Practice Lab 7 – Customer Voice

Scenario

You are a customer service manager at City Power & Light who has been tasked with trying the new Customer Voice functionality to capture feedback on cases before rolling it out to your customers.

Exercise 1: Create survey

In this exercise, you will create a project and use a template to create a survey.

Task 1: Create project

1. Navigate to https://customervoice.microsoft.com

2. Sign in with your Dynamics 365 tenant credentials if necessary.

3. You should arrive at the Create a project page.

4. Select the Support template.

5. Click Next.

6. Select See all environments and select the the WWLnnn Dynamics 365 environment (where nnn if your unique environment).

7. Select Select and close. Select Create.

8. Select All Projects.

9. Click on the ellipsis next your Support project and select Rename.

10. Enter [your prefix ex. mollyc] + Case Feedback and click on Rename.

Task 2: Customize survey

1. Select your project.

2. Click in the Header and change Customer Service feedback to How did we do?. Select anywhere outside the header after you have edited the text.

3. Hover the mouse over the header and click on the Theme color icon (looks like a painting pallette) and change from 2266e3 to ffdd66.

4. Hover the mouse over the header and click on the Image icon and choose one of the images from the gallery.

5. Select question 1 and set as Required.

6. Select question 2 and set as Required.

7. Select the last question in the survey and click on + Add new. Select the chevron (V) and select the Net Promoter Score question type. Set the question as Required.

8. Click on Post-survey message and change the Heading from Thanks! to Thank you for your feedback and change the Message to We look at all feedback to improve our service.

9. Click in the Footer and enter The feedback you submit will not be shared outside of the company.

10. Expand Customization and select Personalization.

11. Click + Add variable and enter casereference with default value Your support case.

12. Click Save.

13. Click Close.

14. Select Formatting.

15. Toggle Progress bar to Off and close the formatting pane.

16. Select Section 1. Select the Variables drop down and select casereference.

17. Add the text has been resolved.

18. Click Preview.

19. Click Back.

Task 3: Satisfaction metrics

1. Select your survey.

2. Expand Customization and select Satisfaction metrics.

3. Click + Add metric.

4. Select CSAT. Under the Case resolution survey questions, select the first question.

5. Click Save.

6. Click + Add metric

7. Select Net Promoter Score and select the last question.

8. Click Save.

9. Click + Add metric.

10. Select Sentiment and select the text question.

11. Click Save.

Exercise 2: Send survey

In this exercise, you will create an email template and send the survey by email.

Task 1: Configure email template

1. Navigate to https://customervoice.microsoft.com.

2. Select your project.

3. Click on the Send tab.

4. Click on the Email tile.

5. Click on the Template drop-down and select Create new.

6. Enter [your prefix ex. mollyc] + Case Resolution and click Add.

7. Click on the Insert drop-down and select First question in survey.

8. Replace the subject line with Please provide feedback on, click on the Insert drop-down and select Personalized variables and then select casereference.

9. Click Save.

10. Click Cancel.

Task 2: Send the survey

1. Click on the Send tab.

2. Click on the Email tile.

3. Click on the Template drop-down and select the Case Resolution template you created.

4. Click in the Recipients field and enter your email address.

5. Click Send.

Exercise 3: Send survey when a case is resolved

In this exercise, you will use Power Automate to send a survey when a case is resolved.

Task 1: Configure automation

1. Navigate to https://customervoice.microsoft.com.

2. Select your project.

3. Click on the Send tab.

4. Click on Resend and select Automate.

5. Select the Send a survey when a case is resolved in Dynamics 365 template. You may need to click on See more templates.

6. If the connections require action, click Fix connection and sign in when prompted.

7. Click Continue.

8. Select the WWLLABnnn Dynamics 365 environment for your environments.

9. Select the survey project starting with your prefix for Dynamics 365 Customer Voice Project.

10. Select your survey for Dynamics 365 Customer Voice Survey.

11. Select your email template for Dynamics 365 Customer Voice Email template.

12. Click Create.