Yesterday at Inspire, Microsoft’s Global Partner Event, Microsoft made a massive announcement about changes coming to their survey and feedback tool known as Forms Pro). Released almost a year ago to the day, Forms Pro provided a host of additional features to Forms including functionality tied into the Common Data Service and was the suggested replacement for the previous “Voice of the Customer” which was part of Dynamics 365.
Introducing “Customer Voice“
Dynamics 365 Customer Voice is a not just a name change for Forms Pro, it’s a new product which will replace Forms Pro – it’s primary focus being to request and manage customer feedback at multiple levels.
As MVP Megan Walker said in a blog, “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 (which is available from end of August) will have the same notable features as Forms Pro but will also include a host of new capabilities and exciting features.
The user interface will also be separate and different from Microsoft Forms – a move that will hopefully remove a lot of the confusion of not knowing exactly which product was which when using Forms and / or Forms Pro since they do, in essence, look the same!
What are the new Features?
Customer Voice works more on the concept of Projects than just a whole bunch of unstructured surveys. These projects can hold one or more surveys – so the layout is slightly different but easier to manage – for example, you can group surveys based on products or surveys etc.
There are also new satisfaction metrics coming for sentiment, Net promoter or CSAT.
You can also pick new solution templates for projects such as
- Multiple surveys
- Branching rules
- Custom templates and even third-party templates
The full list of features can be found on Microsoft’s office page here:
When will the changes kick in?
The transition from Forms Pro to Customer Voice will happen in Mid/Late August 2020 and all existing Forms Pro Surveys and responses will transition across to the new service.
What do you think, are you are Forms Pro user? What do you think of the latest changes?
Let me know