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

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.

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.

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.

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

How to trigger manual response polling from Azure?

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

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.

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.

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