How to Get Started with Voice of the Customer in Microsoft Dynamics CRM 2016

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The 2016 CRM update brought with it a lot of changes that will really help you drive business this year. One of these changes is a feature called Voice of the Customer. Basically, what this feature does is help you gather customer feedback so you really understand what's resonating with your clients.


Once a customer takes a survey (on their phone, tablet, or computer), you'll be able to see their feedback history as you work to make a sale or resolve a service case for them.


There are two processes you need to go through before actually using Voice of the Customer: first installation, then configuration. Let's walk through how to do both of these.


Install Voice of the Customer

  1. Log in to Office 365 (use your Global Administrator or CRM System Administrator credentials)
  2. Click the grid icon in the upper left corner of the screen, then choose Admin
  3. In the left-hand sidebar, click CRM in the Admin section
  4. From the Manage all CRM Online instances page, click name of the instance you'd like to add the Voice of the Customer feature to
  5. Click the pencil icon next to Solutions for that instance
  6. On the Manage your solutions page, click Voice of the Customer
  7. Click the pencil icon to install (the status in the list of solutions will change to Installation pending; once the installation has finished, it will change to Installed)


Configure Voice of the Customer

  1. Log in to CRM
  2. Click the menu icon
  3. Choose Settings
  4. Click Customizations within the Customization column
  5. Click Solutions
  6. Select Voice of the Customer
  7. Check the box to agree to the terms and conditions
  8. Click Enable Voice of the Customer


Now you are ready to begin using the surveys!  This feature will really help you understand your clientele better, and move forward this year.


Check out our xRM blog for more tips like this and our Success Portal, a library of over 400 free educational Dynamics CRM videos.

Patrick McLean, xRM


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