You're reading from Working with Microsoft Forms and Customer Voice Efficiently gather and manage customer feedback, insights, and experiences

Product type Paperback

Published in Jun 2021

Publisher Packt

ISBN-13 9781801070171

Length 336 pages

Edition 1st Edition

Tools

Dynamics 365

Concepts

Business Management

Author (1):

Welly Lee

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Table of Contents (16) Chapters

Preface

1. Section 1: Working with Microsoft Forms and Customer Voice

2. Chapter 1: Introducing Microsoft Forms and Customer Voice FREE CHAPTER

3. Chapter 2: Best Practices for Collecting Feedback through Surveys

4. Chapter 3: Creating a Survey with Microsoft Forms

5. Section 2: Implementing Common Feedback Solutions with Microsoft Forms and Dynamics 365 Customer Voice

6. Chapter 4: Conducting a More Productive Meeting with Microsoft Forms and Microsoft Teams

7. Chapter 5: Post-Training Assessment and Feedback

8. Chapter 6: Conducting an Employee Survey with Dynamics 365 Customer Voice

9. Chapter 7: Collecting Periodic Customer Feedback with Customer Voice

10. Chapter 8: Automating Customer Support Surveys with Dynamics 365 Customer Voice

11. Chapter 9: Closing a Feedback Loop with Customer Voice

12. Section 3: Administering Microsoft Forms and Dynamics 365 Customer Voice

13. Chapter 10: Administering Microsoft Forms and Dynamics 365 Customer Voice

14. Chapter 11: Managing Usage with Dynamics 365 Customer Voice

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Summary

Customer service is often the cornerstone of customer experience. Customer Voice provides functionalities to make it easy for you to implement customer feedback that is integrated with your customer service system. If you are using Dynamics 365 for Customer Service as your CRM system, Customer Voice provides out-of-the-box integration templates to automate sending surveys when a case is resolved in Dynamics or to collect feedback at the end of a chat session. There is no code and only minimal setup is required to enable you to get the system running quickly. In this chapter, we discussed how you use the support template in Customer Voice, including coverage of using the Power Automate workflow and the Power BI report template to integrate survey response data with your support case. We also discussed additional options to extend collecting feedback beyond the email survey.

In the next chapter, we will discuss how you can use Customer Voice to close the feedback loop and...