Voice of the Customer for Dynamics 365

Beginner
Business User
Functional Consultant
Dynamics 365
Sales
Customer Service
Customer Engagement

This learning path introduces you to the basics of Voice of the Customer for Dynamics 365.

Prerequisites

  • A basic understanding of how to move around the Dynamics 365 application and a working knowledge of the core records that are available.
  • Familiarity with the basic functionality of the Voice of the Customer solution, like deployment and survey creation.
  • Knowledge of Sales, Customer Service, and Field Service is also helpful, but isn't required.

Modules in this learning path

This module will focus on how to drive customer engagement through surveys by using the Microsoft Dynamics 365 Voice of the Customer solution. It explains how to deploy the Voice of the Customer solution, use themes and images in surveys, design surveys, design survey questions, and control survey options like unsubscribe options.

This module will focus on how to use advanced survey options to tailor the experience of survey respondents. It include information about linking survey questions, using client-side and server-side routing options, creating survey scoring models, and personalizing surveys by using piped data.

This module will focus on effectively managing and automating survey distribution and next step actions for surveys that were created by using the Voice of the Customer solution. It will examine and compare different survey distribution options, and survey cloning, import, and translation options. You'll also learn how to use workflows to automate the process of sending out surveys, how to surface survey results in Microsoft Dynamics 365, and how to use analytics to drive next steps.