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be taught the what, why, and hows of CRM 2016 online.
This chapter is from the publication
Microsoft has made big investments in Microsoft Dynamics CRM on-line to supply a value-beneficial and full-featured adventure for users. the integration with Microsoft workplace 365 on-line has streamlined the system and gives a chance for agencies to consolidate their office 365 and Microsoft Dynamics CRM online experiences.
This chapter is devoted to the on-line version of Microsoft Dynamics CRM 2016. In some places, this chapter explicitly notes modifications between On-Premises and online, but the place it doesn’t, you could anticipate that the text is set CRM on-line.
For more information about On-Premises installations of CRM, SEE CHAPTER 29, “On-Premises Deployments.”
Microsoft Dynamics CRM is obtainable in three primary setting up alternatives: On-Premises, CRM on-line, and associate hosted. This chapter covers CRM on-line, including licensing, benefits and boundaries, an operational overview of the functions provided by way of Microsoft, and a ebook on how to check in and control a CRM online illustration.
Microsoft Dynamics CRM online is a Microsoft-hosted carrier that offers tight integration with the office 365 platform. Microsoft begun providing CRM online all over the CRM 4.0 days, with close feature parity with what you might receive using an On-Premises or associate hosted implementation. With the liberate of CRM 2011, the on-line providing become also updated, and the variations between the alternate options narrowed, but barriers imposed because of a shared hosting atmosphere kept some corporations from the usage of this carrier providing. In 2012, Microsoft rolled out updates that extra narrowed the adjustments and better protection, allowing CRM on-line to be a real first-category citizen in the Microsoft CRM world.
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For any business to be successful or improve their services, learning about their customers & customer feedback plays a pivotal role. Analyzing the feedback from customers and making required changes to the business process/models accordingly is part of any business growth. Keeping this in view, Microsoft Dynamics 365 CRM which is customer centric or revolves around customer relations has introduced a survey tool which can be embedded within your Dynamics 365 CRM and helps in capturing the customer feedback.
Voice of the Customer (VOC) was introduced with Microsoft Dynamics CRM 2016 online, and is used to capture feedback regarding their products or services from within CRM. With Voice of the Customer, they can set up surveys, distribute them to contacts or leads via workflows, and capture responses. The captured data can then be utilized for analysis, generating reports and making appropriate changes to their product/service.
This feature/app is available globally as Voice of the Customer solution for Microsoft Dynamics 365 CRM (here after referred as D365) online subscriptions. It can be installed from the Applications area of Dynamics 365 Administration Center.
Installation :
We will walk you through installation of the solution step by step in detail.
Sign in to https://login.microsoftonline.com with your Global Administrator or CRM System Administrator credentials.
Navigate to Admin Centers > Dynamics 365
In the D365 Administration Center window, navigate to Applications Tab.
Select the Voice of the Customer solution, and click on Manage. Proceed through Terms of Service to accept the terms.
Select any Instance from drop down list and click on Install.
Before Installation, the status of solution will be Not Installed. After clicking on Install, it will take few minutes to start installation and shows status as Installation Pending. When the solution is ready, status will change to Installed.
Note: During Installation Pending status, the CRM instance is in maintenance mode and is offline for a short period of time.
Once the Voice of the Customer solution is successfully installed, Voice of the Customer is added to the sitemap.
Survey Process
Using Voice of the Customer, user can conduct Email/Web-based surveys.
Create a Survey
To create new survey record, navigate to Voice of the Customer > Survey.
On survey record by default, 3 forms are available as shown below:
SurveySurvey page has a theme, logo, behavior controls, as well as question/response configurations, they can modify them as per the requirement.
Designer:The Designer page allows us to design UI and questions for the survey. It provides options to add pages and questions. For example, they can design a welcome page to reflect the message that they would like their recipients to see upon opening the survey.
The survey questions can be added to a new page or on the existing page via the drag-and-drop editor. The user can double-click on questions to edit it, and the user can click on the edit button on the form for more editing options.
Once all the questions are added and required changes are done, preview the survey to check if all questions are saved properly (only saved questions will be displayed in the preview).
Dashboard:
The Dashboard is the statistical representation of Survey data or survey response. It will display all the responses or feedback in bar graphs.
Distributing the Survey
To distribute or use the survey externally, they need to publish the survey. To do so, click on Publish button on the ribbon.
Once the survey is published, email snippet and anonymous link are automatically generated. These email snippets or anonymous links are used for distributing the survey to the customers.
We can test the survey page before sending it to the customers by using Test button. Test displays the survey page that will be sent to customers and the response provided in the test page aren’t stored as survey response.
The Test button will not work if the survey is not published.
The Test button displays only the published content where as Preview displays the saved content.
Email Snippet can be used in email templates or in the email content directly. For example, the below mentioned email snippet can be pasted in the email template or email content directly.[Survey-Snippet-Start]2dfd9f6d-295f-4488–8132–773357e758ea[Survey-Snippet-End]
The text of the link (email snippet) can be added in Invitation Link Text field. This text is displayed in the email that is sent to the customers.
For Example, in above image, the Invitation Link Text field is set to Click Here. So, Click Here is displayed as a link in email and on clicking this link will redirect to the survey page. If the Invitation link text field is blank then the survey link is displayed in the email that is sent to the customer.
Here is an example of using email snippet in send email step of a workflow:
Anonymous Link is used in Survey Activities and in conducting web-based survey (social networking sites, etc.).
Fill all related fields data of Survey activity and click on save. Once saved, this will generate the survey Invitation Link (anonymous link of survey selected in survey field) that can be sent to users for providing feedback.
Taking Survey
By clicking the link generated above, users can provide feedback. Below is the sample feedback created for capturing the session.
Page 1: Welcome Page
Page 2: Questions Section
Page 3: Complete Page
Survey Responses
Once the survey is completed by customers, the responses that are given by customers are stored in Survey Responses entity.
The results of the survey are stored in Response Summary tab in the Survey Responses entity. It is an HTML page which displays the answers given by customers for all the questions from the survey.
Question Responses entity stores the records of each question and respective answer from the customer.
Response Outcomes — For every survey, there is an outcome after taking the survey (complaint or complement or appreciation, etc.) based on the Responses Routing created for the survey.
Limitations of VOC
There must be minimum of two pages in every survey.
A maximum of 200 surveys only can be published at any point of time. You might need to unpublish surveys which are not in use anymore, if needed.
We can include a maximum of 250 questions in a survey. If you’ve enabled feedback for a survey, you can include a maximum of 40 questions.
We can create a maximum of 25 pages per survey.
We can send a maximum of 10,000 email invitations in a 24-hour period. Any emails that exceed that amount will remain pending during that time and will automatically start sending when the time limit is over.
Voice of the Customer for Microsoft Dynamics 365 will pull a maximum of 2,400 survey responses per day. Voice of the Customer leverages Azure to host the surveys and capture responses. So, If there are more responses (more than 2400) in a day, 2400 will come in, remaining will remain in Azure until the next day.
Voice of the Customer for Microsoft Dynamics 365 allows storage of a maximum of 1,000,000 survey responses for an instance.
With the release of Microsoft Dynamics CRM 2016, Microsoft has expanded its license offerings to better suit the needs of its diverse customer base.
License Options Explained
As detailed in Figure 4.8, Microsoft now offers four levels of subscriber licenses for Online:
Enterprise—This top-end license for CRM Online includes all features as well as most of the rest of the items that fall under the Dynamics CRM umbrella, such as Parature and Social Engagement.
Professional—This license includes access to the core functionality, the ability to customize and access all modules delivered by Microsoft, and xRM solutions developed in house or by external vendors.
Basic—This mid-tier license provides basic access to several core entities, such as Contact, Account, Case, and Lead (in addition to xRM solutions). This is a good option for organizations that do not use the Sales Force Automation, Customer Service, or Marketing components that are delivered with CRM.
Essential—The entry point for CRM Online is the Essential license. With this level of license, the user cannot access any of the core components or core entities. A good example is a pure xRM solution, as described in Chapter 3, “Customizing and Designing Applications Within Dynamics CRM 2016 (xRM).”
Figure 4.8 User capabilities by license level for CRM Online.
The availability and licensing options by user vary, and as new products are added, they continue to evolve. Figure 4.8 provides a sample breakout of the features available at each license level, but be sure to check out the licensing and purchasing options available at the time of purchase for changes to this list.
In addition to the access and functional rights provided with each license, as the number of licensed users within an organization grows, additional free capacity enhancements are included. A quirk that existed before Dynamics CRM 2016 was that regardless of the number of users, every organization received 5GB of storage. This meant that organizations with only one or two users had 5GB, and organizations with thousands of users also had 5GB. Luckily, Microsoft has recognized this deficiency and added scaled storage, as described in the next section.
For On-Premises deployments, the following options now exist:
Although this new licensing is significantly simplified over previous licensing, it still requires some conversation with regard to the actual pricing because Microsoft licensing is as diverse as its many offerings.
Online Add-on Features
Microsoft recognizes that the number of users is not always a clear indicator of the needs of an organization and that the additional storage and non-production instance scale-up outlined previously may not meet an organization’s needs. To address this, Microsoft allows an organization to, on a monthly basis, purchase additional capacity:
Additional production instance—An organization may purchase an additional production instance as an add-on license. Each user licensed in the main production instance has access to this new production instance. The projected cost for this is $549 per month per additional production instance. For example, a service organization may decide to use the additional production instance to segregate a client’s data.
Additional non-production instance—An organization may elect to purchase additional non-production instances for activities such as development, testing, or demonstrations. The cost for a non-production instance is $150 per month for each additional non-production instance. This comes as a great relief for organizations that require additional instances but do not want to purchase full production instances.
Additional storage—For each additional 20 licensed users, an organization is granted 2.5GB, up to a maximum of 995GB total, at no charge. However, if the organization wants to purchase more storage than allocated, it can do so at $9.99 per gigabyte.
Figure 4.9 shows the options available.
Figure 4.9 Optional add-on features for CRM Online.
New License Paradigm
The new license levels and features are part of a shift in licensing for Microsoft:
Multitier model—Organizations have flexibility to license the right level of functionality for every user; it is no longer one-size-fits-all.
Parity between offerings—Now there are consistent multitier license offerings for Online CRM and On-Premises CRM.
Mobile access—Mobile access for Windows, Android, and iOS devices is included with each license at no additional charge.
Non-production instances—Non-production instances provide better support for organizations with non-production needs.
Updated EA (Enterprise Agreement) availability—Microsoft offers favorable terms for license transitions from On-Premises to Online.
Flexible premium support offerings—Microsoft offers several different levels of premium support for each Online client.
As the editor of MSDynamicsWorld.com, Jason oversees all editorial content on the site and at their events, as well as providing site management and strategy. He can be reached at jgumpert@msdynamicsworld.com.
Prior to co-founding MSDynamicsWorld.com, Jason was a Principal Software Consultant at Parametric Technology Corporation (PTC), where he implemented solutions, trained customers, managed software development, and spent some time in the pre-sales engineering organization. He has also held consulting positions at CSC Consulting and Monitor Group.
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