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Voice of the Customer(Surveys) – Frequently Asked Questions(FAQs)

Bhavesh Shastri Profile Picture Bhavesh Shastri 261

Voice of the customer (Voc) – a surveys feature initially launched as a preview feature and recently has been made Generally Available. This blog post announced the preview and has a video demonstrating the VoC feature.

VoC is a preferred solution that you can install from solutions in the CRM Instance picker(reference) and configuration takes just few clicks. The CRM customer center document, Get feedback with Voice of the Customer surveys, clearly describes installation, configuration, Survey creation, distribution and response analysis. I came across some common questions on the VoC feature that I feel would be helpful for others. So, here are few frequently asked questions on VoC feature:

 

How to access Survey Designer and Survey Dashboard?

The Survey Dashboard and Survey Designer are Forms on Survey entity. You can switch to either of these from the form picker on Survey form.

Voc1.jpg

 

How to create an unsubscribe Survey?

You can choose Yes for the Unsubscribe option under Invitations and Actions tab of the Survey Entity Form. Also, preferences you want to set for the CRM respondent record are set here as well.

Voc2.jpg

 

What is Response Mapping?

Response Mappings are fields on a Survey Response. Response Mapping on a Question defines the field that stores the actual answer of the Question. You can define the Response Mapping on the Question Form like the below example.

Voc3.jpg

The actual answer value provided by Survey respondent is shown under Response Summary on Survey Response record.

Voc4.jpg

 

How to trigger manual response polling from Azure?

You can use the Retrigger Response Processing link on the VoC solution configuration page.

Voc5.jpg

 

What’s the Generate Feedback option under Feedback tab on Survey Form?

This creates a custom entity per Survey at the time of Publishing. This custom entity attribute is really the Question you defined on that Survey. This custom entity is intended for storing Survey Responses.

Important: Feedback generation involves changes and publishing of metadata as it creates an entity and attributes. This should be used with caution in a production environment as updating and publishing customizations can impact user experience, reference.

Voc6.jpg

How does the Generate Feedback options work?

Off – Feedback generation is disabled. This is the default option.

Automatically when Survey is published – As the name describes, entity and attributes are created with each publish action on the given Survey.

Manual – Manual shows one toggle field to enable/disable Feedback generation. When set to ‘Yes’, the Feedback entity/attributes are generated with publish actions.

Voc7.jpg

 

When to enable Feedback Generation for a Survey?

Using the Feedback entity for response storage is ideal when you have:

  • Long running Surveys that do not change often (e.g., account health surveys)
  • Surveys where a majority of questions are measurable and reportable

While there are a few more FAQs in mind, I am pausing here to manage the length of this post. Hopefully, we can get to those remaining VoC FAQs in future post pretty soon.

Hope you find this helpful! Thank you!

Bhavesh Shastri

Comments

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  • Dibyajyoti Jena Profile Picture Dibyajyoti Jena
    Posted at

    I want to map the feedback values to accounts custom fields. Can it be possible? if possible please share.

  • Community Member Profile Picture Community Member
    Posted at

    @bshastri, Hi Bhavesh, Could you please let me know if VOC is FedRAMP compliant, if not do you have any roadmap of when that would happen, in which future release or version's?

  • Akanksha Ranjan Profile Picture Akanksha Ranjan 460
    Posted at

    Hi Bhavesh,

    @bshastri Thanks for sharing this wonderful post. I have a question that can we Import the Created Survey from one CRM instance to another?

    Thanks

    Akanksha

  • Community Member Profile Picture Community Member
    Posted at

    What is Response Mapping?

    Response Mappings are fields on a Survey Response. Response Mapping on a Question defines the field that stores the actual answer of the Question. You can define the Response Mapping on the Question Form as mentioned above.

    In Response Mapping fields. It shows only the fields which is available OOTB in CRM, how can we configure this response mapping for custom fields which we have created on our own in survey response entity? Kindly help us out in this.

    Many Thanks,

    Ram

  • Community Member Profile Picture Community Member
    Posted at

    Do you know how we can set the closed date dynamically like two weeks after case is resolved?

  • urvi Profile Picture urvi
    Posted at

    Hi Bhavesh,

    Do you have anything which explain how the anonymous response will work?

  • Bhavesh Shastri Profile Picture Bhavesh Shastri 261
    Posted at

    @meetdynamics

    As if now Voice of the Customer feature is only available for CRM Online.

  • meetdynamics Profile Picture meetdynamics 358
    Posted at

    Hello Bhavesh,

    Nice post to explain surveys in detail.

    Can we configure them for on-premise version as well?