Dynamics 365 Customer Voice (formally Forms Pro)

Dynamics 365 Customer Voice(formally Forms Pro) 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 with the Dynamics 365 line-of-business applications, Dynamics 365 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.

With Dynamics 365 Customer Voice, you can create and distribute surveys and store survey responses in Dynamics 365 along with other Dynamics 365 data. After the survey is created, you can distribute surveys by using email, Power Automate, anonymous link, embedding it in webpage, or generating a QR code. Responders can respond to the survey questions by using any web browser, even on mobile devices

How do I access?

Everyone is licensed to use Customer Voice, so simply go to www.office.com and search for Cust to find the app.

On the home page of Customer Voice, there are some training videos, so you can familiarise yourself with the functionality.

What are the key differences between MS Forms and Customer Voice?

Dynamics 365 Customer Voice (formerly Forms Pro)

Purpose: An enterprise-grade feedback management solution, part of the Dynamics 365 suite, designed for capturing and analysing customer feedback.

Target Users: Businesses and organisations needing advanced survey capabilities and integration with Dynamics 365.

Features:

Advanced survey creation with more question types and branching logic.
Deep integration with Dynamics 365 (e.g., Customer Insights, Sales, Customer Service).
Customizable branding and templates.
Automated workflows and triggers based on responses.
Advanced analytics and reporting capabilities.
AI-driven insights and sentiment analysis.
Data storage and compliance suitable for enterprise needs.

Key Differences

Complexity and Customization:

Microsoft Forms: Simpler, ideal for straightforward surveys and quizzes with minimal setup.
Customer Voice: More complex, offering extensive customization, branding, and integration with other business processes.

Integration:

Microsoft Forms: Integrates primarily within the Microsoft 365 ecosystem (Excel, SharePoint).
Customer Voice: Integrates deeply with Dynamics 365 and other enterprise systems, enabling comprehensive feedback management and analysis.

Analytics:

Microsoft Forms: Basic response analysis.
Customer Voice: Advanced analytics, including sentiment analysis, and detailed reporting capabilities.

Use Cases:

Microsoft Forms: Quick surveys, feedback forms, quizzes for education or internal use.
Customer Voice: Customer satisfaction surveys, product feedback, employee engagement surveys, integrated into broader customer relationship management (CRM) workflows.

In summary, Microsoft Forms is great for simple and quick data collection tasks, whereas Dynamics 365 Customer Voice offers a more robust and integrated solution for enterprises needing detailed feedback management and analytics.