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What? Why? When?

All valid questions. During the Inspire event (July 21st 2020) Microsoft made a massive announcement about changes coming to their survey and feedback offering. It seems like about a year ago that Microsoft launched Forms Pro (pretty much give or take a few weeks!), which provided functionality tied into the Common Data Service and was the suggested replacement for Voice of the Customer used by Dynamics 365 customers.

But what is Customer Voice?

Dynamics 365 Customer Voice is a new product, with the primary focus being to request and manage customer feedback. It took a few steps to get there, but hopefully, now we can see that Microsoft Forms is one product, and Customer Voice is another. Customer Voice has the same great features as Forms Pro but also includes new capabilities and exciting features. The user interface is separate from Microsoft Forms, which will hopefully remove a lot of the confusion of not knowing exactly which product was being used by some customers.

How can I learn more?

Check out the video at the bottom of this post, or click the link below to access it on YouTube. I’ve covered what I think might be some of the most common questions after an announcement like this.

🎥 Customer Voice Launch Q & A – YouTube Video

I talked about this with my good friend Lisa Crosbie on our podcast too:

🎤 The UP Podcast – Episode 8

I will also be doing my first demo of Customer Voice on a webinar for the xRMVirtual User Group on Tuesday August 4th. Find out more using the link below, and add it to your calendar:

📅 xRMVirtual User Group – Customer Voice Demo

You can also review the official links from Microsoft:

📣 Official Announcement on D365 Blog

📄 Dynamics 365 Customer Voice Overview

📄 Dynamics 365 Customer Voice Capabilities

There is also content available on Microsoft Learn which can be accessed here:

👩‍🎓 Customer Voice Microsoft Learn Modules

In Summary

This is a HUGE announcement for anyone using Forms Pro. It’s been pretty big for me personally as I have been lucky enough to review Customer Voice, provide feedback and also help with the Microsoft Learn content. I think there are some fantastic new features, and it will be exciting to see where it goes. Although a lot of my content will no longer be relevant, many of the posts that cover Power Automate (and creating flows to use with Forms Pro) will still be relevant. With over 70 posts on Forms Pro, I won’t be updating everything, but will certainly share new and exciting features when they come out.


Check out the latest post:
The Upgrade Process From Forms Pro To Customer Voice


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