Send customer satisfaction surveys from Dynamics 365 Sales and Service with Dynamics 365 Customer Voice

Customer satisfaction surveys can have a major impact on both sales and customer service operations. Allowing customers to provide meaningful insight into their interactions with your organization can positively influence process changes and impact the bottom line. With Dynamics 365 Customer Voice (formerly Forms Pro), organizations can create comprehensive customer satisfaction surveys and distribute them directly to contacts from Dynamics 365 apps like Dynamics 365 Sales and Dynamics 365 Service.

To learn more about Dynamics 365 Customer Voice and its capabilities, check out our blog on the topic.

Prerequisites

To send Customer Voice surveys directly from Dynamics 365 apps, there are a few prerequisites that need to be configured. First, Customer Voice will need to be installed into your Dynamics 365 environment by an administrator. Microsoft lays out full instructions for doing so in their official documentation. Next, and administrator must configure the Power Automate flow to send surveys. Finally, any Dynamics 365 user that will be sending surveys will need the Survey Sender role located in permissions. Once configured, Dynamics 365 users will be able to send surveys via a Send Survey button located on the command bar of certain entities in Dynamics 365.

Currently, surveys can be sent via the following entities in Dynamics 365: Contact, Opportunity, Lead, Account, Case, and Contract. Microsoft may add this functionality to other entities in the future, but this is the current list. In order to be able to send a survey, the Dynamics 365 user must be the owner of the survey in Customer Voice, or have the survey shared with them by another user. If no existing surveys exist, the Dynamics 365 user can always create a new survey as long as they have adequate permissions in Dynamics 365 to do so.

How does it work?

As mentioned above, when configured correctly, a Send Survey button will be included on the command bar of the available entities. A Dynamics 365 user will navigate to the contact, lead, or other record and click this button to send an existing survey. If no survey exists, a new one can be created.

A new window will open that includes a list of existing surveys that are available to be sent. This list includes the name of the survey as well as the Customer Voice project it is included in and the owner of the survey.  To send the survey, click one survey record and select Next.

Note: Surveys can either be shared with other Dynamics 365 users or previewed by clicking the Share or Preview buttons in the top right corner of the window. It is typically a good idea to review a survey record before sending to a prospect or client.

Finally, Dynamics 365 will ask for the final details including the recipient (Dynamics 365 contact), email template, and language. To learn more about Dynamics 365 email templates and how they can be configured. Check out Microsoft’s documentation on the subject. Once those fields are filled, click Send to send the survey to the contact.

Survey invitation status can be checked periodically to ensure that the contact receives the survey. To do this, create an advanced find search in Dynamics 365 and look for Customer Voice Send survey history. An additional column may need to be added for Status Reason. Once the advanced find search is created, select Results to see an ordered list of all survey invitations and their corresponding status (Sending, Sent, Failed).