Saturday, September 14, 2019

Getting started with Forms Pro : customer feedback is the ultimate truth

On  July 1th, Microsoft announced the general availability of Microsoft Forms Pro. Microsoft Forms Pro is an enterprise survey tool built on top of Microsoft Forms and the Common Data Service (CDS). Forms Pro allows you to design surveys in a user-friendly manner, distribute these surveys to your target audience and afterwards analyze the results using the built-in dashboards or using Power BI. Microsoft Forms Pro has been part of the Microsoft Forms Pro April 2019 release.
Forms Pro has been built on top of the Common Data Service (CDS) which allows for a deep integration with Dynamics 365 for Sales & Customer Service. (For background on CDS and Dynamics – read Making sense of XRM,PowerApps and some other acronyms (CDS,CDM, etc..)).

The goal of Forms Pro is to capture customer's (or employees) feedback about their experiences with and expectations for your products or services. By analyzing the response and taking appropriate action, you can increase customer loyalty, decrease customer churn and improve the way that your organizations interacts with customers, etc …


The goal of this blog post is to highlight some of the features I have been using on the project I’m currently working on  – for more extensive information I can highly recommend the blog posts by Megan Walker on the subject (see list at bottom of only  few out of the 20+ posts) as well as her Youtube FormsPro play list. Another option is to listen to  Episode 58 of the CRM MVP podcast

Getting started
To get started you need to install Forms Pro from AppSource (the Forms Pro solutions are already installed on a Dynamics 365 CE instance but are hidden by default) which will enable the forms editing and management environment. When you open it for the first time (https://forms.office.com/FormsPro/Pages/DesignPage.aspx) – it will show you a sample survey which is created in the default CDS instance.



If you want to create your surveys in a specific CDS (or Dynamics 365 instance) – you need to select this instance in the top right corner.



Creating a survey
I really like the survey design environment which is very easy to use. You can quickly add different types of questions – choice, text/long text, rating, date, Likert, Net Promotor Score, … with the ability to also format the questions (basic options such as bold,italic, font type/size, etc…).  Some question types you will have additional features e.g. render choice questions as dropdown or choice options, for ratings using stars or numbers and ability to use 1-5 options, …


You can personalize your surveys by inserting placeholders/parameters but  also by adding conditional branching rules in your surveys for the different questions – e.g. if a low NPS rating is given, you might want to ask extra feedback. You can hide questions and then make them visible using the conditional rules.  For more details see https://docs.microsoft.com/en-us/forms-pro/create-branching-rule



Theming your surveys is quite easy with the ability to change colors  and add images (for background and header) as required – at the moment there is no support (yet) to add custom CSS.



Distributing the survey
There are many ways of distributing your survey, manually send it, embed it in a web page, using your own distribution channel (e.g. SMS or other marketing platform) or using a QR code. But Forms Pro also comes with Microsoft Flow integration which provides Flow templates to send Survey invitation on common business transactions like sending out a survey when a customer case has been closed, asking feedback after a purchase, etc …. You can customize these Flow templates or create from scratch depending on business needs.



Viewing and analyzing survey responses
On the overview tab, you are able to see summary data about your survey like number of invites, number of responses received, Net Promotor Score (NPS) etc… You are also able to drill into the details of the question responses etc and export the data to Excel from here. Another interesting functionality is Survey Insights which uses AI and machine learning to find correlations between question answers and calculation of a sentiment score for text-based questions.



Summary

Forms Pro is a new product but it builds on top of both Microsoft Forms and the CDS platform of which a lot of functionality is leveraged. Although the foundational functionalities are very strong,  there are still some gaps and rough edges that you will encounter during an implementation.  But having worked with the Forms Pro product team in the previous months reassures me that the product team is open to feedback and are working hard on improving the product. Customers who are currently using the Voice of the Customer module should plan a migration path since  (source: Replace your Voice of the Customer Surveys with Microsoft Forms Pro)  If you think that some  functionality is missing I highly recommend you to use the Forms Pro Suggestion box on UserVoice .
In a next blog post, I will delve a little deeper into some of the gotchas and share some tips and tricks when implementing Forms Pro.

References


Blog posts by Megan Walker on Forms Pro:

Sunday, September 08, 2019

Introducing the PowerApps Checker PowerShell module to check PowerApps solution quality

Microsoft recently updated their tooling for checking the quality of  CDS/PowerApps/Dynamics 365 solution files by releasing the PowerApps checker PowerShell Module . With this new PowerShell module it is possible to receive a detailed report for your solutions identifying problems/issues taking into account best practices around performance, usage, upgrade readiness, supportability and maintainability. The static code analysis is based on rulesets which are provided by Microsoft and which are updated on a regular basis.

The main difference with the previously released tooling in the PowerApps maker portal (See Announcing general availibility of Solution Checker) is that you can now also do checks to validate both managed and unmanaged solutions (CRM2011 to current) so include on-premise solution validation.

The PowerShell module can be installed from https://www.powershellgallery.com/packages/Microsoft.PowerApps.Checker.PowerShell/1.0.2  and provides a number of commands that you can use to perform the checks.



Before you can use the Invoke-PowerAppsChecker PowerShell cmdlet ,  you need to create an Azure Active Directory (AAD) application in a tenant with PowerApps or Dynamics 365 licenses. Follow the steps on Get started using the Microsoft.PowerApps.Checker.PowerShell module to correctly do this using either PowerShell or manually.

The PowerAppsChecker cmdlets in interactive-mode (meaning you need to login everytime you run the checker) or using an application-based token.

Behind the scenes the PowerShell module will connect to the PowerApps checker Web API

The output of Invoke-PowerAppsChecker  is a zip file containing one or more reports in a standardized JSON format. The report format is based on static analysis results referred to as Static Analysis Results Interchange Format (SARIF).

By analyzing results and fixing indicated errors, you can learn how to write high-quality code and decrease the cost of fixing issues later.


Depending on the size & complexity of your project, I might be recommended to include it as part of your ALM strategy.



Other blog post:

Tuesday, September 03, 2019

Dynamics 365 monthly reading list August 2019

Preview 2019 Wave 2 release topics

Technical topics (Configuration, customization and extensibility)
Topics for Dynamics 365 Business Application Platform analysts, project managers and power users

Monday, August 19, 2019

D365 CE 2019 Wave 2 Preview: Dynamics 365 Business card scan preview feature

Top request by customers: scanning business cards and capturing the information will be available in the upcoming Dynamics 365 release and is now available in instances with early access enabled. It worked remarkably well except for my own business card ...


 

The functionality seems to be provided by the new "AI Builder Business Card control" which is added on the quick create contact form. Next on the todo list - testing out modifying the mappings.


Saturday, August 17, 2019

D365 CE 2019 Wave 2 Preview: enable contextual email communication

One of the upcoming enhancements that a lot of my colleagues were excited about is  Contextual email communication in Dynamics 365 for Sales & Customer Service.  Contextual email communication allows you to overlay an email composition screen on top of the existing Dynamics 365 forms without having to navigate away from the screen that you are on. After you have enabled your environment for early preview access you can go to App Settings > Enhanced email  to enable this new functionality. (You might need to do a hard refresh after enabling use CTRL-F5)



After you enable this feature, adding an e-mail to the timeline will open the composition overlay allowing you to consult information on the contact while creating your e-mail.



Thursday, August 15, 2019

Early opt-in to Dynamics 365 CE release wave 2

You can now enable the features coming in the 2019 release wave 2 update by opting in to the updates in the Power Platform Admin Center. Opting in will enable all changed user experience updates for Dynamics 365 for Customer Engagement.

Don't do this on your production environment but test it out on a copy of production - once enabled you can not turn this off


From October 2019, all environments will be enabled for 2019 release wave 2. Opting in now, allows you to get hands on experience with wave 2 changes and testing out the impact on your specific solution setup.

Tuesday, August 13, 2019

Dynamics 365 monthly reading list July 2019


Technical topics (Configuration, customization and extensibility)

Topics for Dynamics 365 Business Application Platform analysts, project managers and power users