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Microsoft announced its latest Dynamics 365 application this
Customer Voice. The product, which the company classifies as a
feedback management system is branded and built to focus on
customers, capturing and incorporating sentiment about their
experiences into the systems and activities of an organization.
Microsoft revealed more about Customer Voice at Inspire 2020,
with details like the product's overall structure, organized into
projects that contain surveys, with pre-defined metrics tied to
questions and built-in AI features like sentiment analysis. The
system will support integration with Dynamics 365 apps and
third-party CRM-related systems. Power Automate will drive
integration to external systems, and it will also integrate with
Power Platform tools like Power Apps and Power BI.
Customer Voice has standalone capabilities, too, like the
ability to set alerts and monitor responses at both the macro and
individual level, then follow up with survey participants. It
includes dashboards to track metrics, define alerts, and see how
others in the organization are working with surveys and with
individual customers. The company released short
demovideos for the
product demonstrating some of the capabilities and benefits.
One area of detail lost in Microsoft's reveal of the new product
to partners at Inspire 2020 was guidance on product's history as
Forms Pro and the impact that the new rollout would have on that
older product and its customers.
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