Did you think the only way to interact with external stakeholders is via a Portal? Let me show you another way.

With Dynamics 365 Customer Voice you can send surveys and capture key information from external or internal respondents in just a few minutes.

Dynamics 365 Customer Voice is the survey tool that ships with the Microsoft Dynamics 365 line of applications. It natively integrates with Power Apps and some of the other Dynamics 365 Apps like Sales or Customer Service.

Customer Voice lets you create surveys to capture structure responses from external or internal respondents.

This article covers the Dynamics 365 Customer Voice Concepts including a brief description of the key components.

Customer Voice

Project

Projects group surveys into logical containers. Projects have the following characteristics:

• Linked to a specific environment.
• Can have an unlimited number of surveys within the tool limitations.
• Allow you to view reports for each survey or satisfaction metrics for the whole project.
• View alerts that are created based on alert rules.
• Can have up to 10 satisfaction metrics.
• Can be shared with other users.
• Can be copied and updated into other environments.

Report

Reports let you visualize and analyze the results after you have received your surveys responses. Reports let you:

• View graphical representation of the responses
• Filter the data by date
• View individual responses
• Export all responses in Excel or CSV (for more than 5,000 responses)

Alert

Alerts are created based on the defined alert rules that are triggered based on values of satisfaction metrics in survey responses. Ex: You can create an alert rule to create an alert when a satisfaction metric for a survey response goes below a certain value.

 Satisfaction Metric

Satisfaction metrics are used to measure the overall customer experience from respondents. You can have standard and custom satisfaction metrics.

 Email Template

Email templates let you create pre-formatted email messages that you can reuse to send the survey invites.

 Owner

Owners can share a project with other members of your organization so that they can create surveys and view responses of all the surveys within that project.

• The people with whom the project is shared become the co-owners of the shared project.
• A co-owner can’t delete or move a survey that was created by another user.
• Only the responses received after the project was shared will be shared with co-owners.

More info on: What can co-owners do and see within the Project.

 Survey

Surveys are made from questions that you use to capture responses from respondents. Below are some of the features that you can use with surveys:

• Add questions (optional or required)
• Customize header and footer
• Add branding including images and logo
• Add images or videos to your questions to help respondents understand how to respond
• Add logic with branching rules to show or skip questions, navigate to specific questions, end the survey, chained another survey, or navigate to a custom URL
• Personalize the survey with variables
• Multilingual survey

You can find some more information about how to plan your survey , including some best practices.

 Survey Question

Survey questions are the specific questions that make up your survey. The types of questions available are:

• Choice
• Multi choice
• Text
• Rating
• Date
• Ranking
• Likert (displays a list of single-answer questions and a rating scale for each answer)
• File upload
• Net Promoter Score

Customer Voice and Power Apps (Recipient)

Survey Invite

Survey invites let you create a personalized link that can be distributed by using one of the following:

• Send an email from Customer Voice. This will create a new Survey Invite record.
• Using Power Apps or Dynamics 365 to send a survey related to a record of the following tables
  • Contact
  • Account
  • Lead
  • Opportunity
  • Case
  • Contract
• Using Power Automate to
  • create an invitation – Only creates the Survey Invite record withing sending the email
  • send a survey – Creates the Survey Invite record and sends the email.

You can view a list of Survey Invites and their status in

• The Customer Voice App:
  • View a survey invitations report
  • View email delivery status
• In Power Apps or Dynamics 365 by opening the Customer Voice survey invite record.

Survey Response

Survey Responses are the records where the individual responses to the survey are being stored.

You can view the responses in

• Customer Voice by opening the survey response report or,
• Power Apps or Dynamics 365 by opening the Customer Voice survey response record.

Survey Question Response

Survey Question Responses are the individual questions and responses linked to each Survey Response.

You can view the responses in

• Customer voice by viewing individual responses, or
• Power Apps or Dynamics 365 by opening the Customer Voice survey question response record.

Contact

Contacts let you associate the Survey Invite to a Contact in Power Apps or Dynamics 365. This only works if:

• You are creating a Survey Invite record.
• you have selected Save invited participants as Contacts in the distribution settings of your survey.

Customer Voice and Power Apps or Dynamics 365 (Regarding)

If you are using Power Automate, Power Apps or a Dynamics 365 App to send your survey you can then relate your Survey Invite to another record using the regarding field.

Because the Survey Invite is an Activity Type table, you can effectively relate it to any records that supports the creation of activities like Account, a Contact, a Case, an Opportunity or even a Custom Table. Refer to the Survey Invite section to see how to relate them to other records using the regarding field.

Customer Voice Conceptual Diagram (Animated)

Those were my two cents on the topic, but what about you? Let me know in the comment section if you are using Customer Voice at your company. Are you using it for specific use cases or scenarios?

Customer Voice Conceptual Diagram with description

Resources:

• Megan V. Walker Customer Voice Playlist on Youtube
• Microsoft Learn documentation