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In an earlier post, I discussed some of the frequently asked questions about the VoC Surveys feature. Here is some of the more useful information on this feature.
How does the application handle and enforce Voice of Customer's known limits?
VoC limits are described in depth in this article. A common question that has surfaced a few times is how does the application handle these limits. For example, what will happen when there are more than 2400 surveys received in a day? Here are the key guidelines:
Note: This limit excludes Survey Responses retrieved in CRM.
Why does the Completed On and Received On fields have different timestamp?
1. The Completed On field captures the timestamp when the Survey Respondent that submitted the Response clicked the submit button on survey.
2. The Received On field captures the timestamp when the Survey Response was received into CRM by the Async workflow job that pulls responses from Azure.
How are Score and Score Percentage is calculated on Survey Response?
Calculated Score and Score Percentage on Survey Responses can be used for high level indicators of key measures. Custom Workflows/Process can be defined to trigger action based on Scores. Here is an example explaining how Scores are calculated.
2. Score column is the total(sum) of response values on all the Numeric Rating questions, e.g. CSAT question, Customer Effort Score.
3. Score as a Percentage column shows responses in percentage of the answered questions.
Note: The Score Max Value for each question signifies 100% for that question. The Score as Percentage value is calculated from the total(sum) of the response value for all rating questions and Score Max value.
In the above example response “VoC Scoring - R00000030”, the Survey has two questions with the Score Max value set to 10 and 5.
Responses to these questions in above example was 2 and 5, and can be seen in the Survey Response Form below:
Total Max Score for both questions are 15 and the response total is 7. Score as Percentage comes to 46.6667 (7*100/15).
4. Score as Percentage of all routes includes questions not asked due to client routings and unanswered non-mandatory questions.
Score as a percentage of all routes are the same because there are no unanswered questions in this example. This could be different from Score as Percentage if there are unanswered questions or unasked questions due to client routing rules.
Hope you find this helpful! Thank you!
I am Neeraj Kumar @RCSI looking in uses cases for Surveys for RCSI. The uses cases varies from simple voice of customer type surverys to complex survey which includes ' regression and variational analysis'
We are looking to into https://www.qpercom.com/
and usual suspects such https://qualtrics.com
We are Microsoft house with Azure, Dynamics 365, Office 365 ecosystem. I am keen to understand where voice of customer is going so that we can offer the same functionality to my customer using Microsoft's VOC.
Looking forward to hear from you.
Hi, Good information.
I have tried repeatedly to install the VoC solution in my CRM Online instance but always get the following:
"Solution installation failed. Please try again later. If the problem persists, please contact customer support."
I have tried 10+ times in a day and still the same. Also I have followed the link:
Any help would be appreciated.
Hello JoannaB, yes, Voice of the Customer allows you to include a Net Promoter Score question in your survey, and allows analysis of scores. There is an NPS report included, for example.
Does Voice of customer have an NPS module?
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