Microsoft Dynamics CRM 2016 has released new entity called Feedback. The main goal of this entity is to track the customer feedback and rating about the product and services which are providing to the customers. This feedback entity improves the Product’s or services quality or provides the customer satisfaction to the organization.
The first step to use Feedback entity is in security role this entity should have the privileges to create, read and update.
In the below screenshot, feedback has organization level security privileges to the marketing professional.
Enable Feedback entity:
To enable this feature navigate to settings à Customizations à select any entity
Select the checkbox for feedback as shown below.
As an example enabled the Case entity for the Feedback by ticking the check box provided for the Feedback.
So now, the Feedback entity will appear in the associated view of the Case entity and you can create Feedback for the case entity.
Steps to create Feedback:
As now feedback is enabled for Case entity, you can able to see the feedback entity in the case associate view as shown below.
Click on Add new feedback as shown below
Feedback entity will open with the below fields enter the feedback information
Title: A short title for the Feedback, specifying the response.
Regarding: The Feedback created for the entity.
Source: Here you can select two options, Internal or Portal. For example, if you are capturing the Feedback from within the CRM i.e. through phone or email then you can select Source as Internal. In addition, you can add more options to this field as per your requirement.
Comments: Comments for the Feedback being created.
Rating: A number to specify how useful the case is.
Minimum Rating and Maximum Rating: Define the minimum and maximum rating numbers for the rating scale. For example, in our case, we are using the rating scale as 1-5, then minimum rating as 3 and maximum rating as 5 can be provided.
Normalized Rating: The value for this field is auto calculated, as this is the calculated field. The calculation is done based on the below formula.
Normalized Rating = (Rating – Minimum Rating)/ (Maximum Rating – Minimum Rating)
However, you can change the calculation for the Normalized Rating by changing the formula for this field from Customizations.
Created By (Contact): It is the customer contact on behalf of whom you are creating a feedback.
Closed By: This field gets automatically populated with the user who deactivates the Feedback record.
Closed On: This field gets auto populated with the date and time when the user deactivates the Feedback record.
Deactivating Feedback:
When you deactivate the Feedback, it will ask if you want to close this feedback as Closed or Rejected.
Select the Status as Closed then the Status Reason of the Feedback changes to Closed and if you select the Status as Rejected then the Status Reason of the Feedback changes to Rejected
This blog explains the new customization feedback feature in MSCRM 2016. Please leave your comments here.