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Working with Microsoft Forms and
Customer Voice
Efficiently gather and manage customer feedback, insights, and experiences
Welly Lee Foreword by James Phillips and Ray Smith FOR SALE IN INDIA ONLY
Working with Microsoft Forms and Customer Voice Efficiently gather and manage customer feedback, insights, and experiences
Welly Lee
BIRMINGHAM—MUMBAI
Working with Microsoft Forms and Customer Voice Copyright © 2021 Packt Publishing All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews. Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the author, nor Packt Publishing or its dealers and distributors, will be held liable for any damages caused or alleged to have been caused directly or indirectly by this book. Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information. Associate Group Product Manager: Pavan Ramchandani Publishing Product Manager: Bhavya Rao Senior Editor: Sofi Rogers Content Development Editor: Feza Shaikh Technical Editor: Deepesh Patel Copy Editor: Safis Editing Project Coordinator: Manthan Patel Proofreader: Safis Editing Indexer: Manju Arasan Production Designer: Vijay Kamble First published: May 2021 Production reference: 1140521 Published by Packt Publishing Ltd. Livery Place 35 Livery Street Birmingham B3 2PB, UK. ISBN 978-1-80107-017-1
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Written during the pandemic with special thanks to my wife, Anna, for her support, and to my parents, Inge and Aris, for their cheers. – Welly Lee
Foreword 2020 has been a difficult year on so many levels. The challenge, however, drove human creativity and accelerated invention and transformation in healthcare, communications, education, commerce, and many other fields. We still have a long way to go, but many of those innovations will change the way we do things well beyond the end of the pandemic. For businesses of all kinds, the accelerated adoption of e-commerce is surely one of those permanent shifts. To create great e-commerce experiences, organizations must learn from data gathered from a dramatically expanded set of sources. The transactions captured in application software provide important context but are only the tip of the data iceberg. Signals gathered about what a prospective customer looks at on the web, how and when they shop, and the data that lets one customer be grouped with a population of similar customers provide an important backdrop for the transaction data. Health, economic, and demographic trends affecting the area where the customers live help businesses look forward to understand what is coming. Software like the family of business applications from Microsoft harnesses this broad collection of data to help businesses deliver the best personalized experiences for every customer with every interaction. The breadth and depth of available data is amazing, but sometimes, the best way to understand a customer's point of view is just to ask them. In the digital world, that happens through surveys, and surveys are the role of Dynamics 365 Customer Voice. Customer Voice enables business users – without a requirement for coders – to create personalized, branded surveys that can be delivered at any point in the customer journey. The right survey, delivered at the right time, lets a customer feel heard – increasing satisfaction whether the experience being surveyed was positive or negative. The wrong survey at the wrong time becomes an annoyance. Customer Voice lets business users create the right personalized survey and control the orchestration to deliver it to the right customers at the right time.
Other survey applications isolate survey data in another data silo. Since Customer Voice is built on Microsoft Dataverse, it is straightforward to connect surveys with customer transactions and the broader connection of data signals to provide a complete, contextualized picture. Personalized surveys are an essential component of a modern e-commerce strategy, and Dynamics 365 Customer Voice gives organizations the tools to build modern, personalized surveys, the orchestration to deliver those surveys to the right customers at the right time, and the data and intelligence platform to create powerful insights from the combination of survey data, transaction data, and the universe of other available data sources. James Phillips President, Digital Transformation Platform Group at Microsoft
As the world adapts to always-on, all-encompassing digital interactivity, cutting through noise and authentically connecting with a customer becomes exponentially more important, and equally, more challenging. Customers expect timely and personalized interactions, and for their favorite brands to act swiftly and proactively to their needs and wants. They want to be able to give feedback in the moment and then expect immediate action or situational awareness during the next interaction. Likewise, business leaders across industries are searching for the most impactful way to instill a customer-centric culture within their organization. They are challenged with amplifying customer insights across their business, and across their customer's journey: from initial marketing touchpoints with prospects, through the sales cycle, and ultimately once customers begin to use their products and services. Dynamics 365 Customer Voice empowers businesses to collect deep prospect and customer insights and deliver them across each function of an organization, ensuring a seamless and delightful experience that results in customers for life and valued brand ambassadors. Dynamics 365 Customer Voice converges with Microsoft's family of business applications to create a perfectly calibrated customer voice solution that transforms the end-to-end customer experience. With out-of-the-box templates, point-and-click usability, and AI-infused feedback management features, businesses waste no time with setup. Leaders can quickly deploy their surveys to listen to customers in the moment and across the life cycle to be armed with actionable insights in real time. This is exactly what's needed to foster a customer-centric culture, process, and discipline across an entire organization, where each business function is aligned to proactively address customer needs and deliver personalized experiences with every interaction across the customer journey. This book provides the most comprehensive guidance to help you to implement a feedback management solution and program in your organization. The book not only includes the technical how-to instructions but also uses real-life examples to share survey best practices to help you create an end-to-end feedback management solution. Whether you want a simple pulse or NPS feedback template off the shelf or want to create more complex periodic surveys with branching, triggers, journey orchestration, and reporting, this book is for you. Ray Smith General Manager for Dynamics 365 Sales and Customer Voice
Contributors About the author 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 on 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 plans to continue to travel as soon it becomes safe again from the pandemic.
About the reviewer Megan V. Walker is a Microsoft Business Applications MVP and an independent consultant working under the business name of MVW Consulting Ltd. Her experience is wide and varied, covering most aspects of Dynamics and the Power Platform, with experience in web design, social media, and marketing. She has built a reputation as one of the world's leading experts in Microsoft Forms and Dynamics 365 Customer Voice, with her videos, articles, and presentations being referenced and used as learning resources by Microsoft. Megan is a passionate blogger, writing about tips, tricks, and ideas for non-developer geeks. She is also a podcast host with fellow Microsoft MVP and good friend, Lisa Crosbie on The UP Podcast.
Table of Contents Preface
Section 1: Working with Microsoft Forms and Customer Voice
1
Introducing Microsoft Forms and Customer Voice What is Microsoft Forms? What is Dynamics 365 Customer Voice? Difference between Microsoft Forms and Customer Voice
4 10
License requirements for Microsoft Forms and Customer Voice Summary
17 19
15
2
Best Practices for Collecting Feedback through Surveys Designing survey questionnaires
22
KPI questions Key driver questions Open-ended questions
22 27 30
Distributing surveys
32
Keep the survey as short as possible Make it easy to take the survey Make it safe to take the survey Conveying the benefits
32 34 34 35
Personalizing your survey Sending a timely survey Survey reward
35 36 36
Analyzing survey results
37
Analyzing KPIs Identifying relevant key drivers Summarizing text comments
37 38 40
Summary Further reading
41 41
ii Table of Contents
3
Creating a Survey with Microsoft Forms Creating survey questions Exploring question types
44 52
Text Date Ranking File upload Net Promoter Score
52 53 54 54 56
Section
57
Branding and styling a survey Previewing a survey Sending a survey Viewing survey results Summary
59 61 65 66 70
Section 2: Implementing Common Feedback Solutions with Microsoft Forms and Dynamics 365 Customer Voice
4
Conducting a More Productive Meeting with Microsoft Forms and Microsoft Teams Sending an anonymous survey before a meeting Conducting a live poll during a meeting
78
Installing the Forms app Creating poll questions Launching poll questions
78 80 82
74
Collecting and sharing meeting feedback
87
Getting a meeting attendance list
87
Meeting feedback surveys Sending the link using email Showing the survey on a Microsoft Teams channel Displaying a QR code at the end of the meeting Sharing meeting feedback
88 89
91 92
Summary
98
90
Table of Contents iii
5
Post-Training Assessment and Feedback Creating a quiz with Microsoft Forms Grading and posting quiz results Review answers
Collecting training feedback with Microsoft Forms
100 108 110
Using Customer Voice to collect multi-course training feedback 119 Creating a survey Collecting feedback Viewing feedback results
Summary
120 127 129
131
115
6
Conducting an Employee Survey with Dynamics 365 Customer Voice Automating new employee hire feedback Creating a new employee survey in Customer Voice Creating an email template
134 135 143
Conducting an anonymous
employee engagement survey Creating a survey Sending your survey Analyzing the survey results
Summary
156 157 158 162
164
7
Collecting Periodic Customer Feedback with Customer Voice Creating a personalized survey 167 Branding the survey 174 Customizing fonts Customizing the survey header
Sending the survey Monitoring survey invite status
175 176
179 182
Viewing survey results View survey results in Customer Voice reports View survey results in Dynamics 365 Create a custom dashboard using Power BI
Summary
187 188 190 192
193
iv Table of Contents
8
Automating Customer Support Surveys with Dynamics 365 Customer Voice Customizing Customer Voice support templates Customizing survey questions Customizing email templates Customizing the automation workflow Customizing survey reminders Setting a survey limit
Customizing the Customer Voice report template Additional ways to collect customer support feedback
196 197 201 203 209 210
212 213
Sending surveys on demand from Dynamics 365 Sending survey invitation links through SMS Embedding Customer Voice survey in a web application Integrating Customer Voice with a support chat app Creating a chat feedback survey Adding a Customer Voice survey to the chat widget
Summary
213 218 221 221 222 224
227
9
Closing a Feedback Loop with Customer Voice Real-time action with post-survey messages Alert notifications for satisfaction metrics Custom follow-up workflow with Power Automate
Microsoft Forms response workflow with Power Automate
230 234 241
252
Copying an Microsoft Forms response to a SharePoint list Copying Microsoft Forms file attachments to the SharePoint document library
Summary
253
258
263
Table of Contents v
Section 3: Administering Microsoft Forms and Dynamics 365 Customer Voice
10
Administering Microsoft Forms and Dynamics 365 Customer Voice Administration setting for Microsoft Forms External sharing Record names of people in your organization Allow YouTube and Bing Phishing protection
Administration settings for Customer Voice Send survey from a custom email address
268 269 273 274 276
276 278
Managing permissions for Customer Voice Using the default Dataverse for Customer Voice Managing Customer Voice permissions in Dataverse
Managing project deployment for Customer Voice Copying a project within the same organization Copy a project across organizations
Summary
283 283 285
287 287 290
291
11
Managing Usage with Dynamics 365 Customer Voice The Customer Voice license model
294
Customer Voice survey response monitoring Estimating survey response
295 295
Survey response usage report
296
Other Books You May Enjoy Index
Departmental capacity management Creating and assigning allotments Assigning a subscription to an allotment
Summary Why subscribe?
298 298 301
303 305
Preface Microsoft Forms and Dynamics 365 Customer Voice enable organizations to collect and analyze feedback from employees and customers, helping developers to integrate customer and employee feedback, as well as business users who need to collect feedback to be able to develop customer-centric solutions. This book takes a hands-on approach to leverage Microsoft Forms and Dynamics 365 Customer Voice capabilities for common feedback scenarios and shows you best practices and tips and tricks that will have your solution up and running in no time. You will begin by exploring common scenarios where organizations collect feedback from employees and customers and implement end-to-end solutions with Microsoft Forms and Dynamics 365 Customer Voice. Next, you'll discover how to create surveys and get to grips with different configuration options commonly used for each scenario. Throughout the book, you'll also find sample questions, along with step-by-step instructions for integrating the survey with related technology such as Microsoft Teams, Power Automate, and Power BI, for an end-to-end scenario. By the end of this book, you'll be able to build and deploy your complete solution using Microsoft Forms and Dynamics 365 Customer Voice to your customers and employees, thus allowing you to listen to them, interpret their feedback, take timely follow-up action, and monitor results.
Who this book is for? This book is for business users who want to increase customer and employee engagement and collect data for measuring user satisfaction and driving product and process improvements. Beginner-level knowledge of Microsoft products such as Office 365 (including Teams, Outlook, and Excel) is expected. The book also includes advanced topics for citizen developers to automate sending Customer Voice surveys, follow-up actions, and creating custom dashboards using Microsoft Power Platform applications like Power Automate and Power BI.
Working with Microsoft Forms and
Customer Voice Microsoft Forms and Dynamics 365 Customer Voice enable organizations to collect and analyze feedback from employees and customers, helping developers to integrate their feedback and business users to collect feedback that will guide them to develop customer-centric solutions. This book takes a hands-on approach to leveraging Microsoft Forms and Dynamics 365 Customer Voice capabilities for common feedback scenarios and covers best practices and tips and tricks to have your solution up and running in no time. You'll start by exploring common scenarios where organizations collect feedback from employees and customers and implement end-to-end solutions with Forms. You'll then discover how to create surveys and get to grips with different configuration options commonly used for each scenario. Throughout the book, you'll also find sample questions and step-by-step instructions for integrating the survey with related technology such as Microsoft Teams, Power Automate, and Power BI for an end-to-end scenario. By the end of this Microsoft book, you'll be able to build and deploy your complete solution using Microsoft Forms and Dynamics 365 Customer Voice, allowing you to listen to customers or employees, interpret their feedback, take timely follow-up action, and monitor results.
Things you will learn: • • •
Get up and running with Microsoft Forms and Dynamics 365 Customer Voice services Explore common feedback scenarios and survey best practices Understand how to administer Microsoft Forms and Dynamics 365 Customer Voice
• • •
Use Microsoft Forms or Dynamics 365 Customer Voice to monitor your survey results Set up the Microsoft Forms app for Teams for conducting live polls Automate feedback collection and follow-up actions
FOR SALE IN INDIA ONLY