Exercise - Send a Customer Voice survey from Dynamics 365

  • 20 minutes

In these exercises, you'll create an account management feedback survey, install the Send Survey app in Dynamics 365, and then send a survey from a Dynamics 365 contact.

Exercise 1: Create an account management feedback survey

In this exercise, you'll create a survey to send to customers that asks for periodic customer feedback. In a later exercise, you'll install the Microsoft app from the Microsoft commercial marketplace, send a Customer Voice survey from Dynamics 365, and then send a survey from a contact record in Dynamics 365.

Important

You can complete these exercises in a trial or sandbox environment. Make sure that you have access to Dynamics 365 with the Sales or Customer Service apps enabled.

Task 1: Create a new project

To create a new project, follow these steps:

  1. Go to Dynamics 365 Customer Voice and sign in with your credentials.

  2. Select Get started.

    Screenshot of the landing page for Dynamics 365 Customer Voice showing the Get started button.

  3. Select the Periodic customer feedback project template.

    Screenshot of a series of project templates in Customer Voice, with the Periodic customer feedback project template selected.

  4. Select the Preview button.

    Screenshot showing the Periodic customer feedback project option selected, with the preview button highlighted.

  5. An overview of the survey that is associated with this project will appear. After you have finished reviewing the overview, select Close.

    Screenshot showing a preview of the Periodic customer feedback survey from the Periodic customer feedback project. The Close button is highlighted.

  6. Select the Next button to continue.

    Screenshot showing the Periodic customer feedback project selected and the Next button highlighted.

  7. Determine which location to add your project to. Select the link for See all environments.

    Screenshot showing a series of locations that you can add a project to in Customer Voice. The See all environments option is selected.

  8. A list will display, showing all Microsoft Dataverse environments that you have access to. Select the environment that you're using to complete this exercise. If you have access to the environment, a message that permission has been granted will be displayed. Select the Select and close option.

    Screenshot showing a list of Dataverse environments with a notification that permission has been granted. The Select and close button is highlighted.

    Note

    As you use Customer Voice over time, the Recent locations list will populate with the last environments that you have used. After the list populates, you can select the environment directly from this list instead.

    Screenshot showing a list of locations with a default location at the top and two additional locations categorized as Recent locations.

  9. Select the Create button. If you're unable to select the button, confirm by using the previous step and then make sure that you have one location selected.

    Screenshot showing that Customer Voice is connected to Dynamics 365. The Create button is highlighted.

Task 2: Add new variables to the survey

To add new variables to the survey, follow these steps:

  1. In the project that you created, the Periodic customer survey will exist with a series of questions on it. If you're not already in the survey, select the Periodic customer survey link from the navigation menu.

    Screenshot showing Dynamics 365 Customer Voice and Periodic customer survey selected.

  2. From the right of the survey, select the Customization menu.

    Screenshot showing the Customization menu selected.

  3. From the Customization menu, select the Personalization option.

    Screenshot showing the Customization menu open with the Personalization option selected.

  4. Hover your cursor over the companyname variable and then select the trash can icon to delete it.

    Screenshot showing a list of variables, including the companyname variable, which shows the delete icon next to it.

  5. A prompt will display, asking if you're sure that you want to delete the variable. Select the Delete button to continue.

    Screenshot showing a prompt screen with the Delete button selected.

  6. Select the Add variable option from the bottom of the variables panel.

    Screenshot of a list of variables with the Add variable button highlighted.

  7. Enter AccountManager for the name of the variable and then select Add variable again.

    Screenshot showing that a new variable has been added with the name Account Manager. The Add variable button is highlighted.

  8. Add a new variable with the name of AccountName. Select the Save button in the lower part of the screen.

    Screenshot showing that a new variable named Account Name has been added. The Save button is highlighted.

  9. A confirmation message will display, showing that two variables were added.

    Screenshot showing the Two variables added notification at the top of the screen.

  10. Select the Close button in the lower part of the screen to exit the variables panel.

Task 3: Insert the variables into the survey

To insert the variables into the survey, follow these steps:

  1. Select the first question in the survey and then delete the word you from the question text.

    Screenshot showing a question in the survey with the word you highlighted.

  2. In place of the word that you deleted, select the Variables menu and then select AccountName. This action will add the variable to the question text as {{AccountName}}.

    Screenshot showing the Variables dropdown menu and the AccountName variable selected. The variable has been added to the text of a survey question.

  3. With the first question still selected, the Add new button should be accessible below it. Select the button to add a new question.

  4. Select the Rating style question.

    Screenshot showing a selection of question types with the Rating question type highlighted.

  5. Add the following question text: How happy are you with your Account Manager, At the end of the question text, select the Variables menu and then select the AccountManager variable.

    Screenshot showing a new question being added to a survey. The question text is How happy are you with your Account Manager.

The survey is now ready to be used with a new question and two new variables.

Exercise 2: Install the Send Survey app in Dynamics 365

In this exercise, you'll install the Send Customer Voice survey from Dynamics 365 app into your Dynamics 365 environment.

Important

To install the app, make sure that your user role has the System Administrator security role in Dynamics 365.

  1. Select the Send Customer Voice survey from Dynamics 365 app link in the Microsoft commercial marketplace: https://appsource.microsoft.com/product/dynamics-365/msfp.customervoicedistribution?tab=Overview

  2. Select the Get it now button.

    Screenshot of the Send Customer Voice survey from Dynamics 365 app in Microsoft AppSource.

  3. If you aren't already signed in to the account that is linked to Dynamics 365, you'll be prompted to add your email address. Enter the email address that you also use to sign in to the same environment that you used to create your new project in Dynamics 365 Customer Voice. Select the Sign in button.

    Screenshot of the prompt from Microsoft AppSource to sign in, showing a box to enter an email address and the Sign in button highlighted.

  4. You'll be prompted to provide further information and agree to the terms and conditions of using the app. Select the Continue button.

    Screenshot of a pop-up prompt from AppSource asking you to fill out fields with information, such as name, work email, job title, company, country/region, and phone number.

  5. You'll be directed to the Resources section in https://admin.powerplatform.microsoft.com. Select the environment that you want to add the app to. Make sure that it's the same environment where you added your Dynamics 365 Customer Voice project in Exercise 1. Review and agree to the terms and conditions.

    Screenshot showing a dropdown menu with a list of environments to select from. Two boxes are selected to agree to terms and conditions.

  6. Select the Install button to continue.

  7. A notification will display in the upper part of the screen to show that the installation has started.

    Screenshot showing a notification indicating that an installation has started.

At the bottom of the list of all other apps in your environment, the app will show as installing. After the install is complete, the app will have a status of Installed.

Screenshot of the Send Customer Voice survey from Dynamics 365 app installing.

Exercise 3: Send a survey from a Dynamics 365 contact

In this exercise, you'll send a survey from a contact record in Dynamics 365.

Important

Make sure that you use the same Dynamics 365 environment where you installed the Send a Survey app from Exercise 2.

  1. Go to a contact record in Dynamics 365. Make sure that the contact record has an email address that you have access to. You need access to receive the email that is sent when you send the survey.

  2. Select the Send survey button from the top of the contact record.

    Screenshot of a contact record in Customer Engagement with the Send survey button highlighted.

  3. A pop-up window will open with a list of all surveys that you have access to from Dynamics 365 Customer Voice. Look for the survey that you created in Exercise 1. In the left column, select the survey and then select the Next button.

    Screenshot of a list of available surveys, showing the Periodic customer survey selected and the Next button highlighted.

  4. The Recipient field will be populated with the contact that you initiated the process from. Select the Email Template from the list (only one should be available). The First Name and Last Name fields will be populated from the contact record fields. Select the Locale from the list (only one should be available).

  5. Enter values for the AccountManager and AccountName variable so that they will be populated. Add a name for the Account Manager and a name for the account that your contact works for. Select the Send button to continue.

    Screenshot of the Send Survey screen, showing fields that must be completed. The Email Template, Locale, and two variable fields are highlighted.

  6. Open the mailbox for the email address of the contact record that you selected. You should have received an email from Dynamics 365 Customer Voice. Open the email and select the Begin survey button to open the survey.

    Screenshot of the email that is received by a contact who was sent a survey. The Begin survey button is highlighted.

The survey should display the values that you added to the AccountName and AccountManager variables in the survey.

Screenshot showing a survey with two variables that have been populated with data from a contact record.