I am about to take the MB2-719 certification, this certification covers the Dynamics 365 for Marketing Application. I plan to create a series of blog posts that collectively should help anyone else preparing for this exam. In this post I will look at surveys.
The skills measured connected with surveys are shown below;
Dynamics 365 for Marketing uses the existing Voice of the Customer functionality of Dynamics 365 to allow you to create, distribute and manage responses from surveys.
I believe I previously covered most of the topics referenced in the skills measured statement, instead of me simply repeating that content please review these earlier posts.
You could also review Microsoft’s Voice of the Customer guide, here!
I can see a few items in the skills measured that I didn’t previously revise! In this post I will only cover additional topics I felt where missing from my earlier posts;
When you install voice of the customer a default theme will exist. But you can change this to blend the survey colour scheme with you corporate branding. Additionally, you can add logos into your surveys.
In voice of the customer we have themes option. Under the heading of collateral.
Within the themes area you can view the default theme and create new themes. When creating a new theme you can control the colours for each of the major elements of the theme. If you are an expert with CSS (unlike me) you can additionally add custom CCS
The other option under the collateral heading is images. Here you can upload images that can then be used as the logo within your surveys.
Now I have a custom theme and logo, when I create surveys I can opt to use these instead of the default ones.
As you setup your surveys in Voice of the Customer you may wish to create leads for each person who responds from a survey. Under the heading of responses there is an option on your survey to enable the creation of leads from anonymous responses. After a lead is created, the Respondent field in the survey response is updated with the lead ID. (Meaning you can link the lead with the survey!)
Clone, Import and Translate
The clone option allows me to create a duplicate of a survey. Below you can see that after I’ve used the clone option a new survey is created with a number after the survey name. Also notice that my original was a published survey but the clone will be in draft staus.
Additionally, notice below that two notes are created on my published survey. The one called “Survey stored <>.xml” can be saved and then imported into another environment.
You also translate surveys into other languages. Select “Export Translations” on the toolbar to generate the translations.xml file. The concept is that you edit the fiel in Excel, then remove the translations file linked to hyour survey and attach you updated version.
Note: You should only use language codes supported by Dynamics 365! Otherwise they will be displayed in the base language.
You can find out exactly how to translate a survey here.
You can run the following reports for a survey:
- Net Promoter Score: Displays the monthly Net Promoter Score details measured by the survey.
Survey Export: Displays survey responses in a tabular format.
Survey Summary: Displays a summary of survey responses.
Add Survey to a Marketing Email
Once my survey have been created in Voice of the Customer, back in the marketing app I can add surveys into marketing emails. Below you can see that I have dragged the survey tile into my email.
Then in the properties tab I can select my email and set any properties to define how I’d like the link to the survey to appear.
Use Surveys in Customer Journeys
We also have a survey tile that can be added to customer journeys. The survey tile can then be followed by a trigger when the survey is completed or the survey has a score above or below a certain value.
Below you can see the type of journey we might want to produce to send out a survey and then respond to submissions
In this post I have only touched on a few additional survey topics! As I said in my opening you should also review the previous posts I created about Voice of the Customer. Whilst revising for MB2-719 you should be aware that this topic is large and could cover many scenarios. So, as always, gaining plenty of hands on experience with Voice of the customer will be an advantage. Enjoy!