Build surveys
Design questions, branching, languages and satisfaction metrics for the occasion rather than one questionnaire for everyone.
Dynamics 365 Customer Voice
Capture customer feedback against the right record.
With Customer Voice, customer feedback lands directly on the service case, project or event in the CRM. We set up questions, distribution and analysis and define who responds to feedback.
Explore functions and applications ↓
Functions
Dynamics 365 Customer Voice functions
Trigger distribution
Send invitations within agreed workflows, such as after case completion. Review distribution and follow-up rules.
Link feedback
Connect invitations and responses to customer and process context using Dataverse and Power Automate.
Act on results
Dashboards expose feedback and metrics. Assign owners for critical responses instead of reporting only averages.
Business applications
Typical use cases for Dynamics 365 Customer Voice
After a service case
Link feedback to a case and route dissatisfied customers into an agreed callback process.
Implementation and training
Collect application and training feedback to guide rollout without turning responses into performance promises.
B2B customer relationships
Milestone surveys complement account history and discussions, with defined access and follow-up ownership.
Architecture
Dynamics 365 Customer Voice in your system landscape
This explains the responsibilities. APIs, access and data ownership are agreed for your workflow.
- 01Customer workflow event
- 02Customer Voice invitation
- 03Response and Dataverse
- 04Analysis and follow-up
Requirements and boundaries
Check licensing and response capacity, identity matching, privacy and distribution rules before activation. Surveys do not replace customer conversations.
Is Customer Voice just Microsoft Forms?
Customer Voice is designed for feedback management with customer context, invitations and satisfaction metrics. Forms is not automatically equivalent.
Can feedback be processed automatically?
Yes, defined follow-up actions can use workflows. Commitments and business decisions remain controlled.
Related topics
Related products and services
Product documentationCustomer Voice – Überblick ↗Editorial review: 12 October 2026. Features and availability can change.
Planning to use Dynamics 365 Customer Voice?
Discuss your workflow, existing systems, implementation and operational requirements with us.
