You might want to send surveys to your customers to get feedback about
- Their experience with technical support
- How they enjoyed your product
- How an event went
- Your company’s performance (using NPS – Net Promoter Score)
Or you might want to send out a poll to gather opinions from a large set of people
The preferred option to send feedback forms and surveys in Dynamics 365 is to use Microsoft Customer Voice (previously Forms Pro)
Do I have Customer Voice? Is it part of Dynamics 365?
Customer Voice is included with these Dynamics 365 products
- Sales Enterprise
- Customer Service Enterprise
- Field Service
- Marketing (app, not the attach)
- Customer Insights
- Human Resources
- Project Service Automation
The licence includes 2,000 survey responses per tenant/month
The notable exceptions are
- Sales Professional
- Marketing attach
In these cases, you’ll have to buy Customer Voice separately
One you have Customer Voice, there are two ways of sending surveys:
Method 1: send one-off surveys with Dynamics
If Customer Voice is installed correctly and you have the permissions, you’ll see this button in these entities
- Contact
- Opportunity
- Lead
- Account
- Case
- Contract
If you don’t see this button, but Customer Voice is correctly installed and configured, then you’ll need
- The Send Customer Voice survey from Dynamics 365 app installed
- And all users will need the Survey Sender role
Before you start to send forms, you’ll need
- A Power automate flow to send the survey
- A survey you’ve designed and created in Customer Voice
To send the survey from Dynamics 365 Sales
- Open the record you want to send a survey to
- Select Send Survey from the top of the page
- Choose a survey or create a new one
- Choose an email template
- Press Send
Automatically send surveys
You can trigger a survey to be sent in Power Automate. These triggers are built in
- Send when a case is resolved in Dynamics 365
- Send when a lead is qualified in Dynamics 365
- Send when an order is fulfilled in Dynamics 365
- Send on Power Apps button click
- Send when a work order is completed or closed in Dynamics 365
To configure Power Automate to send a survey.
- Open the survey in Customer Voice
- Click Send
- Choose Automation
- Select the built-in template you’d like to use
- You may need to log in to some of the services
- Select continue
- Check the steps and press save – there’s more about Power Automate here
Method 2 : Send bulk surveys with Dynamics Customer Insights (Dynamics Marketing)
This method is best for sending regular surveys to your mailing list
- Design a survey using Customer Voice
- Your survey is now ready to be access within Dynamics 365 marketing
- Create a new Marketing Email, using the template of your choice
- Add a button to the email and choose the survey you’d like to link it to
- Continue to design your email as normal
- As normal in Dynamics 365 Marketing, use a customer journey to send this email to a segment of your list
- Important: to make sure the survey link works properly
- In the customer journey editor, look in the right pane for Email Elements and add the Customer Voice survey you created earlier
- Each recipient will receive a link to the survey which allows you to track responses against their record in Dynamics
- You can create new segments such as Survey submitted or survey question response to send future emails (or other actions) to people who’ve interacted with the survey
