PrenticeWorx

Microsoft Dynamics Vendor

By

Understanding the “Feedback” feature in Microsoft Dynamics CRM

The Feedback feature now in the CRM Online 2016 Update 1 and in CRM 2016 SP1 (on-premises) helps users and customer provide valuable feedback, such as customer feedback for the customer support provided on a support incident (case) or customer feedback on products sold. However, the Feedback entity can be enabled on any entity.

The feedback feature is simply enabled on an entity by checking the “Feedback” option. You may add a sub-grid to the form of the feedback enabled entity for easy access and tracking of your feedback.

NOTE: Once you enable an entity for feedback, you can’t disable it.

Enabling Feedback Feature on an Entity:

  1. Go to Settings > Customizations.

clip_image003

  1. Choose Customize the System.
  2. Under Components, expand Entities, and then click the entity you want to enable feedback for. using Case entity in this example.
  3. Under Communication & Collaboration, select the Feedback check box.

clip_image005

  1. Publish your customizations:
    • To publish customizations for only the component you are currently editing, on the navigation-bar or in the navigation pane, click or tap the entity you have been working on, and then click or tap Publish.
    • To publish customizations for all unpublished components at one time, in the navigation pane, click or tap Entities, and then on the Actions toolbar, click or tap Publish All Customizations.

After you enable an entity for feedback, a regarding relationship is created between the entity and the Feedback entity.

Add a Sub-Grid for Feedback on the Entity Form

By default, users must go to the list of associated records of the record you want to add feedback to. To make it easier for users to add feedback, you may want to add a feedback sub-grid to the form of the entity you are enabling feedback for.

  1. Go to Settings > Customizations.
  2. Choose Customize the System.
  3. Under Components, expand Entities, and then expand the entity you’ve enabled for feedback.
  4. Click Forms. Open the form of type Main or Main – Interactive experience.

The Main – Interactive experience form is used in the interactive service hub.

  1. Select the section you want to insert the sub-grid in, and on the Insert tab, in the Control group, click Sub-Grid.
  2. In the Set Properties dialog box, fill in the name and label for the sub-grid.
  3. In the Data Source section, select the information:
    • Records. Select Only Related Records.
    • Entity. Select Feedback (Regarding).
    • Default View. Select a default view for the list.

clip_image007

clip_image009

  1. Save and Publish your customizations:

After publishing this is how the UI in CRM will look like this:

clip_image011

How Does a Customer/User use the Feedback feature?

A CRM user may enter a feedback for a customer as received either by email or phone call.

The above snap-shot is an example of case called “Computer Monitor Issue.” A CRM user may enter feedback details as received from a customer either by phone or email by clicking the “Feedback” under “Common” or click on the plus + sign of the “Feedback” grid.

A Scenario:

A case incident called “Computer Monitor Issue” is about to be resolved as a new Monitor is replaced to the customer. The customer calls to give a feedback on the new monitor received.

clip_image013

The user/team in-charge of this case incident stores the customer feedback through the new Feedback feature. The end-customer giving the feedback can be set in the Created By (Contact) field.

clip_image014

Once the Feedback is saved, it will display in the grid.

clip_image017

Feedback of a Case incident as resolved:

clip_image019

What other uses for Feedback can you think of? Sound off in the comments below!

Note:

  • Once you enable an entity for feedback, you can’t disable it
  • Feedback is not active to already “Resolved” or Closed Cases.

References: