Integrating With Dynamics 365 Customer Voice

Dynamics 365 Customer Voice is the ‘business’ version of the Microsoft Forms survey solution which was originally developed for schoolteachers to use for quizzes and tests. It replaces Microsoft Forms Pro and Microsoft Voice of the Customer (VoC) surveys that were being used in Anthology Reach. The primary difference between Customer Voice and its predecessors is that it now organizes Surveys into Projects. With the introduction of Projects, Customer Voice now includes project management capabilities. A project can contain multiple surveys that share common metrics and settings to simplify survey management.

Overview

Customer Voice is a rapidly evolving product with new features being released every month. However, it does not currently provide functionality that allows us to include it within Anthology Reach solutions. There is however a mechanism for projects to be exported from one tenant and imported into another tenant. This will allow Anthology to create model projects and surveys to distribute them to our clients. Additionally, there is a Copy to function which allows projects created in a sandbox to be easily ‘duplicated’ in another environment in the same tenant. These processes are documented later in this Help File.

The primary way for survey development to occur will be by Professional Services providing consulting support to help clients develop surveys. This can also include supporting Power Automate flows to deliver surveys. Customer Voice is citizen developer friendly, i.e., non-technical users can construct simple and complex surveys conveniently once they are familiar with the process.

Instead of providing a training manual, the best resources have been referenced in the Microsoft online documents library which are regularly updated by their product team. We have provided step-by-step scenarios on how to implement survey delivery in Anthology Reach..