Enable an entity for feedback and ratings

This topic applies to Dynamics 365 Customer Engagement (on-premises). For the Power Apps version of this topic, see: Configure an entity for feedback/ratings

Let customers write feedback for any entity record, or rate entity records within a defined rating range by enabling entities for feedback.

For example, you can enable feedback or ratings on the Case entity to receive feedback on the support experience the customer received. When several customers are rating a record, the ratings can be consolidated for each record through a custom rollup field. In a sales scenario, you can enable the Product entity for feedback to get users' feedback on the products you sell.

By default, feedback is enabled for the Knowledge Article entity and the rollup field that stores the rating is added to knowledge article form.

Enable feedback

1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.

2. Open solution explorer.

3. Under Components, expand Entities, and then select the entity you want to enable feedback for.

4. Under Communication & Collaboration, select the Feedback check box.

5. Publish your customizations:

   • To publish customizations for only the component you are currently editing, on the nav bar or in the navigation pane, select the entity you have been working on, and then select Publish.

   • To publish customizations for all unpublished components at one time, in the navigation pane, select Entities, and then on the Actions toolbar, select Publish All Customizations.

   After you enable an entity for feedback, a regarding relationship is created between the entity and the Feedback entity.

Important

Once you enable an entity for feedback, you can't disable it.

Add a subgrid for feedback on the entity form

By default, users must go to the list of associated records of the record you want to add feedback to. To make it easier for users to add feedback, you may want to add a feedback subgrid to the form of the entity you are enabling feedback for.

1. Make sure that you have the System Administrator or System Customizer security role or equivalent permissions.

2. Open solution explorer.

3. Under Components, expand Entities, and then expand the entity you've enabled for feedback.

4. Select Forms.

5. Open the form of type Main or Main - Interactive experience.

   The Main - Interactive experience form is used in the interactive service hub.

6. Select the section you want to insert the subgrid in, and on the Insert tab, in the Control group, select Sub-Grid.

7. In the Set Properties dialog box, fill in the name and label for the subgrid.

8. In the Data Source section, select the information:

   • Records. Select Only Related Records.

   • Entity. Select Feedback (Regarding).

   • Default View. Select a default view for the list.

9. Publish your customizations:

   • To publish customizations for only the component you are currently editing, on the nav bar or in the navigation pane, select the entity you have been working on, and then select Publish.

   • To publish customizations for all unpublished components at one time, in the navigation pane, select Entities, and then on the Actions toolbar, select Publish All Customizations.

Add a rollup field to the entity form to show the ratings

Depending on how you want to calculate the rating for the entity, you can create a rollup field that calculates the rating, and then add it to the form of the entity you're enabling for feedback. More information: Define rollup fields

See also

Submit feedback or ratings for Dynamics 365 for Customer Engagement records