Step-by-Step Guide to Connecting Customer Voice Surveys in Dynamics 365 Marketing

You can link Customer Voice surveys with Dynamics 365 Marketing to get feedback after your team helps a customer. Many companies use this setup to send surveys automatically when a case closes in Dynamics 365. This way, you can make each survey personal and see every answer right away. With tools like Power Automate, you can build workflows that send surveys based on what customers do. You get fast insights from dashboards and Power BI, so it is easy to make your customer experience better.

Key Takeaways

• First, check your licenses and permissions. This helps you avoid setup delays. It also makes sure survey integration goes smoothly.

• Make surveys that are clear and short. Use personalized questions and branding. This helps more people answer and trust your surveys.

• You can add surveys to marketing emails easily. Automate sending them with customer journeys and Power Automate flows.

• Use automation triggers and segments. This lets you send surveys at the right time. You can reach the right customers without doing it by hand.

• Track and study survey answers in Dynamics 365 Marketing and Power BI. This helps you make customer experience better, and do it fast.

Prerequisites

You need to check a few things before you connect Customer Voice surveys with Dynamics 365 Marketing. You must have the right licenses, permissions, and features turned on. Doing these steps first will help you avoid problems later.

Licensing

You must have the right licenses to use Customer Voice with Dynamics 365 Marketing.

• You need a Dynamics 365 Customer Voice license.

• Each person who needs access should get a free Dynamics 365 Customer Voice User Subscription License (USL).

• If your company does not have a Dynamics 365 enterprise license, you must buy the Customer Voice license by itself.

• The Customer Voice license lets you collect 2,000 survey responses every month. You can buy more if you need extra.

• If you work in the US Government Community Cloud (GCC), you need special GCC licenses.

• Some Dynamics 365 enterprise products already come with Customer Voice, so you might not need to buy more.

Tip: Look at your licenses before you start. This can help you avoid waiting during setup.

Permissions

You need the right permissions to connect and manage surveys.

• Give the Project Owner role in Dynamics 365 to people who will set up the connection.

• If you use custom entities, give users the Append To privilege for those entities.

• Custom security roles for project owners need User-level permissions on Customer Voice entities.

• Users need at least Read access to the Contact entity to link survey invites.

• You can also give Create and Write privileges if users need to add or change contacts.

Feature Enablement

You must turn on some features before you start the integration.

1. Make sure the Dynamics 365 Customer Voice app is installed. This app comes with Dynamics 365 Marketing.

2. Give the right security roles: Project Owner, Survey Designer, and Survey User.

3. Turn on flows in your environment if you want to use automation.

4. Set up a connection to Customer Voice using Power Automate. You need admin access for this step.

5. Use Power Apps to make the Customer Voice connector. Pick your organization, make a new connection, search for Dynamics 365 Customer Voice, and sign in with your account.

Note: Microsoft has online guides and help docs for every step. These can help if you get stuck or want to learn more.

Survey Setup

Create Survey

Start by opening Dynamics 365 Customer Voice. Select New Survey to begin. Give your survey a clear name that matches your goal. For example, use “Post-Service Feedback” if you want to know how customers feel after support. You can choose a template or start from scratch.

Tip: Keep your survey short. People are more likely to finish a survey with fewer questions.

You may face some challenges during this step:

• Writing good questions and setting up the right flow can be hard. You need to avoid bias and make sure the survey makes sense.

• Testing is important. Run a soft launch with a small group to find problems before sending it to everyone.

• Online surveys can feel passive, so you need to write clear and engaging questions to keep people interested.

Customize Questions

Add questions that help you reach your goal. Use different types, such as multiple choice, rating, or text. You can add logic to show or hide questions based on earlier answers. This makes the survey feel more personal.

• Use skip logic to guide people through the survey.

• Avoid leading questions. Keep your language neutral.

• Test your survey with a few people to make sure it works as expected.

Branding is important. Add your company logo and use your brand colors. This helps people trust your survey and know it comes from your business.

Publish Survey

When you finish building and testing your survey, select Publish. Publishing makes your survey live and ready to send. You will get a link to share in emails or customer journeys.

Note: Make sure you set up tracking in Dynamics 365 Marketing. This lets you see who responds and follow up with customers quickly. Real-time feedback helps you improve your service and build stronger relationships.

Dynamics 365 Marketing Integration

Add Survey to Email

You can put a Customer Voice survey in your marketing emails easily. This helps you get feedback right from your email. Here is how you can add a survey link or button:

1. Open the survey you want and go to the Send tab.

2. Click Embed code to see your choices.

3. Pick how you want the survey to show up. You can use Inline to show the survey in the email, Pop-up window to open it when clicked, or Button to add a clickable button.

4. To track who answers, add variables by clicking New variable. This lets you collect things like the person’s name or email.

5. Copy the embed code that shows up.

6. In Dynamics 365 Marketing, open your email and go to the source code view.

7. Paste the embed code where you want the survey to appear.

8. For inline surveys, make sure you have a container with the ID surveyDiv and set its size to at least 350x480 pixels.

9. Change the code to call the renderSurvey function with the right variables.

You can also add a survey link without using code:

• Put your cursor where you want the link.

• Click Insert > Survey link. You can also highlight words and then insert the link to make those words clickable.

• To add the first question of your survey (if it is a Choice, Rating, or Net Promoter Score question), put your cursor and click Insert > First question of the survey. This lets people answer right in the email before going to the full survey.

Tip: Make your emails personal by adding variables like the person’s first name. This makes your emails feel special and can help more people reply.

You can save your email as a template to use again. This saves time and keeps your emails looking the same.

Use Customer Journey Designer

The Customer Journey Designer in Dynamics 365 Marketing helps you send surveys automatically. You can add surveys to your customer journeys and set up actions based on answers. Here is how you do it:

1. Make sure your admin has turned on the connection between Customer Voice and Customer Insights - Journeys.

2. Create or open a customer journey in Dynamics 365 Marketing.

3. Add an email tile to your journey and link it to the email with your survey.

4. Click the email tile. In the Email elements area, find the dropdown and pick your Customer Voice survey.

5. You can choose to make the survey anonymous if you do not want to collect personal data.

6. Use conditional branching (If/then tiles) to set up actions based on survey answers. For example, you can send a thank-you email to people who give good feedback or follow up with those who report problems.

7. Dynamics 365 Marketing makes special survey links for each person. This helps you know who answers and what they say.

Note: The journey designer makes it simple to send surveys and follow up. You can build advanced journeys without writing any code.

Enable Survey Links

You need to make sure your survey shows up in the Email Elements section when you make your emails. This step is important for tracking and automation.

• When you add or edit an email in Dynamics 365 Marketing, look for the Email Elements dropdown.

• Pick your Customer Voice survey from the list. This connects the survey to your email.

• Once connected, you can use survey parts like links, buttons, or the first question right in your email.

• The system tracks each answer and links it to the right person in your database.

Tip: Always test your email before sending it to customers. Send a test email to yourself or a small group to make sure the survey link works and tracking is set up right.

You can compare Dynamics 365 Marketing with other tools like HubSpot. Dynamics 365 Marketing comes with Customer Voice surveys included. You can send surveys automatically, track answers, and use Power BI for reports. Other tools may need extra purchases and do not always have the same automation.

Note: Using Dynamics 365 Marketing with Customer Voice gives you an easy way to collect and use customer feedback. You can automate every step, from sending surveys to following up based on answers.

Automation and Triggers

Using automation for surveys saves you time. It also helps you reach customers at the best time. You can use triggers, segments, and automation tools to send Customer Voice surveys. This means you do not have to do it by hand. Here is how you can set up automation in Dynamics 365 Marketing.

Set Event Triggers

Event triggers help you send surveys when something happens. Power Automate has many built-in triggers you can use. For example, you can send a survey when a case is resolved. You can also send one when a lead is qualified or an order is finished. Surveys can go out when a work order closes. You can even send one if someone clicks a button in Power Apps.

To set up an event trigger:

1. Open your survey in Customer Voice.

2. Click the "Send" option.

3. Pick "Automation" and choose a template.

4. Log in to any needed services if asked.

5. Check and save your automation flow.

Tip: Add variables to your flow. This makes each survey invite feel personal. Customers will see their own details in the survey.

Use Segments

Segments help you pick the right people for your survey. In Dynamics 365 Marketing, you can make segments based on what customers do. You can also use survey answers to build segments. For example, you can make a group of people who just bought something. Or you can make a group who finished a service.

• Make your survey in Customer Voice.

• Create a marketing email with a survey link or button.

• Use the customer journey editor to send the email to your segment.

• Add the Customer Voice survey element to track answers.

You can also make new segments from how people answer your surveys. This lets you follow up with people who reply. You can also reach out to those who do not answer.

Automate Sends

Power Automate lets you send surveys without doing it yourself. You can make flows that send survey invites when something happens. You can use variables to change the survey for each person. For example, you can send surveys in different languages by using locale variables.

Here is a simple way to automate survey sends:

1. Make a flow in Power Automate.

2. Set the trigger, like "When a case is resolved."

3. Add an action to send a Customer Voice survey invite.

4. Use variables to make the message personal.

5. Save and test your flow.

Note: You can also automate what happens after surveys. For example, send a thank-you email. Or let your team know if someone gives bad feedback.

Automation in Dynamics 365 Marketing helps you get feedback fast. You can also help customers quickly without extra work.

Tracking and Analysis

Monitor Responses

You can track every survey response inside Dynamics 365 Marketing. When someone submits a survey, the system creates a response record. You see these records in your Customer Voice project.

• Open your survey project to view all responses.

• Use the built-in reports to see answers in charts and graphs.

• Click on a respondent to see their individual answers.

• Filter responses by date to spot trends over time.

• Export all survey data to Excel or CSV. Each row is a response, and each column is a question.

You can also track how people interact with your surveys in customer journeys. Drag a survey element onto your email, or insert a survey link or QR code. The journey insights show how many people open the email, click the survey, and complete it.

Tip: Use filters to focus on recent responses or specific groups. This helps you find patterns quickly.

Analyze Feedback

You get powerful tools to analyze feedback from your surveys. Customer Voice connects with Dynamics 365 Marketing, so you can match survey answers with marketing data.

• Use the built-in analytics to check customer sentiment and spot trends.

• Power BI gives you more ways to see your data. Create charts and dashboards to track feedback in real time.

• Set up automated workflows. For example, send a thank-you email when someone gives good feedback.

You can see which parts of your service need work. You also find out what customers like most. This helps you make better decisions.

Note: Combine survey data with other marketing info for deeper insights. This shows you the full customer journey.

Troubleshoot Issues

Sometimes, you may run into problems when you set up survey integration. Here are some common issues and how to fix them:

1. The 'Regarding' field in Customer Voice activities may not accept the usual format. Use 'contact,Contact' instead.

2. Make sure your flow starts with the right trigger, like a case being resolved.

3. Use 'Get Row' actions to pull in related records, such as the contact or case owner.

4. Fill in all required fields when sending a survey: recipient email, project, survey, and email template.

5. Add custom variables in the survey's Send tab for personalization, like the contact's first name.

6. Map these variables in your flow to make each email unique.

7. When the flow runs, the survey invite appears in the timeline, and responses are tracked.

If you still have trouble, check your field formats and make sure all required data is present. This helps your surveys send and track correctly.

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You now have a clear path to connect Customer Voice surveys with your marketing tools. This integration lets you collect feedback, automate survey sends, and track responses with ease. To get the most value, try these next steps:

1. Create surveys with clear goals and simple questions.

2. Use automation to send surveys after key events.

3. Review survey results using charts and graphs.

4. Set up alerts for important responses.

5. Send thank you messages or follow-ups.

6. Test each survey before sending it out.

7. Respond quickly to feedback to build trust.

Following these steps helps you improve customer experience and make better decisions.

FAQ

How do you make sure your survey responses link to the right contact?

You must use personalized survey links in your emails. Dynamics 365 Marketing tracks each response by matching the link to the contact record. Always test your emails before sending them to customers.

Can you send surveys automatically after a case closes?

Yes! Use Power Automate to trigger survey sends when a case closes. Set up a flow with the “When a record is updated” trigger. This sends the survey without any manual steps.

What should you do if your survey does not appear in the Email Elements list?

Make sure you published your survey in Customer Voice. Refresh the Dynamics 365 Marketing page. If the survey still does not show, check your permissions and feature settings.

How can you analyze survey results in Power BI?

Export your survey data from Customer Voice. Open Power BI and import the data file. Use charts and graphs to see trends and patterns. You can also connect Power BI directly to Dynamics 365 for real-time dashboards.