On our new and improved documentation site Microsoft Docs you can find technical documentation, API reference, code examples, quickstarts, and tutorials for developers and IT professionals, including an article on how to leverage the Voice of the Customer (survey) solution included with your Dynamics 365 system - Get feedback by using Voice of the Customer surveys
In the article on Microsoft Docs you will learn how to
- Install the Voice of the Customer solution
- Plan a survey
- Design a basic survey
- Distribute a survey
- Design an advanced survey
so I won't be covering these topics much here, except for a little tip: you might want to add the entities Question and Question Response to your unmanaged solution (Add Components, then Add Existing) since these aren't in the solution by default, and you will most likely be working with those as you start using VoC.
In the above mentioned article you will also find a topic called "Analyze survey data", touching on amongst other things how to work with survey responses, e.g. using custom fields and workflows in Dynamics 365 CRM.
I tried that one out and will be sharing a couple of supplementary tips with you in this blog post.
- A fictitious company, a surf board manufactorer, FL Surfers, works with suppliers in different countries
- FL Surfers wants these suppliers to rate themselves against a series of parameters (questions)
- Each supplier will receive a link to a Voice of the Customer (VoC) survey in an email, open the survey (Azure hosted), repond to the questions, and submit the survey response
- When the survey responses comes in, FL Surfers internal auditors wants to provide their rating too as a foundation for a further discussion, so the question responses is taken into a custom entity via a workflow for the internal auditors to work with them (in any client they prefer, on- or offline)
The last bullet above can be solved in two ways, and thats what this blog post is about.
How it can be done
Method #1 Response Mapping
Taking the guidance in the "Analyze survey data" topic above I then map each question response to a Custom Number field via the Question Form
In the Response Mapping drop down I can pick a Custom Number 1-20 field to map to the current question. The mapping enables me to leverage the question response in workflows (see below)
If I open an active survey response (a survey already completed by a respondent) I can navigate to the form section Measures (data for workflows) and demonstrate the mapping in effect (2)
To leverage the responses in a workflow I create a workflow based on the entity Survey Response and in the workflow a step (1) to create a new record based on a custom entity Supplier Rating - which I've prepared in advance with corresponding fields (2) to receive the question responses from the survey.
Method #2 Custom Workflow Step
Since method #1 above limits me to mapping a maximum of 20 questions, and my survey could end up with more than 20 questions, I looked for an alternative to method #1. Luckily the VoC solution comes with a custom worklflow step VoC:Get Question Response letting me leverage an unlimited number of responses in the workflow - all it takes is a little manual effort.
I create another workflow - also based on the Survey Response entity.
For each question in my survey I create a VoC:Get Question Response workflow step
When all the VoC:Question Response workflow steps has been completed I create a step to add a new record based on the Supplier Rating custom entity, and set the properties (1)
I place the cursor in the field for which I want to set the value (eg "A5 Export Control"), click the drop-down in the Form Assistant (2), and select the corresponding question at the bottom of the drop-down (3)
Having selected the corresponding question from the bottom of the drop-down, I click the drop-down below and select Value as Decimal
In the completed scenario, with a completed and activated the workflow (either method #1 or method #2) I get the suppliers self rating in one column (1), FLS's auditors can add their ratings in the column next to the first column, and finallu (using calculated fields) a third column to display values for the gap between the self rating values and the auditors values (to be discussed with the supplier)
Obviously the auditors can work with the custom entity on tablet and phone (our new Unified Interface), on- or offline,
I can add some of the new visual controls to the mix to facilitate a more touch oriented scenario for the auditors if needed.
As seen, with Voice of the Customer for Dynamics 365 you can create and send surveys to your customers to receive their valuable feedback about your products or services, or other purposes as the above supplier self rating.
The respondents can take your surveys on a phone, tablet, or computer. With Voice of the Customer for Dynamics 365, you create and distribute surveys and store survey responses in Dynamics 365 along with other Dynamics 365 data, for further actions to take place there.
- How to Export and Import Voice of the Customer Surveys - link