Practice Lab – Capture feedback with Customer Voice

[!IMPORTANT] Customer Voice is included with the Dynamics 365 Customer Service trial and doesn’t require separate installation. Sign in with the same Microsoft Entra account that you use for the course environment. If Customer Voice or the course environment isn’t available, notify your instructor. You can skip this final lab without affecting any other lab.

Scenario

As a customer service manager at Contoso Coffee, you need to evaluate Customer Voice as a way to capture feedback after a case is resolved. In this lab, you create and preview a case feedback survey, review its satisfaction metrics, prepare an email template, and examine case-resolution automation. This exercise should take approximately 30 minutes to complete.

Exercise 1 – Create a survey project

Task 1 – Access Customer Voice

In a browser, go to Dynamics 365 Customer Voice.
Sign in with the same Microsoft Entra account that you use for the course environment.
Confirm that the All projects page opens.
If access is denied, confirm that you used the correct account, and then ask your instructor to verify that your user has access to the course environment.

Task 2 – Create a support project

Before you begin, choose a unique prefix that contains three through eight alphanumeric characters. Use the same prefix wherever the lab asks for <prefix>.

On the All projects page, select New project.
Select the Support template.
Select Next.
On the Survey location page, select See all environments.
Select the Dynamics 365 environment that you use for the course.
Select Select and close, and then select Create.
On the All projects page, rename the project <prefix> Case Feedback.

Task 3 – Customize the survey

Open the <prefix> Case Feedback project, and then open its survey.
Change the survey title to How did we do?.
Set the first two survey questions to Required.
After the last question, select Add new, and then add a Net Promoter Score question.
Enter How likely are you to recommend Contoso Coffee?, and then set the question to Required.
In Post-survey message, enter Thank you for your feedback for the heading and We review all feedback to improve our service. for the message.
In the footer, enter Contoso Coffee uses your feedback to improve customer service.

Exercise 2 – Personalize and evaluate the survey

Task 1 – Add a case reference variable

On the survey’s Design tab, expand Customization, and then select Personalization.
Select Add variable.
Enter casereference for the variable name.
Enter Your support case for the default value.
Select Save, and then close the Personalization pane.
Add a section heading at the start of the survey.
Insert the casereference variable followed by the text has been resolved.

Task 2 – Review satisfaction metrics

Expand Customization, and then select Satisfaction metrics.
Review the customer satisfaction and sentiment metrics provided by the Support template.
Select Add metrics, and then select Net Promoter Score.
Enter Recommendation for the metric name.
Associate the metric with the How likely are you to recommend Contoso Coffee? question.
Select Save, and then close the Satisfaction metrics pane.

Task 3 – Preview and test the survey

Select Preview on the survey toolbar.
Confirm that Your support case has been resolved. appears at the start of the survey.
Enter test responses and verify that the required questions can’t be skipped.
Switch to the mobile preview and confirm that the survey remains readable.
Submit the preview response.
Select Back to return to the survey editor.

Exercise 3 – Prepare survey distribution

The survey preview is the required validation path for this lab. Complete the following tasks if email distribution is available in your course environment.

Task 1 – Create an email template

On the survey, select the Send tab.
Select Email.
Open the Template list, and then select Create new.
Enter <prefix> Case Resolution for the template name, and then select Add.
Replace the subject with Please provide feedback on, insert the casereference personalized variable, and then add the survey link to the message if it isn’t already present.
Select Save.
Select Cancel to close the email composer without sending a message.

Task 2 – Send a test invitation (optional)

On the Send tab, select Email.
Select the <prefix> Case Resolution template.
Enter your email address in Recipients.
For casereference, enter Coffee Brewer Still Not Heating After Reset.
Select Send.
If delivery is permitted, open the invitation and confirm that the case reference appears in the subject or survey.

[!NOTE] Email delivery can be restricted in a course trial. The lab is complete even if you don’t send or receive the optional test invitation.

Exercise 4 – Review case-resolution automation (optional)

The Support project includes automation for sending a survey when a Dynamics 365 case is resolved. Connections and recipient data vary by environment, so you review or configure the flow without activating it.

Task 1 – Configure the flow

On the survey’s Send tab, select Automation.
Select Send a survey when a case is resolved in Dynamics 365. If the flow already exists, open it in Power Automate.
If prompted, select Fix connection, sign in with your course account, and then select Continue.
Select your course environment for the Dynamics 365 connection.
Select <prefix> Case Feedback for Dynamics 365 Customer Voice Project.
Select the survey and the <prefix> Case Resolution email template that you created.
Select Create or Save.

Task 2 – Review the inactive flow

In Power Automate, go to My flows, and then open the case-resolution survey flow.
Confirm that the trigger monitors changes to Dynamics 365 cases.
Confirm that the flow checks for a resolved case and uses the Customer Voice Send a survey action.
Review how the recipient, project, survey, email template, and case reference are mapped.
Leave the flow turned off. Activating and testing it requires a case contact with a valid email address and is outside the required lab path.