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Working with Microsoft Forms and Customer Voice

You're reading from  Working with Microsoft Forms and Customer Voice

Product type Book
Published in Jun 2021
Publisher Packt
ISBN-13 9781801070171
Pages 336 pages
Edition 1st Edition
Languages
Concepts
Author (1):
Welly Lee Welly Lee
Profile icon Welly Lee
LinkedIn
Welly Lee is the head of product for Dynamics 365 Customer Voice. He has been with Microsoft for more than 14 years working on products such as SQL Server, SharePoint, and Dynamics 365. Prior to Microsoft, he was a professional consultant advising multi-national organizations with business process and technology implementation for more than 10 years. He has a master's in engineering and a Master of Business Administration (MBA) as well as a bachelor's degree in psychology from the University of Washington. In his free time, he likes to travel around the world having visited 79 countries, and plan to continue the travel as soon it becomes safe again from the pandemic.
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Table of Contents (16) Chapters close

Preface 1. Section 1: Working with Microsoft Forms and Customer Voice
2. Chapter 1: Introducing Microsoft Forms and Customer Voice 3. Chapter 2: Best Practices for Collecting Feedback through Surveys 4. Chapter 3: Creating a Survey with Microsoft Forms 5. Section 2: Implementing Common Feedback Solutions with Microsoft Forms and Dynamics 365 Customer Voice
6. Chapter 4: Conducting a More Productive Meeting with Microsoft Forms and Microsoft Teams 7. Chapter 5: Post-Training Assessment and Feedback 8. Chapter 6: Conducting an Employee Survey with Dynamics 365 Customer Voice 9. Chapter 7: Collecting Periodic Customer Feedback with Customer Voice 10. Chapter 8: Automating Customer Support Surveys with Dynamics 365 Customer Voice 11. Chapter 9: Closing a Feedback Loop with Customer Voice 12. Section 3: Administering Microsoft Forms and Dynamics 365 Customer Voice
13. Chapter 10: Administering Microsoft Forms and Dynamics 365 Customer Voice 14. Chapter 11: Managing Usage with Dynamics 365 Customer Voice 15. Other Books You May Enjoy

Summary

Customer service is often the cornerstone of customer experience. Customer Voice provides functionalities to make it easy for you to implement customer feedback that is integrated with your customer service system. If you are using Dynamics 365 for Customer Service as your CRM system, Customer Voice provides out-of-the-box integration templates to automate sending surveys when a case is resolved in Dynamics or to collect feedback at the end of a chat session. There is no code and only minimal setup is required to enable you to get the system running quickly. In this chapter, we discussed how you use the support template in Customer Voice, including coverage of using the Power Automate workflow and the Power BI report template to integrate survey response data with your support case. We also discussed additional options to extend collecting feedback beyond the email survey.

In the next chapter, we will discuss how you can use Customer Voice to close the feedback loop and...

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Authors (1)

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Profile icon Welly Lee
LinkedIn
Welly Lee is the head of product for Dynamics 365 Customer Voice. He has been with Microsoft for more than 14 years working on products such as SQL Server, SharePoint, and Dynamics 365. Prior to Microsoft, he was a professional consultant advising multi-national organizations with business process and technology implementation for more than 10 years. He has a master's in engineering and a Master of Business Administration (MBA) as well as a bachelor's degree in psychology from the University of Washington. In his free time, he likes to travel around the world having visited 79 countries, and plan to continue the travel as soon it becomes safe again from the pandemic.
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See other products by Welly Lee
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