Microsoft Forms Pro is now Microsoft Dynamics 365 Customer Voice
AlfaPeople |
Aug 25, 2020

Microsoft Forms Pro is now Microsoft Dynamics 365 Customer Voice

Microsoft Forms Pro has evolved into Dynamics 365 Customer Voice, providing you with additional survey capabilities and business benefits. The change is being introduced in phases and will be available in all geographical regions in the next few weeks.

Microsoft Forms Pro is an enterprise survey capability that helps businesses obtain the feedback they need to make smarter decisions. Powered by both Microsoft 365 and Dynamics 365, Forms Pro supports businesses seeking to transform customer, product, and employee experiences.

Forms Pro is built on Microsoft Forms, and it offers new capabilities that make capturing and analyzing customer and employee feedback simpler than ever. Your customers can respond to the surveys by using any web browser or mobile device. As the responses are submitted, analyze them with Power BI reports and make effective decisions accordingly.

As announced on Microsoft Inspire 2020, Microsoft Forms Pro is being rebranded as Customer Voice. With this rebranding, all your surveys from Forms Pro are moved to Dynamics 365 Customer Voice and you can perform all the actions in Dynamics 365 Customer Voice that you performed in Forms Pro.

Microsoft Dynamics 365 Customer Voice

Dynamics 365 Customer Voice is an enterprise feedback management application you can use to easily keep track of the customer metrics that matter the most to your business. With deep integration from the Dynamics 365 line-of-business applications, Customer Voice adds rich insights by feeding real-time survey data into customer records. Dynamics 365 Customer Voice provides an easy and friction-free experience, from creating surveys to generating actionable insights based on customer feedback with minimal setup time. It helps you to keep a pulse on what customers value and how they view your products and services, so you can rest assured that your data is supported by Microsoft security and compliance policies.

Dynamics 365 Customer Voice introduces project management capabilities. A project contains multiple surveys that share common metrics and settings to simplify survey management. When you sign into Customer Voice, you land on the All projects tab. The All projects tab displays a list of the projects you created and is where you create new projects and manage existing ones. It also displays the survey-related data for the project.

Create a project from a template

Creating a project from a standard industry template helps you quickly get started with little or no configuration. The templates include survey questions that are based on industry best practices and have been curated by subject-matter experts.

On the All projects tab, select New project.

Microsoft Forms Pro is now Microsoft Dynamics 365 Customer Voice

The Project template page is displayed with the available project templates.

Microsoft Forms Pro is now Microsoft Dynamics 365 Customer Voice

Send a survey to get responses

After your survey is ready, go to the Send tab, and send it to your respondents for collecting their feedback. You can send your survey in the following ways:

  • Email: Send the survey link by using the built-in email capability.
  • Power Automate: Configure a business trigger by using Power Automate to send the email.
  • Embed: Embed the survey in a webpage.
  • Link: Copy a link to the survey that you created and paste it into a shared area.
  • QR code: Send a QR code for your survey.

Respondents can submit responses by using a desktop or mobile web browser. You can choose to allow anyone to submit responses or restrict responses only to people within your organization.

Analyze survey responses

After you receive responses to your survey, you can view and analyze survey results in the Reports section. You can browse through the combined responses shown in a graphical format or view individual responses given by each respondent. You can export survey results to a CSV file for more in-depth analysis, and you can delete the responses that you don’t need anymore.

Microsoft Forms Pro is now Microsoft Dynamics 365 Customer Voice

If you’ve created satisfaction metrics in your survey, a dashboard is created automatically for each set of metrics, showcasing recent scores and trends across all surveys in a project. You can filter the charts by using the date filter or select a survey for which you want to see the charts. More information: View satisfaction metrics report.

Microsoft Forms Pro is now Microsoft Dynamics 365 Customer Voice

Dynamics 365 Customer Voice is stored in Common Data Service (now Dataflex Pro)

The following data flow diagram provides a visual representation of the flow of information (data) across Customer Voice services and Common Data Service (now Dataflex Pro). It also provides visual information about inputs and outputs of entities and processes. The data in the Common Data Service area is stored in the users’ Common Data Service organizations.

Microsoft Forms Pro is now Microsoft Dynamics 365 Customer Voice

Transition from Microsoft Forms Pro to Dynamics 365 Customer Voice

What happens to Forms Pro surveys?

  • All your Forms Pro surveys are available as individual projects in Dynamics 365 Customer Voice. This means that each project contains one survey. You can see all your projects on the All projects tab.
  • If you created a shared survey in Forms Pro, a shared project is created.
  • If you created a flow for your surveys in Forms Pro, it is available in Dynamics 365 Customer Voice.
  • If you had a Net Promoter Score (NPS) question or tagged a text question for sentiment analysis in Forms Pro, the corresponding NPS and sentiment metrics are created in Dynamics 365 Customer Voice as part of the migration. If you had multiple NPS questions, the first NPS question is mapped to the created satisfaction metrics. If you have tagged multiple text questions for sentiment analysis, a satisfaction metric is created for each of the tagged text question.

A dashboard is automatically created for each set of metrics, showcasing recent scores and trends. The dashboard is available under Reports.

For further information ? visit the Microsoft documentation website.