MB-230: Microsoft Dynamics 365 Customer Service – Customer Voice

I am currently revising for the MB-230 exam. This exam is for Microsoft Dynamics 365 and covers all aspects of customer service. As I revise I plan to publish blog posts that collectively will become a complete revision guide for anyone embarking on the same journey as me. In this post I will review surveying customer opinions with customer voice.

The section of the skills measured statement that mentions “customer voice” is shown below. Customer voice is a survey tool that we can use for many purposed connected with Dynamics 365, although in our context we are probably going to want to send a survey to a customer after a case is resolved. (etc!)

We use customer voice to capture, analyse and act on customer feedback. The concept being that surveys are created and sent to a customer. Any results collected are stored in the Dataverse and can be reported on alongside other Dynamics 365 data. (Such as cases.)

The customer voice surveys can contain various question types. Including choice, date, ranking, rating and text Additionally we can capture a Net promoter score (NPS) which is a value used to analyse the loyalty of customers. Many organisations focus on the NPS score as it suggests how likely a customer is to recommend them to a friend or colleague. (A good measure of overall satisfaction.)

Tip: Do not confuse “Customer Voice” with “Voice of the Customer” as that was a previous Microsoft survey tool which whilst conceptually similar to “Customer Voice” was quiet different. “Customer Voice” is a rebranded / enhanced version of Forms Pro which is now available as part of your Dynamics 365 subscription.

Opening Customer Voice

Lets start with a simple task … loading Customer Voice!

From my customer service hub (or other Dynamics 365 app) I can use the “waffle” icon.

At this point, if you have an older install, of Dynamics 365 you may see a “Voice of the Customer” icon. (As I have shown below.) This is not the “icon” you are looking for.

Click “All apps” will present more options. See below that I have now located the “Customer Voice” option. That is the one you want!

Once Customer Voice loads you will be presented with a screen that should look something like the one I have shown below;

Create a Survey

The surveys can be organized into projects. Each project would be a collection of related surveys. Your first step therefore will be to create a project.

Each project can include multiple surveys and will include reports that contain satisfaction (NPS) metrics that cover all t he surveys in the project. (A view of each survey within the project can also be created!)

After clicking “+New Project” I can select a project a template. The templates cover several common sales and service scenarios.

As MB 230 is a customer service exam … as an example I will focus on creating a survey using the “Support” template. But I suggest you experiment with the other templates as well. Maybe creating a survey from a blank start point may be a good exercise to help you appreciate all of the elements of a survey!

Next you will select where you would like to create your survey. This will be the Dynamics 365 (Dataverse) instance that contains your customer service application. This probably isn’t your default location so you may need to use the “see all environments” to locate and select the correct one. Once you have selected the correct environment click “Create”.

A survey is now created for me from the template I selected.

You can now amend the design of your survey and customize its appearance. For the purpose of this post I will not focus on these processes! As I’m simply going to work with the survey created from the template.

Tip: I encourage you to experiment with the design elements to add questions to the survey, And the customization options. Such as adding branding or conditional elements (using branching). As always hands on experience is important!

Send a survey

Once we are happy with the design of our survey we will need to distribute it. For this we have several options. Including;

  • Using automation (Power Automate) to send our survey.
  • Email the survey to one or more contacts.
  • By the customer selecting a link to the survey which might be via code you could embed into a web page, just via a URL or from a QR code.

I suggest you experiment with all of these methods of distributing a survey. I am going to stick with the customer service theme for my example. So I want to distribute a survey when a case is resolved. Meaning I will be use the “Automation” option.

Usefully, when we select the automation option a number of templates are available. One of which is “Send a survey when a case is resolved in Dynamics 365”. This is perfect for my example but again I encourage you to experiment with other templates and also maybe create your own automation from a blank flow.

Creating my Power Automate Flow from the template is simple! Firstly I click “Continue” which will confirm that I am going to connect this Flow to Dynamics 365 and Customer Voice.

Next I will need to select the correct Dynamic’s 365 environment before clicking “Create”.

After a very short pause I will see a message that my flow has been successfully created. At this point I can start disctributing the survey by resolving cases.

What has just happened is a flow has been created for me based on a template. In a real world scenario I will probably want to amend this flow before using it. As maybe I’d need to add some additional personalization or filter the sends to exclude certain customers or something ….

So; if you open make.powerapps.com and navigate to your correct environment. Under the “Flows” option you should now be able to see the flow which has been automatically created.

Below you can see that I have used the edit option to open my flow. I could now tailor any of these actions as required. Hopefully you can see that as cases are resolved a survey is going to be sent to my account or contacts as required.

Complete a Survey

As a test I created and resolved a case.(You should try the same as part of your revision!)

The default survey that I was sent looked like this;

Clicking begin survey in the email will open my survey in a browser

Review Results

In my quick example I have (so far) only created one response. (As I have resolved just one case.) As part of your revision I suggest you resolve multiple cases to generate some meaningful data.

See below how I could see details of each question. (I could also use the respondents option to see who has responded to the survey.)

Below you can also see that I can use the satisfaction metrics option to view those all important satisfaction / sentiment scores.

Other things to experiment with are adding alerts which would warn you of certain things. For example someone giving a very low satisfaction rating.

Dynamics 365

To complete my example / test I thought it was worth while to view my results in Dynamics 365. Below you can see that I have opened my case record. In the timeline I can see two actions. The first is an invite to complete the survey. The second is the response received.

Opening the response received allows me to drill into the survey responses. Here I can see details of the survey completed and all the answers given to the questions. This linking of the survey and the case could be very imp0-ortant. As now when someone gives a good ort bad survey response I can drill into the case to understand the full detail behind the scores given by the customer.

I hope you can see that we could do so much more with the “Customer Voice” option. My example has been a really simply eon designed to give you an overview of the basics. I encourage you to spend some hands on time with Customer Voice as part of your MB 230 revision. Enjoy.

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