voice of the Customer Voice of the Customer provides the following workflows out-of-the-box. WORKFLOW NAME PRIMARY ENTITY DESCRIPTION

11 WORKFLOW NAME PRIMARY ENTITY DESCRIPTION VoC - Close Survey Activity Survey Activity Close a survey activity when a closing response is received. VoC - Convert Response To Feedback Entity Survey Response Create a feedback entity record corresponding to the survey response. VoC - Convert Survey Response To Campaign Response Survey Response Create a campaign response based on the survey invitation and survey response. VoC - Create Lead Survey Response Create a lead corresponding to the anonymous survey response. VoC - Process Face Response Survey Response Process the survey response and classify the respondent as promoter, detractor, or neutral. VoC - Process NPS Response Survey Response Process the survey response and classify the respondent as promoter, detractor, or neutral. VoC - Process Survey Response Survey Response Trigger a workflow based on the survey response. VoC - Unsubscribe respondent Survey Response Unsubscribe the respondent from a channel (for example, ) based on the response. You can also create a workflow that sends a survey to a customer, asking for the feedback as soon as a case is closed. More information about creating a new workflow in Dynamics 365: Create custom business logic through processes See also Design a basic survey Design an advanced survey Distribute a survey Analyze survey data

12 Design a basic survey 11/13/ min to read Edit Online After deciding the types of questions you want to include in your survey, you must now create the survey. This chapter provides information about the basics of survey designing, for example, creating a survey theme, adding questions to the survey, and so on. More information about advanced survey design: Design an advanced survey You must be assigned the Survey Administrator or Survey Designer role to perform the actions described in this chapter. The Survey Administrator role has access at the organization level, whereas the Survey Designer role has access at the business-unit level. Create a survey theme You can create a theme for your survey to match your company's style. Themes define the color scheme for your surveys. You can design multiple themes and use them in different surveys. 2. Go to Voice of the Customer > Themes. 3. To create a new theme, select New. 4. To edit the default theme, select Default in the list of themes. 5. Enter the name of the theme. 6. Adjust the color of the elements on a survey page by specifying hue, saturation, and lightness. 7. Select Save. Upload image You can upload images to Dynamics 365 and add them to your surveys later. After an image is uploaded, you can reuse it in multiple surveys. 2. Go to Voice of the Customer > Images.

13 3. Select New. 4. Enter values in the Name, Image Title, and Alternative Text fields. 5. Select Save to save the record so you can upload an image and add other information. 6. Under Custom Icon, in the Upload your image to remote server field, select Choose File, and then select the image you want to upload. 7. Select Submit. 8. From the Image Format field, select the format of the image you uploaded to preview it. You can select from.gif,.jpg, and.png. 9. Select Save in the lower-right corner of the screen. Create or edit a survey After creating a theme for your survey and uploading the images to Dynamics 365, you can start creating your Voice of the Customer survey. 2. Go to Voice of the Customer > Surveys. 3. To create a new survey, select New. 4. To edit an existing survey, select the name of the survey. 5. Enter information in the Summary area, and then select Save to create the survey record so you can continue creating your survey. 6. In the Survey Runtime area, specify the theme and logo image you want to use. Also, set the values for header and footer text, navigation, and other options. 7. In the Invitations and Actions area, specify values for each field. 8. Edit the items in the Advanced and Feedback areas as necessary. 9. Select Save. Create and add survey questions After your survey is created, you can start adding questions to it by using the survey designer. By default, following pages are available in the survey designer: Welcome page: Displays a welcome message to the respondent. Question page: Contains questions for the respondent. Complete page: Displays a thank-you message to the respondent. You can add more pages as required by your survey. Add or edit a survey page 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey for which you want to add or edit a page. 4. From the Survey box, select Designer.

14 5. To add a new page, select Add at the lower-left side of the survey designer. 6. To edit a page, select the page on the left side of the survey designer, point to the page name, and select one of the editing buttons that appear to the right of the page name. To edit an item on a page, point to the item and select one of the editing commands that appear to the right of the item. If you need help, point to an editing command to read its tooltip. Add questions to a survey 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey to which you want to add questions. 4. From the Survey box, select Designer. 5. Select the page on which you want to add a question. 6. To add a question, drag the type of question you want from the Survey parts pane to the location you want on the survey page. If you need help, point to a survey part to read the tooltip. More information: Decide the best question type 7. To edit a question, point to the question, and then select Edit. 8. To add a new page or edit an existing page, see Add or edit a page. Drag-and-drop editing only works with a mouse or other pointing device. It's not supported through touch on devices with touch screens, like tablets. Do not copy and paste the question text from the question editor. You must copy and paste from Notepad, and then format it by using the question editor. 9. To personalize your survey with fields like the customer's name or service case number, use piped data. More information: Personalize a survey 10. To take different actions based on a customer's response in the survey, like showing additional questions or sending a request for contact to a user within your organization, use response routing. More information: Design interactive surveys 11. To save your work, select Save in the lower-right corner of the screen. Import a section into a page You can import a section (along with its questions) from another survey into your survey. In this way, you can reuse existing questions without having to re-create them. You can drag the section to a new position on the page. 2. Go to Voice of the Customer > Surveys.

15 3. Select the name of the survey into which you want to import a section. 4. From the Survey box, select Designer. 5. Edit the page into which you want to import the section. 6. In the Section To Copy And Import field, browse to the section to be imported. 7. From the Automatically Link Questions list, choose whether to link the questions. 8. Select Save in the lower-right corner of the screen. The section is imported, and the word - Imported is appended to the section name. Share questions between surveys by using linked questions You can easily share questions between surveys for reporting purposes by using linked questions. For example, you might have a common question about customer satisfaction that you ask all respondents at the end of each survey and you want to report on that question from all surveys. Another example where linking questions is recommended is for multilingual surveys: you might have cloned the survey for five different languages but want to report on the results across all languages. Linked questions are also used by response routing rules to create actions from a survey response. To create a linked question: 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey in which you want to create a linked question. 4. From the Survey box, select Designer. 5. Edit the question you want to link. 6. From the Create Linked Question list, select Link. 7. From the Linked Question field, browse to and select the question to be linked.

16 8. Select Save in the lower-right corner of the screen. Personalize a survey Use placeholders to automatically insert Dynamics 365 information into your survey. Piped data is used as placeholders to include personalized Dynamics 365 data in your survey. For example, you can use piped data to automatically insert a customer's first name into the text on your survey's Welcome screen. You can add the following data as placeholders: User data (for example, a customer service representative's name) Customer name Service name Product name Date and time Location Insert personalized data in a survey 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey to which you want to add piped data. 4. From the Survey box, select Designer. 5. Select Edit on the question or element to which you want to add piped data. 6. Place the cursor at the location where you want to add the piped data field. 7. From the (Pipe) list, select the field you want to add. For example, if you want to display the customer's name, select Customer. The _CUSTOMER_PIPED_DATA_ field is inserted at the cursor location. For example, the line: Thank you, _CUSTOMER_PIPED_DATA_! Your feedback will help us improve the service we deliver to you. will look like this when a customer named Marie takes your survey:

17 Thank you, Marie! Your feedback will help us improve the service we deliver to you. 8. Select Save in the lower-right corner of the screen. Piped data can be used in personalizing survey invitations. More information: Personalize survey invitations Don't use piped data if you plan to distribute a survey anonymously. Piped data will not be replaced with actual Dynamics 365 data in an anonymous survey. Piped data placeholders are replaced with the values specified in appropriate fields in a survey activity or invitation, or survey . Preview, publish, and test the survey After you have created and edited a survey, you can preview, publish, and test the survey before distributing it to the respondents. The Preview, Publish, and Test commands are available on the toolbar at the top of the screen. To preview a survey, select Preview. We recommend that you preview the survey before publishing it to catch and rectify any missing information. To publish a survey to the cloud, select Publish. After publishing a survey, you can distribute it to respondents. To step through your survey as it will look to respondents, select Test. You can't test a survey until after you publish it. For example, if you add two questions to a published survey, you preview it first to see whether the survey is working fine. After previewing the survey, you publish it to the cloud, and then you can test the survey to see how it will look to respondents. If you test the survey before you publish it, you will not see your recent changes. Survey responses are not stored in Dynamics 365 when you preview or test a survey. Clone or import an existing survey You can reuse existing questions and sections to avoid creating the same questions multiple times for different surveys. If you want to reuse only a section from another survey in your survey, you can import the section. If you want to create a survey exactly like another survey with some minor changes, you can clone a survey. If you want to move a survey from one environment to another, you can import the survey. Clone a survey Cloning a survey means creating an exact duplicate survey where only the name is different. The new survey is created with an integer appended to the survey name. The cloned survey will be in Draft status. The questions are separate from the first survey, and any changes to either survey is not reflected in the other survey.

18 To clone a survey, it must be in Published status. You cannot clone a survey that is in Draft status. 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey you want to clone. 4. Select Clone on the toolbar. Import a survey You can create a survey in one environment, test it, and then move it to the production environment. 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey you want to move to another environment. 4. Select the survey XML file under the Notes section and save it to the location you want. 5. Sign in to the Dynamics 365 environment to which you want to move the survey. 6. Go to Settings > Voice of the Customer Imports. 7. Select New. 8. Enter information in the General area. If you need help, point to any field to read the tooltip. 9. To overwrite the existing survey, select Yes from the Overwrite Survey field. If you select No, a copy of the survey is created. 10. In the Survey Xml To Import field, paste the survey XML. 11. Select Save in the lower-right corner of the screen. The survey is imported and available at Voice of the Customer > Surveys. Translate a survey After creating a survey, you can translate it into other languages as required by your respondents.

19 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey you want to translate. 4. Select the Translations.xml file in the Notes section, and then save it to the location you want. If the Translations.xml file is not available, select Export translations on the toolbar at the top of the screen to generate the file. 5. Open the file in Excel, and then go to the Translations tab. 6. Add a column to the right of the base language (for example, en for English), and specify the locale for the language in the column heading (for example, es for Spanish). You can also specify a locale in the heading (for example, en-uk for English in the United Kingdom). Add columns for each language or locale you need. You must only use the language codes supported by Dynamics 365 for the system-provided strings to be translated into, otherwise they will be displayed in the base language. You must be sure to mention specific locales where multiple dialects are supported. 7. Add translations to each language or locale column. You can retrieve translations from Bing translations. If your text strings have HTML in them, you'll need to encode them. For example, you need to encode: <b>hello!</b> as: <b>hello!</b> You can use any HTML encoder. 8. After completing your translations, save the file, go back to Dynamics 365, and then delete the Translations.xml file by selecting the delete icon next to the file.

20 The delete icon is visible only when you point to the file name. If you accidentally delete the Translations.xml file, select Export translations on the survey page to generate the file. For every language added in the Translations.xml file, remember to provide a translation for each string in that language while editing it in Excel. 9. Select Attach, browse to your new Translations.xml file, and then select Done. A survey can be translated into multiple languages if the translations file consists of the translations with the correct country codes in each column. If you add or change a question after adding your edited translations file, you need to add the translation for that question. To get an updated version of the translation file, select Export translations on the survey page and repeat the steps to add your new translations. We recommend that you preview the survey with the latest translation file to detect any translation errors. Dynamics 365 automatically detects the language at runtime based on the respondent's browser preferences. If no translation exists for that language, the survey will use the base language strings instead. Users can change the language of the survey by selecting the language they want from the drop-down list. Close or stop a survey You can close a survey on a designated date by specifying the Close Date while creating or editing the survey. If you want to stop the survey immediately, select Stop on the toolbar. We recommend that when you create a survey you specify a redirect URL to display to users when the survey is closed, stopped, or an error has occurred. See also Plan a survey Design an advanced survey Distribute a survey Analyze survey data

21 Distribute a survey 11/13/ min to read Edit Online After your survey is ready, you can distribute the survey and invite respondents to take part in it. You can distribute surveys in either of the following ways: Anonymous: For these surveys, Dynamics 365 doesn't know who the respondents are. You can distribute a link to the survey by using , the social sites Twitter or Facebook, or other webpages. These types of surveys are best suited for lead creation or information-gathering where the identity of the respondent is not important. Non-anonymous: You send survey invitation links to specific contacts, accounts, or leads in Dynamics 365. You can personalize the invitation links by using the customer name, product name, agent name, and so on. Distribute a survey to anonymous respondents If you configure your survey to allow anonymous respondents, you can copy the survey URL and paste it from the survey to the medium you want to use to send it. You can send it in , post it on social media sites like Twitter or Facebook, or publish it on your website. 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey for which you want to receive anonymous responses. 4. Under Summary, select Yes for the Anonymous Responses field. If you select No for the Anonymous Responses field and send the link to a customer, the survey will not be rendered. 5. Under Invitations and Actions, copy the link from the Anonymous Link field and send it to your respondents. 6. To embed the survey in an iframe on your website, select the Run in IFrame check box. The IFrame URL field is displayed with the HTML code. 7. Copy the HTML code from the IFrame URL field and paste it on your website. 8. Save the changes. Dynamics 365 doesn't associate responses with a customer record in Dynamics 365. If you want to create a lead from an anonymous response, set Create Lead For Anonymous Responses to Yes. More information: Create a lead from a survey response Distribute a survey to non-anonymous respondents For non-anonymous surveys, the link you send to respondents is specific and unique for each customer. Dynamics 365 generates the URLs for you to use when you create a survey invitation or embed the survey snippet in an .

22 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey for which you want to receive non-anonymous responses. 4. Under Invitations and Actions, copy the value from the Snippet field and send it to your respondents through Dynamics You can also select Copy Snippet on the toolbar to copy the snippet. 5. Under Invitations and Actions, enter a value in the Invitation Link Text field. The value entered in this field is displayed as a link to the respondent when they take the survey. 6. Save the changes. Note: If the Restrict Multiple Completions field is set to Yes when you create the survey, the respondent can't take the survey again. For example: You create an and paste the survey snippet in the body. When you save the , the snippet changes to the invitation link text you specified.

23 Send an invitation by using an template You can create an template with the survey snippet and use it to send s to Dynamics 365 contacts. You can send direct to a contact in Dynamics 365 by selecting the survey template from the template list. You can also select an template when you create an in Dynamics 365: 1. Select Insert Template from the toolbar. 2. Select the template. 3. Select Select. The body and subject are populated as specified in the template. Create survey invitation or survey activity You can create a survey activity or survey invitation to create personalized invitation links to be distributed by

24 using a non Dynamics 365 program. These personalized invitation links have the following advantages: You can add piped data to the survey. You can provide additional information to be associated with the survey invitation. This can be achieved through setting: The Regarding field. Any out-of-the-box fields on the survey activity, such as Stage or Reminder. Any additional custom fields to the entity. The activity is not an activity for example, it might be a telephone survey. To create a survey invitation or survey activity: 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey for which you want to create a survey invitation or survey activity. 4. Select the down arrow next to your survey name at the top of the screen, and then select Survey Invitations. 5. Select Add New Survey Activity. 6. Enter the required information in the General and Advanced sections. If you need help, point to any field to read the tooltips. If you have used piped data in the survey, ensure that the data is entered in the appropriate piped data field in the Advanced section. 7. Select Save. The invitation link is displayed in the Invitation Link field. 8. Copy the link and share it by using a third-party provider. If you send by using Dynamics 365, a survey activity is created automatically for the respondent. Personalize survey invitations If you want to personalize your survey invitation in a Dynamics 365 , make sure your survey snippet contains piped data, and then add a vertical bar ( ) (also called a pipe), plus the parameters after the GUID, in your invitation. The syntax to insert piped data in a survey snippet is: [Survey-Snippet-Start][ID] [PIPE_NAME]=[PIPE_VALUE][Survey-Snippet-End] The available piped data names are: User Customer Product

25 Service Datetime Location Other1 Other2 For example, this survey snippet contains piped data for Customer, User, and Other_1 (used for the case number): Thank you, _CUSTOMER_PIPED_DATA_! Your feedback will help us improve the service we deliver to you. Please take the time to answer a few questions regarding case number OTHER_1_PIPED_DATA_ and Customer Service Representative USER_PIPED_DATA_. In the invitation, add the piped data field, followed by an equal sign (=) and the value. You can add multiple parameters, separated by a pipe ( ). Using the survey snippet example above, the following line in an invitation: [Survey-Snippet-Start]bd3b2cc e511-80bd db50802 customer=marie other_1= user=nancy[survey-snippet-end] would look like this to the customer: Thank you, Marie! Your feedback will help us improve the service we deliver to you. Please take the time to answer a few questions regarding case number and Customer Service Representative Nancy. Automatically send survey invitations You can create a survey invitation from a workflow to gather feedback after an event in the customer journey. For example, you can send a satisfaction survey after a case is closed to gather feedback. You can create a workflow to send , as shown in the following image. You can paste the survey snippet in the body to generate a specific URL invitation. You can also insert piped data to personalize the invitation for the respondent.

26 Track survey invitations You can use the survey dashboard to track surveys you have sent to your respondents. Use the dashboard to select a combination of views and charts to see the results you're interested in. You can also create your personal, customized view to see the results. 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey you want to track. 4. From the Survey box, select Dashboard. 5. Select a view and chart from the view list and chart list, respectively for example, My Open Survey Invites as the view and Survey Invites By Month as the chart. The corresponding chart is displayed. See also

27 Plan a survey Design a basic survey Design an advanced survey Analyze survey data

28 Design an advanced survey 11/13/ min to read Edit Online This section provides information about advanced features for designing surveys, for example, response routing, scoring, piping, and so on. Design interactive surveys by using response routing When you want to ask additional questions based on responses in a survey, create one or more response routing rules for the response you want more information about. For example, for the question How likely is it that you would recommend us to a friend?, you can create a response routing rule to ask the reason if someone responds Not likely. 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey to which you want to add a response routing rule. 4. Select the down arrow next to your survey name at the top of the screen, and then select Response Routings. 5. Select Add New Response Routing. 6. Enter a name for the response routing rule in Name, and then select Save so you can continue editing your response routing. 7. In the Conditions area, select the plus sign (+) to add a response condition. 8. In the Question field, browse to and select the question for which you want to create a rule. After you select a question, a few fields are enabled as defined by the selected question type. 9. Select values for Operator, Comparison Value, and Answer fields. The fields will differ based on the selected question type and operator.

29 10. Select Save. 11. In the Actions area, select the plus sign (+) to add a response action. 12. In the Name field, select the search button, and then select + New. 13. Enter a name for the action, and then select one of the following scopes: Client: Choose this if the action occurs within the survey (for example, show or hide a question). In the Client area, select the survey and the action to take, and then select Save. More information: Client-side routing Server: Choose this if the action occurs outside of the survey (for example, request contact or unsubscribe). In the Server area, select the action type, and then select the users or queues to notify, if applicable. Select Save. 14. In the Actions area, select the plus sign (+), browse to and select the action you created. 15. In the Otherwise area, create an action by following the steps you took to add a response action. This

30 action is triggered when the above-mentioned response action does not meet the specified response condition. For example, you added an Net Promoter Score question to the survey and you want to collect feedback when the rating is less than 5. Client-side routing You can use client-side routing to keep the survey relevant to the respondent and interactive. For example, show or hide a question based on the response to another question. Note: Be careful not to create a huge logic tree with many combinations of response actions, because this will increase your testing effort. Instead, split the survey into multiple, smaller surveys and send invitations to different groups of people. When you design an interactive survey and select Client as Scope, the following actions are available: Show: Shows a page, section, grid, or question based on a given response. Hide: Hides a page, section, grid, or question based on a given response. Skip to: Skips to a section, question, or grid based on the answer of a question. End survey: Goes to the end of the survey. This is useful for qualification questions. Chain survey: Opens a different survey based on a given response. Toggle visibility: Changes the visibility from visible to hidden and vice versa, depending on the current state of the control. Additional fields are displayed based on the selected action. If you need help, point to any field to read the tooltips. Add the unsubscribe option to a survey You can configure your survey to include a link that allows a respondent to unsubscribe from the survey. If this option is configured, the respondent is redirected to another survey to capture reasons for unsubscribing. When

31 the response is received in Dynamics 365, the respondent's contact preferences can be updated to prevent further surveys being sent. Unsubscribe actions work only for customer records stored in Dynamics 365 and not for anonymous surveys. 1. Create a survey that contains the questions to capture reasons for unsubscribing. 2. Open the survey to which you want to add the unsubscribe option. 3. Under Summary, select Yes for the Allow Unsubscribe field. Two new fields are displayed: Unsubscribe Survey and Unsubscribe Link Text. 4. From the Unsubscribe Survey field, select the survey you created to capture reasons for unsubscribing. 5. In the Unsubscribe Link Text field, enter text to display to the respondent. 6. Select Save in the lower-right corner of the screen. Create a lead from a survey response You can configure your survey to create a lead automatically from a survey response that is given by an anonymous respondent. 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey for which you want to create a lead automatically for an anonymous respondent. 4. Under Invitations and Actions, select Yes for the Create Lead For Anonymous Responses field. 5. Save the changes. 6. From the Survey box, select Designer. 7. Edit the questions you want to configure to create the lead by selecting a lead attribute from the Response Mapping list. More information: Store responses in a custom field by using response mapping 8. Save the changes. When a survey generates an anonymous response, and is configured to create a lead, the Create Lead workflow is invoked in the background for creating the lead. The lead entities are mapped to the survey response fields as described in the following table. LEAD ENTITY SURVEY RESPONSE FIELD Job Title Job Title

32 LEAD ENTITY Business Phone Company Website Country/Region City SURVEY RESPONSE FIELD Telephone Company Website Country City Street 1 Street 1 Street 2 Street 2 Street 3 Street 3 State/Province ZIP/Postal Code Fax First Name Last Name Owner Salutation <<Any custom field>> State Postal Code Fax First Name Last Name Owner Salutation <<Custom Text>> After a lead is created, the Respondent field in the survey response is updated with the lead ID. Automatically send an response You can configure your survey to automatically send an response to the customer (account, contact, or lead) after the survey is completed. The is sent by using a Global template type. 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey for which you want to send automatic response. 4. Under Invitations and Actions, select Yes for the Automatically Send Response field. The field is displayed. 5. From the list, select an template.

33 6. Select Save in the lower-right corner of the screen. The is sent only for a non-anonymous response. More information about how to create a new template of type Global: Create templates for See also Plan a survey Design a basic survey Distribute a survey Analyze survey data

34 Analyze survey data 11/13/ min to read Edit Online Voice of the Customer stores all survey responses in Dynamics 365, and you can analyze them by using features such as: Survey response entity Advance find queries Dynamics 365 reports Feedback entity Survey dashboard You can also generate custom reports based on the responses to meet your requirements. More information about creating reports: Create or edit a report using the Report Wizard Survey responses A survey response record is created after a respondent submits a survey. Based on the response received, out-ofthe-box workflows are triggered, and the corresponding fields are populated in the survey response. If you have mapped the question responses to additional fields, the mapped field is populated with the survey response. To view all survey responses: 2. Go to Voice of the Customer > Survey Responses. 3. Select the survey response you want to view. To view survey response for a survey: 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey for which you want to view survey responses. 4. Select the down arrow next to your survey name at the top of the screen, and then select Survey Responses. 5. Select the survey response you want to view. Additionally, you can export survey responses to Excel and perform further analysis by using Excel features. More information: Export data to Excel You can also use Advanced Find to create customized queries. For example, you can create a query to fetch all the survey responses where the Net Promoter Score is equal to Detractor. More information: Advanced Find search

35 Store responses in a custom field by using response mapping Voice of the Customer provides some additional fields in the Survey Response entity on the Measures tab in the Survey Response form. You can map and store the response to a question in these fields. To map the response to a question to a field, you must select the field from the Response Mapping list in the question form when you create the question. Response mapping makes the question responses directly available as part of the Survey Response entity and, therefore, readily available to reports and workflows. The mapping fields available on the survey response are listed in the following table. SALUTATION COMPANY RESPONSE GENERIC NUMBER 11 LINKED ANSWER 2 First Name Generic string 2 Generic number 14 Linked Answer 3 Last Name Custom Value Generic number 13 Linked Answer 4 Job Title Generic text 4 Generic number 16 Linked Answer 5 Street1 Generic text value 5 Generic number 15 Linked Answer 6 Street 2 Generic text 6 Custom Number Linked Answer 7 Street3 Generic number 12 Generic number 17 Linked Answer 8 City Generic number 1 Generic number 21 Linked Answer 9 State Generic number 4 Generic number 19 Linked Answer 10 Postal Code Generic number 3 Date Linked Answer 11 Country Generic number 6 Custom Date 1 Linked Answer 12

36 SALUTATION COMPANY RESPONSE GENERIC NUMBER 11 LINKED ANSWER 2 Telephone Generic number 5 Satisfaction Rating (Whole Number) Linked Answer 13 Website Response Generic number 8 Satisfaction Rating Linked Answer 14 Response Generic number 7 Customer Effort Score Linked Answer 15 Fax Generic number 10 Linked Answer 1 Run and export reports You can run the following reports for a survey: Net Promoter Score: Displays the monthly Net Promoter Score details measured by the survey. Survey Export: Displays survey responses in a tabular format. Survey Summary: Displays a summary of survey responses. To run and export a report: 2. Go to Voice of the Customer > Surveys. 3. Select the name of the survey for which you want to run a report. 4. Select More Commands on the toolbar, select Run Report, and then select the report you want to run. 5. To export the report, select Export, and then select the format you want: XML file with report data CSV (comma-delimited) Acrobat (PDF) file MHTML (web archive) Excel TIFF file Word The report is exported in the selected format. View survey invitations and responses The survey dashboard allows you to view the summary of survey invitations and responses. You can select a combination of view and chart to see the results you're interested in. You can also create your personal, customized view to see the results.