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We’re making a new feature available as a preview feature that you install as a preferred solution. With Voice of the Customer surveyes, you can create and send out surveys to get feedback from your customers about your products or services. Respondents can take the surveys on a phone, tablet, or computer. You can see your customer’s feedback history as you work a sale or resolve a service case.
The survey analytics included with the Voice of the Customer solution help you use customer feedback to identify gaps in service, run targeted marketing campaigns, and send offers to increase sales.
Voice of the Customer is available as a preview feature to organizations that use CRM Online 2016 Update. We expect changes to this feature, so you shouldn’t use it in production. Use it only in test and development environments.
A preview feature is a feature that is not complete, but is made available before it’s officially in a release so customers can get early access and provide feedback. Preview features aren’t meant for production use and may have limited or restricted functionality.
Note Voice of the Customer is only available as a preview feature in the North America region at this time.
Voice of the Customer is a preferred solution that you install from Office 365. To learn how to install preferred solutions, see TechNet: Install a preferred solution.
The Voice of the Customer preferred solution connects to an external service that isn't completely within the CRM compliance boundary.
After you've installed the Voice of the Customer preferred solution, you need to accept the terms and conditions to configure it in CRM:
Go to Settings > Customizations.
In the list of solutions, select Voice of the Customer.
In the Voice of the Customer Configuration screen, select I agree to the terms and conditions and click Enable Voice of the Customer.
Once the configuration completes, you can start using Voice of the Customer surveys.
You can download documentation that includes instructions on how to use Voice of the Customer surveys here.
Help us improve Voice of the Customer by providing feedback through Microsoft Connect. You need to be logged in to Connect to access the site. If you don’t already have an account, you’ll need to register for one.
Go to Microsoft Connect and log in using your preferred Connect account.
Add yourself to the Voice of the Customer security group on Connect by clicking this invitation ID. Note: Before you can access any resources on Connect, you'll need to complete any mandatory surveys presented to you (use faux data if they aren't relevant to you). If you do need to complete a mandatory survey, please click on the invitation ID link a second time before moving on to the next step.
To provide feedback on Voice of the Customer, go to the feedback site, click Submit Feedback, and in the drop-down list, select Microsoft Dynamics CRM Preview Feedback.
By enabling the Voice of the Customer feature, when you publish a survey from within Microsoft Dynamics CRM, 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 email), the survey responses are stored temporarily in the Azure Service Bus and then are retrieved and stored in Microsoft Dynamics CRM. After the responses have been stored in Microsoft Dynamics CRM, they are deleted from Azure.
Note that it is possible to include CRM 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 CRM data would be sent out of CRM 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 CRM data within the survey after the survey is opened using the survey invitation link. The identifiers within the survey link that is sent over email to a respondent is stored in the respondents’ email system.
An administrator can enable the Voice of the Customer feature by installing it as a solution in the Microsoft Dynamics CRM organization. In addition, an administrator can subsequently disable the feature by uninstalling this solution from the Microsoft Dynamics CRM organization.
Azure components and services that are involved with Voice of the Customer functionality are detailed in the following sections.
Note: For more information about additional Azure service offerings, see the Microsoft Azure Trust Center (https://azure.microsoft.com/en-us/support/trust-center/).
Cloud Services (https://azure.microsoft.com/en-us/services/cloud-services/)
Designer Service (Web Role)
This provides multiple Web Services for communication between a CRM organization and the multi-tenanted Voice of the Customer 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 CRM 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 CRM asynchronous service.
Response Processor (Worker Role)
Worker role is responsible for processing the raw completed surveys into valid survey responses that can be created in CRM.
Azure Key Vault (https://azure.microsoft.com/en-us/services/key-vault/)
All cloud services store configuration data in Azure Key Vault. Organization, tenant data is stored in SQL Azure.
Azure SQL Database (https://azure.microsoft.com/en-us/services/sql-database/)
Voice of the Customer uses SQL Azure to store:
Organization (tenant) data
Azure Blob Storage (https://azure.microsoft.com/en-us/services/storage/)
Survey definitions and partially completed (saved) responses are stored to Azure Blob storage.
Azure Content Delivery Network (CDN) (https://azure.microsoft.com/en-us/services/cdn/)
Azure Active Directory (https://azure.microsoft.com/en-us/services/active-directory/)
The Voice of the Customer solution uses Azure Active Directory Service to authenticate web services.
Azure Service Bus (https://azure.microsoft.com/en-us/services/service-bus/)
Messages created when a survey is displayed / submitted are stored temporarily to an organization’s (tenant’s) Azure Service Bus Queue until an asynchronous job in an organization’s CRM pulls the responses from the queue and persists as CRM entity records.
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