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How do you integrate voice?

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Posted on by Community Member Microsoft Employee

Good morning all -

We are trying to utilize Customer Voice with CRM (sales module, will soon also need it added with the marketing module) however I am not able to locate ANY kind of documentation on how to get it added. We have a full sub, so we do have access to Voice. Any assistance would be greatly appreciated

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Sanjay Kasat on at

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RE: How do you integrate voice?

you can find the feature documentation here: docs.microsoft.com/.../send-survey-from-dynamics-365.
Community Member Microsoft Employee on at

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RE: How do you integrate voice?

Hi Megan,

I am trying to get it integrated with our CRM so it shows up as an option in say our Sales environment etc. From what i have seen it looks like you need install an app, mess with power automate flow, theres roles involved. I am trying to see if there is any actual documentation for step by step integration.

-- An administrator must install the Send Customer Voice survey from Dynamics 365 app in your environment for you to send surveys from customer engagement applications. If the option to send surveys isn't visible, contact your administrator.

By "sub" i meant we have a subscription which includes Voice.

Basically i am trying to figure out how to get it to appear as an option in our environment. So the say the top tool bar that has the SAVE, SAVE & CLOSE and so forth also includes Send Survey option or however it appears.
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Megan V. Walker 1,806 Most Valuable Professional on at

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RE: How do you integrate voice?

Hi

What are you looking for in terms of getting it 'added' to D365 (CRM)? Also, what do you mean by 'sub' when you say you have a full sub?

Customer Voice uses Dataverse as its database. If you have D365 (CRM) then all of the Customer Voice data would sit in that same Dataverse environment (D365 also uses Dataverse). If you were to send a survey invitation to someone from Customer Voice, and you sent to someone who was already in your D365 environment, that invitation would be linked to the Contact record as an activity and visible on the timeline (assuming you have this on the Contact record).

If the Contact then completes that survey, the survey response will also be linked automatically to the Contact record as an activity and visible on the timeline.

The D365 Marketing App, if you have it, has the option to send an email and link to a Customer Voice survey, typically with a button. When someone clicks on it and completes the survey it is linked. You also have the ability to use the action of someone completing the survey as a step within a Customer Journey.

For more information on Customer Voice (what was once Forms Pro), I have a ton of articles here:

Dynamics 365 Customer Voice Archives - Megan V. Walker (meganvwalker.com)

Microsoft Forms Pro Archives - Megan V. Walker (meganvwalker.com)

And in terms of Customer Voice WITH D365 Marketing, here are some specific posts:

Sending D365 Customer Voice Survey Requests Via D365 Marketing (meganvwalker.com)

Updating D365 Customer Voice Marketing Respondents In D365 Marketing (meganvwalker.com)

Hope that helps!

Megan