Voice of the Customer(Surveys) – Frequently Asked Questions(FAQs) - Part2

In my previous post, I discussed some of the frequent questions about the VoC Surveys feature. Here is the 2^nd part discussing a few more FAQs.

Survey Responses were submitted but not available in CRM?

Survey Responses, when submitted, are temporarily stored in Azure. There are a set of reoccurring VoC workflows that bring Survey Responses from Azure to CRM. These workflows begin with “VoC – Processing…”. Typically, in ideal conditions, there should be one instance of each Inner loop, Outer loop and the Parallel timeout for Workflows that are waiting for a timer status.

You should look for failures or errors on these Workflow instances as such errors can disrupt the Survey Response polling from Azure.

How to handle existing Survey Responses when a survey is converted to Feedback during lifecycle?

Survey Responses in CRM before the feedback entity was enabled can be converted to a Feedback Entity record using the workflow “VoC - Convert Response To Feedback Entity”

What’s the configuration process? Can I start using VoC after the installation shows completed under the admin center?

The VoC solution requires additional configuration after it is installed. It can be configured from the Solution configuration page from CRM->Settings->Solutions->Voice of the Customer and then clicking the Enable button. The configuration page will show the below links when the configuration has completed successfully.

Can I manually create a VoC configuration record?

VoC configuration records must be created by Enabling VoC form solution configuration page.

What happens if the VoC configuration record was accidentally deleted/removed?

In such scenarios, the Voc configuration can be recreated from the VoC form solution configuration page. However, deleting the configuration, detaches the CRM Online organization with the Azure pieces deployed for the given CRM Online organization. Survey Responses in CRM wont’ be affected.

Caution: Published Survey’s will need to be Stopped and Published again and new Survey URLs will be generated. Any Survey Responses submitted before the Republish will not be retrieved in CRM.

Hope you find this helpful! Thank you!

Bhavesh Shastri