Projects in Dynamics 365 Customer Voice

  • 5 minutes

Before you create a new project, consider planning it beforehand to ensure that it is as effective as possible. A project should contain elements that are related to one another rather than including all of an organization's surveys into one main project. A project could contain all Customer Service related surveys that are distributed after a customer has purchased a product. From an ongoing account management perspective, a project could be created to contain surveys that are sent after a client visit, on an annual basis, or every six months.

When you are planning how to create a new project, consider the following questions:

  • What is the purpose of this project?

  • Who are the main stakeholders for this project that need to provide input?

  • Does the project cross over multiple departments that have a variety of needs?

  • Are clear objectives in place and are deliverables required for the project?

  • Who will provide questions for surveys for the project?

  • What other roles and collaboration is needed for the project?

  • Does the project length have a timeline, or has a deadline been established for when this project needs to be delivered and completed?

Discussing and finding answers to these questions prior to creating the project can help you create a clear path and a solid plan that can determine how successful the project will be. By asking these questions first, you can review a project periodically throughout the duration and then again at the end. This approach helps you acknowledge project achievements and analyze the results. It might also help to learn from the project successes rather than adjust the next project based on the data.

The two main elements of a Dynamics 365 Customer Voice project are:

  • Surveys: A project can contain one or many surveys.

  • Reports

    • The reports section contains satisfaction metrics that cover all surveys within that project.

    • A response overview report will be created for each survey that is added to the project.

Other elements are included within each survey that provide a potentially unique experience for each one:

  • Determining which survey metrics to capture

  • Customizing a thank you and footer message

  • Adjusting the theme color, fonts, and background

  • Adding custom Cascading Style Sheets (CSS) design to style the survey further

  • Creating and using survey variables for personalization needs

  • Providing up to 23 language translations for a survey

  • Formatting elements of the survey, such as displaying a progress bar and question numbers or shuffling questions when appropriate

When all planning is complete, a project can be created in Dynamics 365 Customer Voice.