Working with Microsoft Forms and Customer Voice E-Book

Welly Lee

• Herausgeber: Packt Publishing
• Kategorie: Wissenschaft und neue Technologien
• Sprache: Englisch

Seitenzahl: 226

Veröffentlichungsjahr: 2021

Beschreibung

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.

Leseprobe

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

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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

Chapter 1: Introducing Microsoft Forms and Customer Voice

What is Microsoft Forms?

What is Dynamics 365 Customer Voice?

Difference between Microsoft Forms and Customer Voice

License requirements for Microsoft Forms and Customer Voice

Summary

Chapter 2: Best Practices for Collecting Feedback through Surveys

Designing survey questionnaires

KPI questions

Key driver questions

Open-ended questions

Distributing surveys

Keep the survey as short as possible

Make it easy to take the survey

Make it safe to take the survey

Conveying the benefits

Personalizing your survey

Sending a timely survey

Survey reward

Analyzing survey results

Analyzing KPIs

Identifying relevant key drivers

Summarizing text comments

Summary

Further reading

Chapter 3: Creating a Survey with Microsoft Forms

Creating survey questions

Exploring question types

Text

Date

Ranking

File upload

Net Promoter Score

Section

Branding and styling a survey

Previewing a survey

Sending a survey

Viewing survey results

Summary

Section 2: Implementing Common Feedback Solutions with Microsoft Forms and Dynamics 365 Customer Voice

Chapter 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

Installing the Forms app

Creating poll questions

Launching poll questions

Collecting and sharing meeting feedback

Getting a meeting attendance list

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

Summary

Chapter 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

Using Customer Voice to collect multi-course training feedback

Creating a survey

Collecting feedback

Viewing feedback results

Summary

Chapter 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

Conducting an anonymous employee engagement survey

Creating a survey

Sending your survey

Analyzing the survey results

Summary

Chapter 7: Collecting Periodic Customer Feedback with Customer Voice

Creating a personalized survey

Branding the survey

Customizing fonts

Customizing the survey header

Sending the survey

Monitoring survey invite status

Viewing survey results

View survey results in Customer Voice reports

View survey results in Dynamics 365

Create a custom dashboard using Power BI

Summary

Chapter 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

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

Chapter 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

Copying an Microsoft Forms response to a SharePoint list

Copying Microsoft Forms file attachments to the SharePoint document library

Summary

Section 3: Administering Microsoft Forms and Dynamics 365 Customer Voice

Chapter 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

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

Chapter 11: Managing Usage with Dynamics 365 Customer Voice

The Customer Voice license model

Customer Voice survey response monitoring

Estimating survey response

Survey response usage report

Departmental capacity management

Creating and assigning allotments

Assigning a subscription to an allotment

Summary

Why subscribe?

Other Books You May Enjoy

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.

What this book covers?

Chapter 1, Introducing Microsoft Forms and Customer Voice, we will review the two products, including their key capabilities and licensing requirements.

Chapter 2, Best Practices for Collecting Feedback through Surveys, we will discuss some of the best practices for designing surveys to collect feedback from your customers and employees. At the end of this chapter, you will get to understand how to design survey questions and send surveys to maximize responses, as well as learning about common methods for analyzing survey results.

Chapter 3, Creating a Survey with Microsoft Forms, we will go through step-by-step instructions to create and send a survey. At the end of this chapter, you will understand how survey authoring works, including the different types of questions you can create with Microsoft Forms.

Chapter 4, Conducting a More Productive Meeting with Microsoft Forms and Microsoft Teams, we will review how you can use Microsoft Forms to send a survey to prepare for a meeting, conduct live polls during the meeting, and collect and share feedback after the meeting. By the end of this chapter, you will know how to use Microsoft Forms to make your meetings more productive.

Chapter 5, Post-Training Assessment and Feedback, we will look at quiz capabilities in Microsoft Forms to conduct a training assessment, including creating a quiz, scoring a quiz, and publishing grades. We will then go over how to use Microsoft Forms to collect training feedback, as well as the additional benefit of collecting feedback through Dynamics 365 Customer Voice.

Chapter 6, Conducting an Employee Survey with Dynamics 365 Customer Voice, we will review Customer Voice capabilities in the context of common employee feedback scenarios. By the end of this chapter, you will understand how to use Customer Voice to collect feedback from your employees.

Chapter 7, Collecting Periodic Customer Feedback with Customer Voice, we will use an example of a customer experience manager at a bank who sends monthly customer feedback surveys to a customer list provided by the bank operations team. We will start by creating a personalized survey based on your customer type, and then brand the survey, send the survey, and link the results to the customer records.

Chapter 8, Automating Customer Support Surveys with Dynamics 365 Customer Voice, we will look at how you can use and customize these templates. We will also discuss additional ways you can collect feedback as part of your customer support process, such as collecting feedback through text messages and chat.

Chapter 9,Closing a Feedback Loop with Customer Voice, we are going to show you how to implement follow-up actions using Customer Voice. We will start with an out-of-the-box follow-up action in Customer Voice, and then discuss how you customize the follow-up workflow, and we will conclude the chapter by showing you how you can also use Power Automate to create workflows for Office Forms responses.

Chapter 10,Administering Microsoft Forms and Dynamics 365 Customer Voice, we will review the administration settings for Forms and Customer Voice, walk through the process of setting up users in Dataverse for Customer Voice, and review functionalities to help you to move Customer Voice projects from development to test and production environments.

Chapter 11,Managing Usage with Dynamics 365 Customer Voice, we will review the Customer Voice license model and how you can get usage reports and discuss the departmental capacity management that is being previewed in Customer Voice.

To get the most out of this book

Microsoft Forms and Dynamics 365 Customer Voice use Microsoft Power Automate to automate sending surveys and follow-up actions. We will cover creating a workflow using Power Automate in this book. Although it is not required that you know Power Automate to read this book, I recommend you familiarize yourself with Power Automate. Microsoft provides free learning content for Power Automate that you can access at https://docs.microsoft.com/en-us/learn/modules/get-started-flows/

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{

    "type": "object",

    "properties": {

        "EmbedContextParameters": {

            "type": "object",

            "properties": {

                "<Survey Variable>": {

                    "type": "string"

                },

            }

        }

    }

}

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{

    "type": "object",

    "properties": {

        "EmbedContextParameters": {

            "type": "object",

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Section 1: Working with Microsoft Forms and Customer Voice

In this section, you will learn the fundamentals of surveys and how to get started with Microsoft Forms and Dynamics 365 Customer Voice in order to collect feedback from customers and employees.

This section contains the following chapters:

Chapter 1, Introducing Microsoft Forms and Customer VoiceChapter 2, Best Practices for Collecting Feedback through SurveysChapter 3, Creating a Survey with Microsoft Forms

Chapter 1: Introducing Microsoft Forms and Customer Voice

In September 2020, my team released Dynamics 365 Customer Voice as an upgrade for Microsoft Forms Pro. Soon after, we noticed that the Net Promoter Score (NPS) started to fall. From the user feedback, we learned that many users were not happy with the data export functionality in the new product. Along with the product upgrade, we switched the data export format from Excel to .csv format, to enable the exporting of larger datasets. Users hated the new .csv format, so based on the feedback, we quickly made a change to go back to exporting data to Excel format and only provided an option for .csv for larger datasets. After we introduced the change, we saw that the NPS score started to go up again.

That story is a real-life example of how collecting feedback can help you identify issues early, and then track your progress in solving them to make customers happy. Despite our best attempts to use data to drive decisions, many of our day-to-day decisions still rely on intuition. While product leaders use their experience to shape their intuition, occasionally the wrong decision is made, and having a feedback measurement system in place is critical to provide an early warning signal to correct your decision.

Our goal at Microsoft is to make it easy for you to collect feedback from your employees and your customers through two products: Microsoft Forms and Dynamics 365 Customer Voice. Microsoft Forms is a productivity tool targeted at collecting simple surveys and quizzes. Dynamics 365 Customer Voice is an enterprise feedback management system used to collect feedback from employees and customers and integrate the survey data with your existing business application systems. In this chapter, we will review the two products, including their key capabilities and licensing requirements. By the end of this chapter, you will understand the difference between the two products and when to use one over the other.

We will cover the following topics:

What is Microsoft Forms?What is Dynamics 365 Customer Voice?Differences between Microsoft Forms and Dynamics 365 Customer VoiceLicensing requirements

What is Microsoft Forms?

Microsoft Forms (forms.microsoft.com) is an application that enables you to collect simple data from people both inside and outside your organization. Without any training, a user can create a simple survey through an easy-to-use interface and share a direct link to the survey. It uses artificial intelligence throughout the experience to make it easy for anyone to get started. When you create a new survey and type in a survey name, Microsoft Forms provides suggestions of commonly used questions based on the survey title. For example, when creating a new survey with the title Customer feedback survey, you may get a question suggested such as Overall, how satisfied are you with our company? (as shown in Figure 1.1):

Figure 1.1 – Suggested questions for a customer feedback survey

You can select any or all of the suggested questions or use your own questions by first selecting a question type. Based on the survey questions, Microsoft Forms provides suggestions that may be relevant to your questions:

Figure 1.2 – Suggested options on a survey question

You can access a link to the survey and then share it with responders to collect their feedback. The collected information is shown through a built-in report as in the following figure:

Figure 1.3 – Report summary

In addition to viewing the results from the report summary, you can export the data to Excel and then share the results with other people in your organization.

Microsoft Forms is integrated with other Microsoft Office applications (such as Microsoft Teams) to allow the collection of data as part of the application's experience. For example, you can create a poll to display in a Teams channel, and then have the results displayed instantly to all channel members:

Figure 1.4 – Meeting poll in Teams

In addition to adding a poll to a channel, you can create polls prior to a Teams meeting, and then show the poll during the meeting. We will discuss creating a poll for a meeting in Chapter 4,Conducting a More Productive Meeting with Microsoft Forms and Microsoft Teams.

You can also use Microsoft Forms to create a quiz, making it a popular tool for the education sector. When creating a quiz, teachers can include mathematical formulas as part of a question or multiple-choice options to test the students' knowledge, as shown in Figure 1.5:

Figure 1.5 – Example of a quiz in Microsoft Forms

You can mark the correct option to the question and assign points for students who answer it correctly. We will discuss quiz capability in Chapter 5, Post-Training Assessment and Feedback.

With its easy-to-use interface and integration with Microsoft Office applications, Microsoft Forms has become a popular tool for business users and educators to easily collect data from colleagues and students. As Microsoft Forms is intended for simple data collection tool, it lacks more advanced functionalities. Dynamics 365 Customer Voice fills the gap and offer more capabilities for an enterprise feedback management solution.

What is Dynamics 365 Customer Voice?

Microsoft released Microsoft Forms Pro as an advanced version of Microsoft Forms in July 2019 and rebranded it as Dynamics 365 Customer Voice a year later. Customer Voice builds upon Microsoft Forms' simple survey authoring experience and adds the capabilities needed for an enterprise feedback management platform. Organizations using Dynamics 365 as a Customer Relationship Management (CRM) system can benefit from the built-in integration to send survey data directly to customer contacts and have survey results be automatically linked to customer records. Organizations using other CRM systems can integrate through Power Automate using its 300+ connectors to many popular non-Microsoft business applications.

You can get started with Customer Voice by going to https://aka.ms/CustomerVoice and starting a 30-day trial. After completing the sign-up process, you are presented with a list of survey project templates:

Figure 1.6 – Customer Voice project template gallery

The scenario-based templates include survey questions commonly used for periodic customer feedback, sending a survey after an order delivery or a service visit, and sending a survey after a customer support case is closed. We will go over the customer support template later in Chapter 8,