Voice of the Customer FAQ

Important

Voice of the Customer (VoC) is being deprecated and replaced with Microsoft Forms Pro. Learn more

We have compiled a list of frequently asked questions and provided brief answers to help you get to your information quickly.

How to install Voice of the Customer solution earlier than 9.0?

Voice of the Customer for Dynamics 365 for Customer Engagement is a preferred solution that you install from Microsoft Office 365. More information about how to install preferred solutions: Install a preferred solution

Note

If you're using Voice of the Customer version 9.0.781.3 or earlier, maximum number of survey responses you can pull per day is 2,400.

Enable and configure Voice of the Customer

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

  1. Go to Settings > Customizations.

  2. Select 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 select Enable Voice of the Customer for Dynamics 365.

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

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.

What happens if I open a survey by using developer tools in a web browser?

If you open a survey by using developer tools in a web browser, the survey might not work properly.

How to select a date from a date picker in a survey by using keyboard?

The following keyboard shortcuts can be used to select a date from a date picker in a survey:

To Press
Select a date Ctrl + Left Arrow or Ctrl + Right Arrow or Ctrl + Up Arrow or Ctrl + Down Arrow
Select a month Alt + Left Arrow or Alt + Right Arrow
Select a year Ctrl + Shift + Page Up or Ctrl + Shift + Page Down

What should I do if survey responses are not received after creating a custom plugin on the Survey Response entity?

The VOC Push Service user runs only with minimum required privileges to communicate to Voice of the Customer Azure service, and if your organization deploys a custom plugin that runs on the Survey Response entity, you are advised to do either of following:

  • Run the custom plugin in System User Context.
  • Create a custom role with privileges required by custom plugin operations and assign the security role to Voice of the Customer application user.

What should I do if the survey responses are not submitted successfully in Dynamics 365 apps?

There might be times when a customer has submitted a survey response, but it is not submitted successfully in Dynamics 365 apps. To view the responses that are not submitted successfully:

  1. Open Voice of the Customer app.

  2. Go to Advanced Find and search for the Response Errors entity.

  3. On the Advanced Find tab, select Results. The response errors along with the associated survey, response ID, error message, error code, and other required details are displayed in a grid format.

    For example:

    • If a survey response is not stored in Dynamics 365 apps after trying multiple times, error code 103 is displayed along with the appropriate error message.
    • If a survey does not exist, error code 201 is displayed along with the appropriate error message.
    • If a survey invite does not exist, error code 202 is displayed along with the appropriate error message.