Voice of a Customer (Survey)

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Dear Experts,

I am new to MS CRM 2016. I created a survey and i tested its working fine. Now i have to create a list and assign this list to one of our agent to call the customer one by one and conduct the survey. Can you please tell me how can i do that. Do i need to create an activity or quick campaign or how to achieve this.

Many Thanks,

Naz

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meetdynamics 358 on at

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RE: Voice of a Customer (Survey)

Hi Husnain,

You can create survey invitations within the survey and set the regarding field to a quick campaign. Create a quick campaign which will have the list with the phone call activity and assign it to the respective agent.

Also,assign the survey invitation to the respective agent, so that he will be able to see the list and the survey invitation link.

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ABee on at

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RE: Voice of a Customer (Survey)

Hi Naz,

The following solution works fine.

FYI

I would also like to highlight a very important point here. All the surveys are hosted at a separate Azure cloud.

MS says

"When a survey invitation link is generated, this CRM data would be sent out of CRM and stored in Azure SQL Database in exchange for an identifier that is used within the survey invitation link. This identifier is used to show the CRM data within the survey after the survey is opened using the survey invitation link. The identifiers within the survey link that is sent over email to a respondent is stored in the respondents’ email system."

So consider before placing sensitive information in the survey

Also check the technet link.

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Community Member on at

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RE: Voice of a Customer (Survey)

Hello Mithali,

Sorry for my limited knowledge with MS CRM. I am bit confuse... my task is to create a survey which i created now i have to assign the task to one agent who is going to call all the persons in the list and he will fill the survey over the phone. okay as you said create survey invitation

In the survey there is "Invitations and Actions" and i can see the link is there. how can i assign to a quick campaign.

I created a phone quick campaign with 10 people selected in it. How can i assign this to an agent?

How can i assign the survey invitation to the agent as well? is there anything he can see like in his activities open phone call and get the link and do the survey over the phone.

if you have any video which show this that will be great.

Regards,

Naz

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meetdynamics 358 on at

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RE: Voice of a Customer (Survey)

Hi Naz,

When you create a quick campaign, you get an option to select the owner of the phone call activities. Select the agent here. This will assign the phone calls to the agent automatically. Below is the screenshot.

Within Surveys, there are 1: N relationships with other entities. You have to pick up survey invitations. Add new service activity. Here you can fill the Regarding field as the Quick campaign you created and the To field with the agent . The survey invitation (activity) can be assigned using the ASSIGN button. Once assigned, the agent will be able to access the survey using the Invitation Link field.

Hope this helps.

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Community Member on at

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RE: Voice of a Customer (Survey)

Hello meetdynamics,

Excellent and perfectly explain with images. I got a grip now and did exactly as you mentioned. Now only one thing which is missing in the agent activities is the survey link.

This is the activities list of an agent which she need to call. When she open the from of phone call it shows everything except the link for the survey, where she need to click and do the survey. Can you please let me know what i am missing.

Also is there any place where i can get online professional MS CRM training and become a master like your guys.

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meetdynamics 358 on at

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RE: Voice of a Customer (Survey)

Hi Naz,

You can give the survey link in the description of the phone call when you are creating the quick campaign through wizard.

Hope this helps. Also you can go through this link : https://www.microsoft.com/en-us/dynamics/crm-customer-center/distribute-a-survey.aspx

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