Capture customer feedback with Dynamics 365 Customer Voice

  • Module
  • 9 Units
Intermediate
Functional Consultant
Business User
Dynamics 365
Customer Service
Customer Voice

Close the loop after case resolution. Build and personalize a Customer Voice survey, automate invitations with Power Automate, connect responses to Customer Service records, and analyze satisfaction trends to guide follow-up and service improvement.

Learning objectives

This module explains how to:

  • Plan a Customer Voice project for a Customer Service feedback scenario.
  • Create and customize a case feedback survey.
  • Personalize and distribute survey invitations.
  • Automate survey distribution when a case is resolved.
  • Analyze responses and satisfaction metrics.

Prerequisites

Familiarity with Dynamics 365 Customer Service cases and Microsoft Power Automate

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