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Archive for March 31, 2016

CRM 2016 – Voice of customer’s survey

March 31, 2016 5 comments

Capturing customer feedback is crucial in any Service industry to serve Customer better. In Dynamics CRM, Survey feature was the ask from many customers across the world. It has been addressed in the latest release of CRM 2016.

  • “Voice of the Customer survey” is a new feature which is in preview mode, currently available on CRM Online 2016 Update 0.1.
  • We can create and send out surveys to get feedback from your customers about your products or services.
  • We can capture and store the responses in CRM.
  • Respondents can take the surveys on a phone, tablet, or computer.

Below are steps to configure and use Survey feature.

Set up ‘Voice of customer’ in your CRM online

  • ‘Voice of customer’ feature comes as solution and need to be installed in CRM online instance.
  • Open ‘CRM Online Administration Center’ and click on ‘Solutions’
Available solutions

Voice Of The Customer – available solutions

  • From the available list choose ‘Voice of the customer’ solution and click ‘INSTALL’.
Install solution

Install solution

Accept the terms & conditions

  • After the Installation completes, open the CRM instance.
  • Open the solution and on configuration page ‘Accept the condition’ to start using Survey feature.
Agreement

Agreement

Configure Survey

  • After the solution installation, there will be a ‘Voice of the customer’ tab on sitemap.
Voice Of The Customer - Sitemap

Voice Of  The Customer – Sitemap

  • To configure a new ‘Survey’ click on ‘Voice of the Customer -> Surveys’
  • There is a pre-built ‘Default Survey Template’ available, where you can use or you can create a new Survey.
  • “Survey” form has all the details corresponding to the Survey right from Theme,Logo etc…
Survey Details

Survey Details

  • Every Survey record has 3 forms
    • Survey: Details of the Survey
    • Designer: Where we design the survey with question and answers
    • Dashboard: Reports
Survey forms

Survey forms

Design Survey

  • Open the ‘Default Survey Template’ and select “Designer” form.
Survey Designer

Survey Designer

  • Drag and drop the available controls to create the Survey.
  • In my sample, I created a “Diet Survey” with a question of type “Single Response” and “Rating” control.
  • Once the design complete, you can preview and Publish the Survey.
Survey Preview

Survey Preview

Send the Survey

  • Once you Publish the survey, CRM gives you a URL (Anonymous Survey), where it can be forwarded to Customers to capture their feedback.
Survey Invitations

Survey Invitations

  • Copy and open the URL from ‘Anonymous Link’ and complete the survey
Survey Capture

Survey Capture

Capture the Survey Response

  • Once Customer submitted the response, it will be stored as a record in “Survey Response”.
Survey Responses

Survey Responses

  • More details will be captured about survey in the ‘Survey Response ‘ record.
Survey Response Details

Survey Response Details

🙂

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