Questions Voice of the Customer Flashcards
You are creating a survey using VoC.
You need to embed the survey into a website and make it available to your customer.
What should you do?
A. Create the website. Add the URL to the D365 site in your website.
B. Create your D365 portal. Display the Voice of the Customer page from within the main website page.
C. Create a webpage on the website. Add the URL to link the VoC questions from D365.
D. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
E. Add the iFrame URL to your website.
Correct Answer:
D. Create an iFrame URL. Copy the HTML code to an iFrame in your website.
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
You use D365 for Customer Service administrator. You plan to create VoC surveys.
You need to determine which survey question feature is needed to complete the design of the survey.
Which survey features should you use?
Create a theme for the survey with the company logo and colours.
Survey type A. Basic survey B. Response routing C. Piping D. Tagging
Create a different set of follow-up questions depending on the answer the candidates select.
Survey type A. Basic survey B. Client-side routing C. Response routing D. Piping
Hide questions depending on the answer the candidates selects.
Survey type A. Basic survey B. Response routing C. Client-side routing D. Tagging
Populate the second question with answers from the first question.
Survey type A. Piping B. Response routing C. Client-side routing D. Tagging
Correct Answer:
Create a theme for the survey with the company logo and colours.
–> A. Basic survey
Create a different set of follow-up questions depending on the answer the candidates select.
–> C. Response routing
Hide questions depending on the answer the candidates selects.
–> C. Client-side routing
Populate the second question with answers from the first question.
–> D. Tagging
You are creating surveys for VoC.
You need to configure VoC to ensure that recipients can unsubscribe to surveys.
Which two survey features should you use?
A. Add an Unsubscribe check box after each question.
B. Set the Allow unsubscribe setting to Yes.
C. Give users the option to unsubscribe from different features of the survey.
D. Configure the survey to display when D365 customers receive email and enable the Unsubscribe option.
Correct Answer:
B. Set the Allow unsubscribe setting to Yes.
D. Configure the survey to display when D365 customers receive email and enable the Unsubscribe option.
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advanced-survey#add-the-unsubscribe-option-to-a-survey
You are a D365 for Customer Service administrator creating surveys for VoC.
You must display the question: Have you used the product before? If the response is Yes, you must display additional questions concerning the product. If the answer is No, you must display a different set of questions concerning other products.
You need to select a survey feature to use.
Which survey feature should you use?
A. Answer tag B. Response routing C. Piping D. List of ratings E. Basic
Correct Answer:
B. Response routing
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-advanced-survey#design-interactive-surveys-by-using-response- routing
You are a D365 for Customer Service administrator creating surveys for VoC.
You need to create a customer service satisfaction survey and embed it on a website.
Which 2 actions should you perform?
A. Copy the portal web link and paste it into your website.
B. Copy the URL from the Anonymous link field and paste it into your website.
C. On the Voice of the Customer survey, select Run in iFrame.
D. Copy the HTML code from the iFrame URL field and paste it on your website.
Correct Answer:
C. On the Voice of the Customer survey, select Run in iFrame.
D. Copy the HTML code from the iFrame URL field and paste it on your website.
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/distribute-survey
You are a D365 for Customer Service administrator. You are using VoC and are reviewing survey
A survey responder marked 10 percent for overall satisfaction.
You need to ask additional questions based on the response.
Which four actions should you perform in sequence?
A. Add a response condition and the question for which you want to create a rule.
B. Create a new response routing.
C. Create a new survey.
D. Add a value for the Answer tag field.
E. Add a response action and scope.
F. Select values for the Operator, Comparison Value, and Answer fields.
Correct Answer:
B. Create a new response routing.
A. Add a response condition and the question for which you want to create a rule.
F. Select values for the Operator, Comparison Value, and Answer fields.
E. Add a response action and scope.
Your company provides clients with D365 for Customer Service VoC employee satisfaction surveys.The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Create custom question types. Add the custom question types to a new survey. Customize the questions.
Does the solution meet the goal?
A. Yes
B. No
Correct Answer:
B. No
Your company provides clients with D365 for Customer Service VoC employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Open the source survey and the new survey. Drag the questions from the source survey to the new survey. Then customize the questions.
Does the solution meet the goal?
A. Yes
B. No
Correct Answer:
B. No
Your company provides clients with D365 for Customer Service VoC employee satisfaction surveys. The company has a standardized set of survey questions named Satisfaction Survey.
You need to customize the survey for each client.
Solution: Clone the satisfaction survey and customize the questions.
Does the solution meet the goal?
A. Yes
B. No
Correct Answer:
A. Yes
References: https://docs.microsoft.com/en-us/dynamics365/customer-engagement/voice-of-customer/design-basic-survey#clone-or-import-an-existing-survey
