Create and Distribute Survey in Dynamics CRM - Part I

One of the most interesting feature of Dynamics CRM 2016 was Voice of  the Customer Survey. Now you can send survey link to your customer asking about the feedback regarding product and services.
The survey can be taken on all platform that CRM supports. Voice of customer gives you the viability to distribute the survey and store the response in dynamics crm.
Voice of Customer is available as an add-on in Dynamics CRM. After creating your Dynamics CRM instance go to portal.office.com and click on Admin. Click to manage Dynamics CRM and in APPLICATIONS tab you will get Voice of Customer add-on.
Select Voice of Customer and click on Manage, you have to select the instance for which you want to configure Survey functionality.

Once the VOC steup completed refresh your CRM instance and Voice of Customer will be available in navigation pane.

Steps to create Survey -

• Create Theme for your Survey: Themes gives you capability to change the color of  Survey components such as header, background etc. You can create your custom css also. 

1. Click on Theme Inside Voice of Customer and fill the mandatory information.

• Upload Image for Survey- Survey Image will appear on the right hand side of your header.

1. Click on Images and create new image record for the survey, upload the image and select the format of image.

• Create Survey-  Survey has different section that need to be filled.

1. Summary- This section requires the basic details for Survey.

• Name : Give a unique name for your survey. 
• Closed Date : Select a date on which the survey link will get expired.
• Restrict Multiple Completions : If the option is "Yes" it will restrict to take multiple response for the same link, the link will get deactivated once the survey has been taken.   
• Anonymous Responses: If the selected value is "Yes"  the survey can we distributed to any media, and anyone can take the survey.
• Use Captcha: If selected as Yes, it will give the Captcha image option to fill before submitting the survey.

   2- Survey Runtime: Survey Runtime include the information that requires at the runtime of                    survey. 

• Appearance:  In This section you can upload the Theme and Image that you have created in previous section.
• Footer Link and Texts: You can provide different URLs for the pages such as Privacy Policy, Redirect URL.
• Navigation: This section contain all the navigation related text.

  3- Invitation and Action: This section will include the information that requires at the time of                distributing the survey.

• Invitations: Once the survey get published CRM creates a Email snippet and Anonymous Link to distribute the survey.
• Responses: CRM provide an option to create Lead if the survey has been filled by any anonymous user. If the value of this option has been selected as Yes a lead will get create in crm for the corresponding response. You can also set the target of the response score, if the response score is lower than the target you can take appropriate action for that response.

   4- Feedback: This section gives three option to the user when it is selected as Automatically when         survey publish or Manually , a solution needs to be selected. On publish of survey an entity gets         created in CRM Solution. You can also choose regarding entity against which the survey                     response has to store.

Click on save button and save the required information.

Note: In the next blog we will see how to design and distribute the survey.