Inspire 2020: Dynamics 365 Customer Voice is more than a rebranding of Microsoft Forms Pro

Microsoft announced its latest Dynamics 365 application this week, Customer Voice. The product, which the company classifies as a feedback management system is branded and built to focus on customers, capturing and incorporating sentiment about their experiences into the systems and activities of an organization.

Microsoft revealed more about Customer Voice at Inspire 2020, with details like the product's overall structure, organized into projects that contain surveys, with pre-defined metrics tied to questions and built-in AI features like sentiment analysis. The system will support integration with Dynamics 365 apps and third-party CRM-related systems. Power Automate will drive integration to external systems, and it will also integrate with Power Platform tools like Power Apps and Power BI.

Customer Voice has standalone capabilities, too, like the ability to set alerts and monitor responses at both the macro and individual level, then follow up with survey participants. It includes dashboards to track metrics, define alerts, and see how others in the organization are working with surveys and with individual customers. The company released short overview and demo videos for the product demonstrating some of the capabilities and benefits.

A spokesperson also told MSDW that while the product is now branded as Customer Voice, Microsoft expects organizations to use it for more than just customer feedback scenarios. They stated: 

Dynamics 365 Customer Voice is designed with customer feedback in mind, the solution can be used with a variety of internal and external stakeholders. For example, Toyota of North America used Dynamics 365 Customer Voice to send health status check surveys to employees as they looked to identify ways they might bring some of their manufacturing facilities back into a phased reopening. This enabled them to make informed business decisions that helped plan for a safer and more confident staged reopening of facilities and rapid deployment of a health and safety plan for employees.

One area of detail obscured in Microsoft's reveal of the new product to partners at Inspire 2020 was guidance on the product's history as Forms Pro and the impact that the new rollout would have on that older product and its customers.