Voice of the Customer for Dynamics CRM Online: Getting Started

Those of you who have been working with Microsoft Dynamics CRM Online in Office 365 will have noticed the ability to install “solutions” form the CRM Online Administration Center. One of which is “Voice of the Customer”, whereby you can add some pretty darn useful Survey functionality to CRM:

What is “Voice of the Customer”? For those of you that haven’t already played with this functionality, VOTC is additional functionality for instances using the MS Dynamics CRM 2016 Update to enable users to create and send surveys to gain feedback from your customers/clients on your products and/or services. The feedback can be used in your sales process or in relation to a case (how well did you do?). Previously you may have needed to implement one of the main ISV solutions such as Survey Monkey or ClickDimensions to do this, but with a few simple configuration steps you can enable the functionality directly inside CRM.

Voice of the Customer can be enabled as one of the new preferred solutions in Office 365 (along with Fantasy Sales Team and Company News Timeline). The official overview of the functionality is below.

“When a customer completes a survey, you can use rules to trigger follow-up actions that occur immediately. For example, if a customer answers a survey question that indicates an interest in one of your products, the system can generate a quote request and assign it to a salesperson. Or, if a customer replies with a complaint, the system can create a new service case and route it to the right queue for prompt handling. You can also send a survey automatically when a service case closes, to track how satisfied your customer is with the service they received.”

Enable Voice of the Customer

It is simple enough to enable VOTC for Dynamics CRM Online from the Administration Center in O365, just follow these steps;

  1. Log in to Office 365 as and administrator and select the Admin tile
  2. From the Admin Center home page expand “Admin Centers” in the left hand navigation pane and then select; CRM
  3. Once the CRM Admin’ Center has loaded select the instance you want to enable VOTC against in the instance picker and click on “Solutions”
  4. From the list of “preferred solutions” select “Voice of the Customer” and then click the “Install” button on the right – the solution will be installed, this may take a few minutes to completePlease Note: You may need to agree to the terms of service in a pop-out, you can do so by clicking “Install” again in this window and the installation will start.
  5. Once completed you will be able to see the additional entities created as part of the solution in the “Settings” area of CRM as well as an additional tile in the navigation bar.
  6. The next thing you will need to do is open the newly installed solution in CRM; Settings > Solutions > VoiceOfTheCustomer.
  7. Once you have opened the solution check the “I agree to the terms and conditions” check box, and then click the enable button.
  8. Close the solution.

    Votc_Entities_Capture.PNG

Once you have installed the solution you are ready to roll.

By enabling VOTC you can create and publish a Survey from within MS Dynamics CRM, when you publish the survey definition is sent to Azure and stored there (Azure Storage). When a respondent submits a survey, the responses are stored temporarily in Azure Service Bus and are then retrieved and stored in MS Dynamics CRM. Upon storing the responses in CRM, they are deleted from Azure.

It is possible to include CRM data such as customer name, product name, case number, etc. in a survey (within survey elements such as questions, answers, etc.) when rendering a survey for a respondent. 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.

For more information see the Microsoft Azure Trust Centre; https://azure.microsoft.com/en-us/support/trust-center/.

Create a New Survey

VOTC has a user friendly ‘drag and drop’ interface inside of the Dynamics CRM web UI that makes creating a new survey easy.

To do so navigate to; Voice of the Customer > Surveys > then click “New“.

You will presented with a new record screen. Complete the required fields and click save.

survey_capture

You can add your own themes, logo, redirect text, redirect URL, survey completed text, next text, previous text and whole host of other items.

Upon adding the solution you may see a Default Survey Template in the Surveys area.

When you are ready, navigate up to the form selector and click the drop down arrow, here you can select the designer.

Survey_designer_select.PNG

Survey Designer

The next step is to design your survey, and the drag and drop designer makes this easy for end users. By default the user will be presented with three “pages” for the survey;

  • Welcome
  • Page 1
  • Complete

The user can add pages using the rather discrete “Add” button to the bottom left of the window. The elements available for survey configuration are listed on the right, simply drag and element to the page to add.

survey_designer_select

The different elements available out of the box include;

  • Short AnswerA question with one line input
  • Long AnswerA question with multi-line input
  • RatingRating input using; stars, smiles or flags
  • Single ResponseAllows respondents to select a single answer
  • Multiple ResponsesAllows respondents to multi-select answers
  • DateWell, it allows respondents to select a date for their answer
  • Numerical ResponseA question that only allows a numerical response
  • RankingAllows the respondent to rank their answers in preference order
  • Net Promoter ScoreA customer satisfaction metric
  • Customer Effective Score – A customer satisfaction rating on a 5 point scale

The next thing to do is add your survey elements;

  1. Add your welcome text to the pre-created element at the top of the page by clicking on the text box marked “Put your welcome text here”

    Survey_Designer01.PNG

  2. When you have entered your text click the “save” icon. If you need to edit what you have entered you can do so by clicking either the “inline edit” or “edit” icon on the right hand side

    Survey_Designer02.PNG

  3. You can choose another page by selecting the page thumbnail in the left hand navigation pane, you can edit the section header by clicking on it and drag questions to configure from the right.

    Survey_Designer03.PNG

  4. You can drag elements from the right and change the question text, tooltip, requirement level, layout and scoring;

    Survey_Designer04.PNG

  5. You can drag more questions onto the page in the same way as you would fields on the CRM form editor, just drag them to the position you wish them to appear;

    survey_designer05

  6. Update the text on the “Complete” page if required and click “Save” and then click “Publish” in the ribbon – once successful a banner notification will appear with; “Published to server.”
  7. You can then “Preview” a published survey, you can choose “Survey” in the form selector to return to the survey record, the notes and fields should have been updated similar to those in the screen shot below;

    survey_designer06

  8. You can use the “Copy Snippet” function to add a survey link to a CRM Email or Email Template – this could be sent automatically when a case is closed/resolved. Alternatively the string can be found in the Email Snippet field with an Anonymous Link under “Invitations and Actions” in the Survey record.

    Survey_Designer07.PNG

Hopefully this brief intro has been useful, there is far more to the survey functionality including conditions and analytics dashboards to alerts for responses. Have a play around in a sandbox and you’ll soon see the value.

Check out the Dynamics Community for more information.

Enjoy! 🙂

 

 

 

 

 

 

 

 

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Dynamics 365 – A view from the Summit

On Wednesday the 12th October the UG Summit ’16 keynote delivered an overview of what is in store when Dynamics 365 is unleashed on the world, and there could be some exciting times ahead.

The Amalie Arena in Tampa Florida played host to the keynote for the 2016 Dynamics UG Summit and delivered, for want of a better word, a dynamic message on what is in store for the future of CRM by Scott Guthrie, with key demos by; Ryan Cunningham, Marko Perisic, Param Kahlon and a very energetic (and funny) demo from Amir Netz.

I was lucky enough to be among those present for what was a sharply delivered keynote interwoven with demos that attempted to highlight the combined power of Dynamics 365, including but exclusive to;

  • Mobile and cross-platform working
  • Power Apps
  • NAV & AX integrations
  • Document view & generation
  • Customer Intelligence
  • Portal Builder

Key Messages

From the information delivered, working in Dynamics ‘silos’ may become a thing of the past where cloud solutions are concerned. The importance of using Dynamics 365 to span the customer interactions and order processing work streams is clear, with much of the demo time featuring a narrative that crossed these platforms.

The flow of the keynote was structured to deliver the message that Dynamics 365 will be;

Purpose-built: with applications that fit roles, industries and businesses – so organizations can start with and pay only for what they need and grow at their pace to run their entire business in the cloud.

Productive: enabling greater productivity where people need it by seamlessly integrating with familiar tools like Outlook and Excel, surfacing them in the context of their business processes, roles and jobs.

Intelligent: delivering built-in Intelligence with business processes that infuses big data, advanced analytics and “internet of things” to proactively guide employees and customers to optimal outcomes.

Adaptable: enabling organizations to transform at the speed of business. Business leaders can change and evolve their processes in real-time using a modern consistent, and extensible platform – so they are not being held back by legacy technology.

summit16_01

New Features

In addition to the key note and demos the preview airlift content is available on Microsoft Connect. Some of the key features that were woven into the demos and from the material made available in the airlift that have stood out for me were changes to; Business Processes and Automation, Editable Sub-Grids and updated Email and Portal functionality.

Business Process & Automation

  • Concurrent Processes
  • Security & Programming
  • Drag an Drop Visual Designer
  • New Out of the Box actions
  • Charting and Reporting

As well as additional SDK support via the ODATA API, it is interesting to see the current list of functions that have been made available, such as; Add Case to Queue, Add User yo Record Team (useful), Apply Routing Rule and Get Sales Order Products from Opportunity (finally!!).

processui_capture

Editable Grids

  • Home Grid
  • Sub-Grid
  • Nested Grids (On Mobile/Tablet app)
  • Support for JS Events

As it stands editable grid features include support for most data types. Though there are exceptions, including; state, customer type, composites, partlists and lookyp entity related fields.

The ability to sort by or group by any column in the view would also be a welcome one. The support of JavaScript events for home grids and sub-grids OnRecordSelect, OnChange and OnSave will also be very interesting. This is a feature much sought after, and sometimes teased at in previous releases.

Email Engagement

A much lamented part of Dynamics CRM functionality for a long time now, which finally seems to have been given a much needed face lift!

There are welcome additions such as; interactions (opened, link clicks, attachment viewed), reminders, delayed send and template analytics. As well as the ability to use relationship insights and email templates in response to items in Outlook using CRM templates.

email_analytics.png

Portals

From Amir’s demo, the use of portals and configuration of portals for Dynamics 365 was perhaps when of the most powerful potential additions. Since the procurement of ADX Studio I have been keen to see the direction taken for a more integrated portal offering with CRM. The next version of portals – or PRM – is centred around increased collaboration, 3rd party service integrations, knowledge management and search enhancements. With a very exciting looking portal builder UI and the use of Excel style expressions instead of code such as ASP.Net.

Relationship Analytics

Dynamics 365 will have configurable functionality (such as KPIs and health indicators) that can enable your organisation to get a better understanding of the relationship between you and your customer or client.

The functionality should enable the capture of signal data from Dynamics and Exchange to determine the health of the relationship, risks and next actions. The idea is to determine where the effort is being spent and where it SHOULD be spent against your customer/client base to cultivate the opportunities available. Identify your top contacts and work across devices and applications to get the best outcome.

rel_analytics_capture

I am very interested in the use of apps and cross-device working. With demos paying particular attention to using a mobile device (phone or tablet), Outlook and the Dynamics web UI.

Not to mention the use of Financials (NAV light?) and Operations (AX Online) as an integrated extension of the Dynamics application. A similar look and feel for both Operations and Financials allude to a ‘seamless’ user transition between common CRM sales functionality and Order fulfilment.

An interesting note from the speech delivered by Scott Guthrie was the use of the term; “xRM” – remember that? Those of you who have been around CRM long enough will remember xRM was all the rage but then the landscape and the messaging from Microsoft in particular changed. Well it is back, and I would expect to be hearing it again. It appears it will be focused around making Dynamics 365 ‘yours’, whatever you are doing.

Some Questions

As with any glimpse of new functionality or a change in direction, the information conveyed at the UG Summit did leave some pertinent questions, such as;

“How will I transition my CRM Online organisation to Dynamics 365 as an existing customer?” and “Is a migration required or is Dynamics 365 going to be supported on the same online infrastructure with processes and additional links to Azure?” and of course; “How much of this will be available On Premise for the initial release and when?”

Other questions would likely include; “How easy is it to configure integration between sales, financials and operations in Dynamics 365 and are custom entities supported?”

Unfortunately at the time of writing those are answers that I don’t have, however if you have registered for access to the Dynamics 365 Beta, there are downloads available for On Premise versions of Dynamics CRM from Connect (https://connect.microsoft.com) as well as the airlift content.

One thing I am convinced of is that I and few others will have a decent amount of upskilling to do, and as always the future looks to be exciting.

Happy CRM’ing.