Install the Voice of the Customer solution

This section provides you the steps to install the Voice of the Customer for Dynamics 365 solutions earlier than 9.0 and latest version.

Install the Voice of the Customer solution earlier than 9.0

Voice of the Customer for Dynamics 365 is a preferred solution that you install from Office 365. To learn how to install preferred solutions, see TechNet: Install a preferred solution.

After you've installed the Voice of the Customer for Dynamics 365 preferred solution, you need to accept the terms and conditions to configure it in Dynamics 365.

  1. Go to Settings > Customizations.

  2. Click Solutions.

  3. In the list of available solutions, select Voice of the Customer for Dynamics 365.

  4. In the Voice of the Customer for Dynamics 365 Configuration screen, select I agree to the terms and conditions and click Enable Voice of the Customer for Dynamics 365.

When the configuration completes, you can start using Voice of the Customer for Dynamics 365 solution.

Install the Voice of the Customer solution 9.0 and later

The new version of the Voice of the Customer for Dynamics 365 solution can be installed from Dynamics 365 Administration Center. It is compatible with Dynamics 365 version 8.2 onwards.

Note

You must be a tenant administrator to install the solution.

  1. Go to the Dynamics 365 Administration Center and click the Applications tab.
  2. Select the application row titled Voice Of The Customer and click Manage. The Install page is displayed.
  3. From the Dynamics 365 Instance drop-down list, select an instance where you want to install the solution.

    Note

    The Dynamics 365 Instance drop-down list will display only the organizations with version 8.2 and above.

  4. Accept the license terms.

  5. Click Install.

You can track the installation status from the solutions page of Dynamics 365 Administration Center.

  1. Go to the Dynamics 365 Administration Center and click the Instances tab.
  2. Select the instance name and click Solutions.
  3. The status is displayed in the Status column.

Limitations of the Voice of the Customer solution

Voice of the Customer for Dynamics 365 has the following limitations designed to optimize performance:

  • Maximum # of surveys you can publish: 200
  • Maximum # of questions on a survey: 250. If you've enabled feedback for a survey, you can include a maximum of 40 questions.
  • Maximum # of pages per survey: 25
  • Maximum # of survey responses that Voice of the Customer will store: 1,000,000
  • Note that surveys aren't supported on legacy forms.

The following limitations also apply if you're using a version earlier than 9.0.781.3. If you're not sure which version you're using, talk to your administrator. If you're an administrator, you can find the version by going to Settings > Solutions.

  • Maximum # of email invitations that you can send that include piped data in a 24-hour period: 10,000. Any emails that exceed that amount will remain pending during that time and will automatically start sending when the time limit is over.
  • Maximum # of survey responses you can pull per day: 2400.
Important

The Voice of the Customer for Dynamics 365 preferred solution connects to an external service that isn't completely within the Dynamics 365 compliance boundary.

Privacy notice

By enabling the Voice of the Customer for Microsoft Dynamics 365 feature, when you publish a survey from within Microsoft Dynamics 365, the survey definition will be sent to Azure and stored in Azure Storage. When a respondent submits a survey (by opening the survey invitation link sent to him or her via email), the survey responses are stored temporarily in the Azure Service Bus and then are retrieved and stored in Microsoft Dynamics 365. After the responses have been stored in Microsoft Dynamics 365, they are deleted from Azure.
Note that it is possible to include Dynamics 365 data such as customer name, product name, case number, etc. in a survey (within survey elements such as questions, answers, etc.) when rendering a survey for a respondent. When a survey invitation link is generated, this Dynamics 365 data would be sent out of Dynamics 365 and stored in Azure SQL Database in exchange for an identifier that is used within the survey invitation link. This identifier is used to show the Dynamics 365 data within the survey after the survey is opened using the survey invitation link. The identifiers within the survey link that is sent over email to a respondent is stored in the respondents’ email system.
An administrator can enable the Voice of the Customer for Microsoft Dynamics 365 feature by installing it as a solution in the Microsoft Dynamics 365 organization. In addition, an administrator can subsequently disable the feature by uninstalling this solution from the Microsoft Dynamics 365 organization.
Azure components and services that are involved with Voice of the Customer for Microsoft Dynamics 365 functionality are detailed in the following sections.
Note: For more information about additional Azure service offerings, see the Microsoft Azure Trust Center (https://azure.microsoft.com/en-us/support/trust-center/).
Cloud Services (https://azure.microsoft.com/en-us/services/cloud-services/)
Designer Service (Web Role)
This provides multiple Web Services for communication between a Dynamics 365 organization and the multi-tenanted Voice of the Customer for Microsoft Dynamics 365 Azure components. For example, surveys are published and stored to Azure Blob Storage. Survey responses are retrieved from an Azure Service Bus queue and returned to be persisted in the Dynamics 365 organization. All requests are authenticated against Azure Active Directory.
Survey Runtime (Web Role)
This is the web application that serves the surveys to the respondents. Submitted survey responses are stored temporarily on an Azure Service Bus queue before being processed retrieved by a Dynamics 365 asynchronous service.
Response Processor (Worker Role)
This worker role is responsible for processing the raw completed surveys into valid survey responses that can be created in Dynamics 365.
Push Processor (Worker Role)
This worker role is responsible for processing the valid survey responses and updating as Dynamics 365 entity records. Azure Key Vault (https://azure.microsoft.com/en-us/services/key-vault/)
All cloud services store configuration data in Azure Key Vault. Organization, tenant data is stored in SQL Azure.
Azure SQL Database (https://azure.microsoft.com/en-us/services/sql-database/)
Voice of the Customer for Microsoft Dynamics 365 uses SQL Azure to store:
- Piped data
- Survey metadata
- Organization (tenant) data
Azure Blob Storage (https://azure.microsoft.com/en-us/services/storage/)
Survey definitions and partially completed (saved) responses are stored to Azure Blob storage.
Azure Content Delivery Network (CDN) (https://azure.microsoft.com/en-us/services/cdn/)
The Voice of the Customer for Microsoft Dynamics 365 solution uses Azure Content Delivery Network to serve static content to the survey runtime such as images (including uploaded images such as customer logos), JavaScript and CSS.
Azure Active Directory (https://azure.microsoft.com/en-us/services/active-directory/)
The Voice of the Customer for Microsoft Dynamics 365 solution uses Azure Active Directory Service to authenticate web services.
Azure Service Bus (https://azure.microsoft.com/en-us/services/service-bus/)
Messages created when a survey is displayed / submitted are stored temporarily to an organization’s (tenant’s) Azure Service Bus Queue until the Azure worker role pushes the survey responses into an organization’s Dynamics 365 instance and persists them as Dynamics 365 entity records.