Description
This course provides students with the tools to configure Dynamic 365 Voice of the Customer Solution. The focus is on the using and understanding how the platform tools that are provided can be leveraged to create surveys, customize surveys with themes and images, configure questions, and control how surveys are distributed.
What are the goals for this course?
- How to install and configure the Voice of the Customer Preferred Solution
- Provide overall guidance on the designing voice of the Customer Surveys
- How to work with Survey Responses and Feedbacks
- Creating and maintaining survey Pages, and elements
- Customize how respondents interact with surveys using response routing
- Personalize Surveys with Piped data
- A working knowledge of how to use Microsoft Dynamics CRM 2013 and/or 2015
What are the prerequisites to consume this course?
Module 01: Introduction and Overview
- Dynamics CRM Voice of the Customer Introduction
- Setup and Installation
- Configuration Tour
- Brand Customization
- Planning Your Survey
Module 02: Survey Creation
- Creating a New Survey
- Survey Pages, Sections and Parts
- Working with Survey Parts
- Surveys and Solutions
Module 03: Advanced Design Considerations
- Linking Survey Questions
- Piping Survey Data
- Response Routing Overview
- Client Routing Actions
- Server Reporting Actions
Module 04: Distribution and Responses
- Distribution Options
- Email Distribution
- Pipe Data
- Responses vs Feedback
- Responses
- Using Alert Tasks
Module 05: Reporting and Analytics
- Response Triggers
- Working With Response Outcomes
- Survey Analytics
- Questions Analytics
Customer service:
- Dynamics 365