What is Dynamics 365 Customer Voice?

Before we start going through how to use Customer Voice, let us go through the history of the product.

Until July 01, 2020, there was a survey solution in Dynamics 365 called Voice of the Customer (VoC). In 2020, this solution was deprecated and removed from all Microsoft solutions, as it was very complex and not widely used. In July 2019, Microsoft decided to create a solution from the Microsoft 365 tool, Forms. They called it Forms Pro and worked on giving it more functionality than Forms. At Inspire in July 2020, they announced that Forms Pro was now changing – not just the name, but more functionality and where the data was stored. Dynamics 365 Customer Voice was the new name for this product. The evolution of the names and survey tools is shown in Figure 9.1:

Figure 9.1 – Surveys tools connected to Dynamics 365 applications

Dynamics 365 Customer Voice has a lot of the same features and functionalities...