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:

  • System entity, use the UpdateEntityRequest message to update the entity, and set the HasFeedback property to true.

  • Custom entity, set the CreateEntityRequest.HasFeedback property to true while creating the entity, or update existing custom entity to set the UpdateEntityRequest.HasFeedback property to true.

    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 Feedback entity.


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

The Feedback entity stores the following information :

  • Feedback title

  • Feedback comments

  • 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

In This Section

Feedback Entity

See also

Work with knowledge articles in Customer Engagement (on-premises) Service entities in Customer Engagement (on-premises)


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