Use the Feedback entity to manage feedback and ratings for Customer Engagement (on-premises) records
Improve your products and services by enabling users to provide feedback and ratings for entity records in Dynamics 365 Customer Engagement (on-premises). For example, you can enable feedbacks and ratings for the
Product entity to know user's feedback on the products you sell, or on the
Incident (case) entity to understand and improve the quality of your customer support team.
You can enable feedback and rating for both system and custom entities in Customer Engagement (on-premises). By default, the
KnowledgeArticle entity is enabled for feedback and ratings. Use the new
Feedback entity to programmatically create and manage feedback for entity records.
This feature was introduced in CRM Online 2016 Update 1 and CRM 2016 Service Pack 1 (on-premises).
To programmatically enable feedback for a:
Once you have enabled an entity for feedback and rating, you can't disable it. After you enable an entity for feedback, a regarding relationship is created between the entity and the
You can also use the customization tools in Customer Engagement (on-premises) to enable feedback and rating for system and custom entities. More information: Enable an entity for feedback
Feedback entity stores the following information :
Feedback rating. You can also define a range for ratings by specifying a minimum and maximum (numerical) value for ratings. For example, a rating of 4 on the scale of 1-5.
Normalized rating for feedback that is automatically calculated to show the specified user rating scaled to a value between 0 and 1 based on the minimum and maximum rating values.
The normalized rating helps to normalize or even out the specified rating value for different rating ranges (minimum and maximum rating values). The normalized rating is calculated as follows: (Rating - Minimum Rating) / (Maximum Rating - Minimum Rating).
Also, rating for a record is calculated as an average of all the normalized ratings for the record.
Feedback status such as Open or Closed
Feedback source to display the source from where the feedback was submitted. If the feedback was created from within Customer Engagement (on-premises), the value is set to Internal. Developers can add a value of their choice depending on the application used to provide feedback.
User who created or last modified the feedback record
Entity record that the feedback is associated with